FACTORS THAT INFLUENCE THE INTENTION TO REVISIT HOSPITAL: A CASE STUDY OF BALIMED HOSPITAL IN DENPASAR, BALI

• Main Author: G N Ag Ananda P Pidada, I
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72354
• Institution: Institut Teknologi Bandung

Nowadays, health problems among society is rising due to the rapid spread of diseases. Moreover, the high intensity of human activity demands excellent physical condition, therefore people becoming more aware about the importance of their health. At the moment, in Bali the number of hospital is rising constantly. As the biggest private general hospital in Denpasar-Bali, BaliMed has to face its competitor, it is recorded 9 others general hospitals took place in Denpasar. In line with that BaliMed has to be more aware towards its competitors by at least maintaining its existing patient because patient tend to shift hospital for better satisfaction. As far it may concern, RS BaliMed have conducted regular assessment regarding the service quality from patient?s perspective but unfortunately RS BaliMed have not conducted any assessment concerning the patient?s intention to revisit. This study aim to give additional value on assessing the relationship of RS BaliMed?s service quality towards patient?s satisfaction, patient?s satisfaction towards revisit intention and analyzing the factors that influence the revisit intention. By knowing the relationship between service quality, patient?s satisfaction and revisit intention, RS BaliMed will have sufficient information regarding the factor influencing patient?s revisit intention. The proposed model of this study is formulated by combining literature from modified previous studies by Parasuraman et al. with added variables related with revisit intention. At first 30 pretest questionnaires were spread to ensure validity and reliability of the questionnaire. Later on, the questionnaires were distributed to 100 patients who had experience with the treatment in RS BaliMed. The final data from 100 respondents was analyzed by using Partial Least Square method powered by SmartPLS 3. The findings of this study shows that in RS BaliMed, most of the patients are from the middle-low economic class with the approximate age of 30 and above and also the service quality dimensions, empathy and assurance have significant influence towards patient?s satisfaction and also significant indirect influence towards revisit intention. It is also proven that the highest factor that influences patient?s revisit intention in RS BaliMed is the patient?s satisfaction, where customer satisfaction also proven to have significant influence towards revisit intention and the uniqueness of this study found that reliability of service quality is indirectly influence revisit intention. Based on the findings, RS BaliMed will focus on enhancing the sense of empathy, assurance and reliability and also empower patient?s satisfaction to ensure the patient willingness to revisit. The finding in this study contribute not only in practical matter but also academic.