PENGARUH SERVICE QUALITY DAN HOSPITAL IMAGE TERHADAP REVISITINTENTION MELALUI WORD OF MOUTH PADA LAYANAN RAWAT INAP DI RUMAH SAKIT UMUM DAERAH IBNU SINA KABUPATEN GRESIK

Rahman, Akhmad Setyo PENGARUH SERVICE QUALITY DAN HOSPITAL IMAGE TERHADAP REVISITINTENTION MELALUI WORD OF MOUTH PADA LAYANAN RAWAT INAP DI RUMAH SAKIT UMUM DAERAH IBNU SINA KABUPATEN GRESIK. Jurnal Ilmu Sosial, 3 (1). pp. 199-222. ISSN 2548-4893

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Abstract

The phenomenon that occurs in the Ibnu Sina Gresik Hospital is the decrease in BOR, patient satisfaction, and the number of patient visits is not comparable with the big name that exists in RSUD Ibnu Sina Gresik as a type B regional referral hospital, so it is interesting to note researched. Previous studies have explained that hospital image has a significant positive direct impact on the number of patient return visits. Therefore, further research is needed to examine this controversy, therefore the researcher wants to examine in depth by raising the issue of the effect of service quality and hospital image on revisit intention through word of mouth using the Siripipatthanakul 2021 modified service quality theory for outpatient services stay at the Ibnu Sina Regional Public Hospital, Gresik Regency”. The purpose of this study was to determine and analyze the effect of service quality on word of mouth at inpatient services at the Ibnu Sina Gresik Regional General Hospital. This type of study uses an observational approach with a cross-sectional design, namely data collection without intervention in the sample and is carried out at one time where each research subject is only observed once. The approach in this research is a quantitative approach with field research. Based on the results of the analysis described above, it can be concluded that Service Quality has a direct effect on Word of Mouth, Hospital Image has a direct effect on Word of Mouth, Word of Mouth has a direct effect on Revisit Intention, Service Quality has a direct effect on Revisit Intention, Hospital Image has an effect directly to Revisit Intention, Service Quality is able to influence Revisit Intention directly even without Word of Mouth mediation and Hospital Image is able to influence Revisit Intention directly even without Word of Mouth mediation.

Item Type:	Article
Uncontrolled Keywords:	Word of Mouth, Hospital Image, Revisit Intention
Subjects:	Economic And Business Management
Divisions:	Postgraduate Programs > Master Program in Teaching as a Foreign Language
Depositing User:	Akhmad Setyo Rahman
Date Deposited:	11 Apr 2023 03:17
Last Modified:	11 Apr 2023 03:17
URI:	http://eprints.umg.ac.id/id/eprint/7501

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