Analysis of Retreatment Intention Influenced Quality of Service, Patient Trust, Healthy Culture, Dimediation of Patient Satisfaction at Betawi Hospital, North Jakarta

Moehammad Unggul Januarko, Nia Puspita Hapsari, Irwan Sofwan


The research problem is that there is a decrease in patient repeat visits in 2021, from the results of pre-research it was found that the decrease in visits came from a decrease in patient confidence, a healthy culture, decreased service quality, patients were dissatisfied with treatment. The intention of this study was to examine the influence of the measurement of marketing quality, healthy culture, patient trust, patient satisfaction and intention to revisit. This research is research quantitative, with a sample of 180 respondents consisting of 77 men and 103 women aged between 23-42 years. Respondents were taken by patients who had been treated twice. Analysis tool using SEM. The results showed that intention to repeat treatment was significantly influenced by patient satisfaction. Patient satisfaction has a significant effect on service quality, healthy culture and patient trust. Quality of service and patient trust directly have a significant effect on the intention to repeat treatment.


Service Quality; Healthy Culture ; Trust ; Satisfaction ; Repeat Treatment ;

Full Text:



Ago, G. et al., 2015. Effect of Product Quality Perception , Trust , and Brand Image on

Generic Drug Buying Decision and Consumer Satisfaction of Hospital Patients in East Kalimantan. European Journal of Business and Management, 7(14), pp.50–69.

Akbar, M. M., and Parvez, N. (2009). Impact of Servise Quality Trust and Customer Satisfaction on Customers Loyalty

Among-praja, A., K.,; Ruswanti, E.,; Hapsari, N., P., (2016) The Six Dimensions Service of Quality on Loyality Mediated Student Satisfaction Batavia University. International Journal of Applied Business and Economi Risearch, Vol. 14, No. 12, (2016), pp 8753-8766

Berry, Leonard L. and A. Parasuraman. (1991). Marketing Services—Competing Through Quality. New York: Free Press.

Bitner, M.J. and Zeithaml, V.A. (2003). Service Marketing3rd ed. McGraw Hill: New Delhi.

Bharwana, T. K. , Bashir, M. , and Mohsin, M. (2013). Impact of Service Quality on

Customer’s Satisfaction: a Study from Service Sector Especially Private Colleges

Faisalabad, Punjab, Pakistan. International Journal of Scientific and Research

Publications, 3(5). 1-7.

Boeselie, P. , Hesselink, M., andWiele, T. V. (2002). Empirical evidence for the

relationship Between Customer Satisfaction and Business Performance. Managing

Service Quality, 12(3): 184-193.

Cheng, T. C. E., Lai, L. C. F., and Yeung, A. C. L. (2008). The driving forces of customer loyalty: A study of internet service providers in Hong Kong. International Journal of E-Business Research 4(4), 26–42.

Cronin, J. J., and Taylor, S. A. (1992). Measuring Service Quality: a Reexamination and Extension. Journal of Marketing 56: 55-58.

Cucinotta, D., & Vanelli, M. (2020). WHO declares COVID-19 a pandemic. Acta

Biomedica, 91(1), 157–160.

Davis and Heineke, (1994). Understanding the Roles of the Customer and the Operation for Better Queue Management”, International Journal of Operations & Production Management 14(5): 21 – 34.

De Cruppé, W., and Geraedts, M. (2017). Hospital choice in Germany from the patient’s perspective: a cross-sectional study. BMC Health Serv Res 17, 720.

Fang, Y., Qureshi, I., Sun, H., Mccole, P., Ramsey, E., Lim, K. H., and Echanisms, M., (2014). Trust, Satisfaction, and Online Repurchase Intention. The Moderating Role of Preceived Effectiveness of E-commerce Institutional 38 (2) pp 407-428

Flint, D. J., Blocker, C. P., and Boutin, P. J. (2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management 40(2), 219–230.

Hair, Joseph F. , Black, Jr, William C. Babin, Barry J. & Anderson, R. E. (2014). Pearson

- Multivariate. Data Analysis, 7/E - Joseph F. Hair, Jr, William C. Black, Barry J. Babin & Rolph E

Anderson. Pearson New International Edition, 816.

