The Influence of Service Quality on Interest in Repeat Visits with Patient Satisfaction Intervening Variable

DOI

10.2991/978-94-6463-186-9_16How to use a DOI?

Keywords

Service Quality; Interest In Repeat Visits; Patient Satisfaction

Abstract

The large number of health facilities from time to time has made business in the health service industry an unavoidable business competition and a future challenge for business people. To face future competition and challenges, Dr. Marina seeks to improve service quality and patient satisfaction in the hope of maintaining and increasing the number of patient visits. The purpose of this study was to find out whether there is an influence between the variable of service quality on the variable of interest in repeat visits through the patient satisfaction variable at the Dr.Marina Sukabumi clinic. The number of respondents from a population of 130 respondents. Data were obtained directly through questionnaires to respondents at the Dr Marina Sukabumi clinic in January 2020. A total of 98 respondents fulfilled the number of samples according to the proportions. In analyzing the data, this research used a descriptive analysis method with a statistical approach to Structural Equation Modeling (SEM) with Lisrel software. The results showed that the service quality variable had a significant positive effect on patient satisfaction and intention to revisit. Patient satisfaction variable has a significant positive effect on intention to revisit. The variable of service quality has a positive and significant effect on the variable of interest in repeat visits through the patient satisfaction variable with its mediating nature, namely partial mediation.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Marina Indriasari
PY  - 2023
DA  - 2023/06/14
TI  - The Influence of Service Quality on Interest in Repeat Visits with Patient Satisfaction Intervening Variable
BT  - Proceedings of the 1st World Conference on Health and Social Science (WCHSS 2022)
PB  - Atlantis Press
SP  - 128
EP  - 137
SN  - 2468-5739
UR  - https://doi.org/10.2991/978-94-6463-186-9_16
DO  - 10.2991/978-94-6463-186-9_16
ID  - Indriasari2023
ER  -