RELATIONSHIPS OF QUALITY OF HOSPITAL SERVICES, SERVICE POST-ENCOUNTER SATISFACTION, PATIENT TRUST, AND PATIENT LOYALTY IN PRIVATE HOSPITALS IN BEKASI

Abstrak

The role of hospitals as complements and enhancers is crucial for development of healthcare system in Indonesia. This research will be conducted empirically on individuals at outpatient care in Private Hospitals in Bekasi. The study uses two independent variables, NPS and Trust. Mediating variable is Satisfaction. The influence of these independent variables on Revisit Intention will be examined. This research as a reference for hospital service management, especially in its implementation to enhance performance of outpatient healthcare services. The type of research is cross-sectional surveys based on the time of data collection. Respondents in this study were obtained from offline questionnaire survey since December 2023. The survey was distributed directly by providing questionnaire links to eligible respondents. Satisfaction has a significant impact on Revisit Intention (coefficient 0.605), indicating its ability to mediate the influence of independent variables. This finding is consistent with previous research an increase of trust can positively contribute to Revisit Intention. The involvement of satisfaction variable becomes a primary concern to improve the Revisit Intention level of outpatient care at Private Hospitals in Bekasi. Healthcare service management needs to focus specifically on this mediating aspect to enhance and improve the reliability of outpatient healthcare service standards