Johnston, R. (1995). The Zone of Tolerance: Exploring the Relationship between Service Transactions and Satisfaction with the Overall Service. International Journal of Service Industry Management 6(2). 17 February 2023 jam 01

Narendra, A. R. A., Winarno, S.H., Priadi, A Hermawan, E., Purnomo, M.W., Putra, A. S. (2021b). The Effect of Goods Price and Buyer Trust on The E-Commerce Sales System For Purchasing Goods Online. International Journal of Science, Technology and Management, Volume 2, No. 3, pp 561-567

Nguyen, N., Leclerc, A., and LeBlanc, G. (2013). The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management 06 (01), 96–109.

Malhotra, N.K., & Dash, S. (2016). Marketing Research an Applied Orientation (7th ed.). Chennai: Pearson India Education Services.

Oliver, R. L. (1999). Whence customer loyalty. Journal of Marketing. 63: 33–44.

Osman, Z., and Ilham, S., (2013) Influence of Customer Satisfaction on Servise

Quality and Trust Relationship in Malaysian Rural.

Parasuraman, A., Zeitham, A. V., and Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64(1): 12-40.

Parasuraman, A., Berry, L., and Zeithaml, V. A. (1990). Guidelines for Conducting Service Quality Research. Marketing Research, 2(4): 34-44.

Parasuraman, A., Zeithaml, V. A., and Berry, L. (1994). Alternative Scales For Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Journal of Retailing, 70(3).

Park, H. N,.Park. D.J; Han, S.Y: Tae, J., Y; Jung, K. H.; Bae, E. J.; Yoon, J. Y. (2022)

Research Effect of inpatient experiences on patient satisfaction and the willingness to

recommend a hospital: The mediating role of patient satisfaction: A cross‐sectional study.

Health Science Report Received: |Accepted: 17 October 2022DOI: 10.1002/hsr2.925

Pena-Garcia, N., Gil-Saura, J Rodriguez-Qrejuela, A., and Siqueira-Junior, JR (2020b). Purchase Intention and purchase Behavior online: A cross-cultural approach, Helion, 6 (6) e04284.

Qing, C., and Jin, S. (2022) What Drives Consumer Purchasing Intention in Live Streming E-Commerce, Frontiers in Psychology, 13 (June), pp 1-11

Reimann, M., Lunemann, U. F., and Chase, R. B. (2008). Unsertainity avoidance as a Moderator of the Relationship Between Perceived Servise Quality and Customer Satisfaction. Journal of Servise Risearch 11(63).

Ruswanti, E. (2012). Service Quality, Customer Satisfaction and Customer Loyalty,

Majalah Widya, 29:318. Download:http://e-journal. jurwidyakop3. com/index.

Ruswanti, E., Eff, A., and Kusumawati, M. (2020). Word of mouth, trust, satisfaction and effect of repurchase intention to Batavia hospital in west Jakarta, Indonesia. Management Science Letters, 10(2), pp. 265-270.

Ruswanti, E. and Januarko, M. U. (2015). Kepercayaan, Komitmen, Komunikasi Terhadap Loyalitas Bank Syariah di Jakarta Barat. Prosiding Seminar Nasional di Universitas Pelita Harapan Karawaci.

Rohit, J., (2016) Reducing Disaster Risks to Urban Cultural Heritage: Global Challenges

and Opportunities, Volume 1, Issue 1.

ing, P., (2021) Eco Efficiency Assessment. The Complete Word of Life Cycle Assessment book Series

Schiffman, L. G, and Kanuk, L. L. (2020). Consumer Behavior. New Jersey: Prentice Hall.

Xisfingi, S., and Vozikis, (2016) Patient satisfaction with the healthcare system: Assessing

the impact of socioeconomic and healthcare provision factors. BMC Health Services

Research. 16:94 DOI 10.1186/s12913-016-1327-4

Zeithaml, V. A., Berry, L., and Parasuraman,A. (1996). The Behavioural Consequences of Service Quality. Journal of Marketing, 60.

Walsh, G. Dinnie, K.; Wiedmann, K.P. 2006. How do corporate reputation and customer satisfaction impact costomer defection? A study of private energy customers in Germany. Journal of Service Marketing 20 (6), 246-262.Wang, J; Shahzad, F; Ahmad, Z; Abdullah,M’ Hassan, M. N. (2022). Trust and Consumers

Purchase intention in a Social Commerce Platform: A Meta-Analytic Approach. Sage open, 12(2), 215



  • There are currently no refbacks.

Copyright (c) 2023 Majalah Ilmiah Bijak

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

View My Stats



ISSN 1411-0830 (Media Cetak) 2621-749X (Media Online)
Email :  [email protected] / [email protected]