Digitalisasi, Hospital Service Quality, dan Patient Continuity Intention: Peran Mediasi Patient Contentment Pada Pasien BPJS dan Non-BPJS Di Rumah Sakit Tipe B DKI Jakarta

This study analyzes the influence of digitalization and hospital service quality on patient continuity intention, with patient satisfaction as a mediating variable among type B hospital patients in DKI Jakarta. The research design employs a causal quantitative approach with purposive sampling of 303 inpatients and outpatients who have utilized hospital services for at least one year. Data analysis is conducted using Structural Equation Modeling (SEM) with AMOS, including path estimates for the BPJS group (n=135) and Non-BPJS group (n=168). The results indicate that digitalization does not have a significant direct effect on patient continuity intention but positively influences patient satisfaction in the overall model and the BPJS group, while showing a significant negative effect in the Non-BPJS group. Hospital service quality negatively affects patient continuity intention in the overall model and BPJS group, but is not significant in the Non-BPJS group. Patient satisfaction is shown to mediate the effects of digitalization and hospital service quality on patient continuity intention. These findings underscore the importance of patient satisfaction in linking digital experiences and service quality.