Jurnal Aisyah : Jurnal Ilmu Kesehatan
Vol 7, No 4: December 2022

The effect of dental clinic service quality on patient satisfaction, word of mouth and revisit intention in Yogyakarta

Ici Trisnawati (Master of Management, University of Muhammadiyah Yogyakarta)
Siti Dyah Handayani (Master of Management, University of Muhammadiyah Yogyakarta Indonesia)
Nuryakin Nuryakin (Master of Management, University of Muhammadiyah Yogyakarta Indonesia)



Article Info

Publish Date
28 Dec 2022

Abstract

This study aims to determine the effect of service quality on patient satisfaction, word of mouth and revisit intention. The respondents in this study were patients who were treated more than once at the Haigi Dental Dental Clinic Yogyakarta. The sample used was 115 respondents using quantitative methods using SEM and AMOS. From the data that has been tested and collected the results of this study shows that the quality of service has a significant positive effect on patient satisfaction. The quality of service has no effect on the word of mouth. The quality of service does not affect the revisit intention. Patient satisfaction has a positive and significant effect on the word of mouth. Patient satisfaction has a positive and significant effect on revisit intention.Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pasien, dari mulut ke mulut dan niat mengunjungi kembali. Responden dalam penelitian ini adalah pasien yang dirawat lebih dari satu kali di Haigi Dental Dental Clinic Yogyakarta. Sampel yang digunakan sebanyak 115 responden menggunakan metode kuantitatif menggunakan SEM dan AMOS. Dari data yang telah diuji dan dikumpulkan hasil penelitian ini menunjukkan bahwa kualitas pelayanan berpengaruh positif signifikan terhadap kepuasan pasien. Kualitas layanan tidak berpengaruh pada promosi dari mulut ke mulut. Kualitas layanan tidak mempengaruhi niat peninjauan kembali. Kepuasan pasien memiliki efek positif dan signifikan pada dari mulut ke mulut. Kepuasan pasien berpengaruh positif dan signifikan terhadap niat peninjauan kembali.

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Journal Info

Abbrev

jika

Publisher

Subject

Health Professions Medicine & Pharmacology Nursing Public Health Veterinary

Description

Jurnal Aisyah: Jurnal Ilmu Kesehatan (JIKA), with registered number ISSN 2502-4825 (Print) and ISSN 2502-9495 (Online), is an international peer-reviewed journal published two times a year (June and December) by Universitas Aisyah Pringsewu (UAP) Lampung. JIKA is intended to be the journal for ...