August 12, 2025

Determinant Analysis Revisit Intention and Word of Mouth in Purwokerto Private Hospital

Key Points

Revisit intention and word of mouth correlate significantly with perceived value and service quality.
Analysis using survey data from 372 outpatients revealed strong ties between patient satisfaction and revisit intention.
The research employed Partial Least Squares Structural Equation Modeling (PLS-SEM) for data evaluation.
Insights highlight the need for enhanced brand experience and hospital image for improving patient loyalty.

Abstract

This study aims to analyze the factors that influence revisit intention and word of mouth (WOM) among outpatients at RS JIH Purwokerto. Specifically, this study investigates the relationships between perceived value, service quality, patient satisfaction, brand experience, hospital image, and their effects on revisit intention and WOM. A quantitative, cross-sectional approach was employed, involving 372 respondents selected through accidental sampling. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings will contribute both theoretically to the marketing management of health services and practically as a strategic reference for improving patient loyalty at Public Hospitan in Purwokerto (JIH Private Hospital Purwokerto)

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