Eksplorasi Kepuasan Pasien: Analisis Dampaknya Terhadap Niat Kunjungan Ulang Dan Word Of Mouth Pada Rumah Sakit Graha Husada Jepara

Desi Ayu Nur Cahyani, Mohamad Rifqy Roosdhani

Abstract


Pengalaman pasien setelah menerima pelayanan memiliki pengaruh terhadap keinginan pasien untuk berkunjung kembali. penelitian ini bertujuan untuk mengetahui pengaruh kepuasan paien terhadap niat kunjungan ulang melalui word of mouth di Rumah Sakit Graha Husada Jepara. Dengan pendekatan kuantitatif, 100 sampel pasien dianalisis menggunakan Structural Equation Modeling (SEM) melalui Smart-PLS versi 4.0. Dari uji mediasi, ditemukan bahwa kepuasan pasien memengaruhi niat kunjungan ulang melalui mediasi word of mouth, bersifat Partial Mediation. Kesimpulannya, kepuasan pasien berpengaruh positif signifikan terhadap niat kunjungan ulang, demikian pula word of mouth terhadap niat kunjungan ulang. Implikasinya, peningkatan kualitas layanan dan kepuasan pasien pada Rumah Sakit Graha Husada Jepara dapat memperkuat niat pasien untuk kembali. Temuan ini memberikan kontribusi pada pemahaman faktor-faktor yang memengaruhi keputusan pasien dalam konteks rumah sakit.


Keywords


Kepuasan Pasien; Word of Mouth; Niat Kunjungan Ulang

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DOI: https://doi.org/10.30743/jmb.v6i1.8797

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