PENGARUH SERVICE QUALITY DAN BRAND IMAGE TERHADAP REVISIT INTENTION MELALUI WORD OF MOUTH

Authors

  • Kelvin Candiago Pelita Harapan University
  • Rudy Pramono Pelita Harapan University

Keywords:

Revisit Intention, Brand Image, Service Quality

Abstract

A primary clinic is a personal health care facility that provides basic and/or specialist medical services, organized by more than one type of health worker and led by a medical worker. As an industry engaged in the service sector, mGanik Care is asked to maintain the quality of its services in order to maintain a positive image of a clinic. The quality of clinic services is closely related to the image of the clinic. data on the number of patient repeat visits is taken from data on the arrival of old patients. The data shows that in the first 4 (four) months of 2023 the clinic was established, the number was very large. However, over time, the number of patient repeat visits has slowly begun to decline. Some possible causes of the decline in the number of repeat visits of patients at the mGanik Care Diabetes Clinic are promotional media that are too stagnant, not dynamic in keeping up with the times. So that patients are not updated and reduce their interest in visiting again. In addition, promotional media that are not developing create WOM that is not in accordance with expectations. This research is a quantitative study with explanatory analysis. The data collection technique is by questionnaire. The results of this study are all influential on revisit intention other than service quality with an f2 value of 0.011 and t-statistics of 1.148 with a p-value of 0.126. Revisit intention can increase if the branding image carried out by the mGanik Care Clinic is running and right on target so that the mGanik Care Clinic should create a strategy on social and print media to intensify the branding image of the mGanik Care Clinic. So that revisit intention can increase.

References

Abbasi, G. A., Kumaravelu, J., Goh, Y. N., & Dara Singh, K. S. (2021). Understanding the intention to revisit a destination by expanding the theory of planned behaviour (TPB). Spanish Journal of Marketing - ESIC, 25(2), 282–311. https://doi.org/10.1108/SJME-12-2019-0109/FULL/PDF

Abbott, T. E. F., Ahmad, T., Phull, M. K., Fowler, A. J., Hewson, R., Biccard, B. M., Chew, M. S., Gillies, M., Pearse, R. M., Beattie, S., Clavien, P. A., Demartines, N., Fleisher, L. A., Grocott, M., Haddow, J., Hoeft, A., Holt, P., Moreno, R., Pritchard, N., … Wildes, T. (2018). The surgical safety checklist and patient outcomes after surgery: a prospective observational cohort study, systematic review and meta-analysis. British Journal of Anaesthesia, 120(1), 146–155. https://doi.org/10.1016/j.bja.2017.08.002

Agitasari, D. A., Krisnanda, R., Earlike, F., Sani, A., & Artikel, R. (2022). Pengaruh Promosi dan Word of Mouth Terhadap Minat Berkunjung ke Wisata Religi Makam Sunan Giri Gresik Info Artikel ABSTRAK. 2(1). https://jurnal.unmer.ac.id/index.php/jt

Alves, H., & Raposo, M. (2009). The measurement of the construct satisfaction in higher education. Service Industries Journal, 29(2), 203–218. https://doi.org/10.1080/02642060802294995

Anbori, A., Ghani, S. N., Yadav, H., Daher, A. M., & Su, T. T. (2010). Patient satisfaction and loyalty to the private hospitals in Sana’a, Yemen. International Journal for Quality in Health Care, 22(4), 310–315. https://doi.org/10.1093/intqhc/mzq029

Anggaeni, M., Farida, N., & Listyorini, S. (2015). Pengaruh Perceived Value dan Brand Image Terhadap Repurchase Intention Melalui Word Of Mouth Sebagai Variabel Intervening Smartphone Samsung Galaxy Series. Jurnal Ilmu Administrasi Bisnis, 4(4), 191–198. https://doi.org/10.14710/JIAB.2015.9289

Annamdevula, S., & Bellamkonda, R. S. (2016). The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, 11(2), 446–462. https://doi.org/10.1108/JM2-04-2014-0031

Antukay, N., Ngabito, Y., & Mohammad, I. (2022). The Influence of Hospital Image and Service Quality on Patient Loyalty at Sitti Khadijah Mother and Child Hospital, Gorontalo. Journal of Health, Technology and Science, 3(3).

Apriliani, A., Linda, O., & Astuti, N. H. (2019). Faktor-Faktor yang Berhubungan dengan Kelelahan Kerja pada Petugas Pemadam Kebakaran di Suku Dinas Pemadam Kebakaran dan Penyelamatan Jakarta Selatan. ARKESMAS (Arsip Kesehatan Masyarakat), 4(1), 162–167. https://doi.org/10.22236/arkesmas.v4i1.3139

Asnawi, A. A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 9(6), 911–920. https://doi.org/10.5267/j.msl.2019.2.011

Beloucif, A., Mehafdi, M., & Komey, N. A. (2022). Expectation as a key determinant of international students’ satisfaction: A case study of business school MSc students. Journal of Applied Research in Higher Education, 14(1), 453–470. https://doi.org/10.1108/JARHE-04-2017-0048

Bloemer, J., & de Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5–6), 499–513. https://doi.org/10.1108/03090569810216118

Budiman, M., & Riorini, S. V. (2023). Pengaruh Servicescape, Emotional Satisfaction, Perceived Service Quality, Hospital Image Terhadap Patient Loyalty. SEIKO : Journal of Management & Business, 6(2), 347–360.

Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025

Cham, T. H., Lim, Y. M., Aik, N. C., & Tay, A. G. M. (2016). Antecedents of hospital brand image and the relationships with medical tourist’ behavioral intention. International Journal of Pharmaceutical and Healthcare Marketing, 10(4), 412–431. https://doi.org/10.1108/IJPHM-02-2016-0012

Chang, M. Y., Chen, K., Pang, C., Chen, C. M., & Yen, D. C. (2013). A study on the effects of service convenience and service quality on maintenance revisit intentions. Computer Standards & Interfaces, 35(2), 187–194. https://doi.org/10.1016/J.CSI.2012.08.002

Chelliah, S., Khan, M. J., Krishnan, T., Kamarulzaman, M. E. B. M., & Goh, N. E. (2019). Factors influencing satisfaction and revisit intention among international exchange students in Malaysia. Journal of International Education in Business, 12(1), 111–130. https://doi.org/10.1108/JIEB-07-2018-0026

Chien, M. C. (2017). An empirical study on the effect of attractiveness of ecotourism destination on experiential value and revisit intention. Applied Ecology and Environmental Research, 15(2), 43–53. https://doi.org/10.15666/AEER/1502_043053

Dessy Susanti, I., Djohar, A. P., Waru, T., & Janah, Y. (2023). Pengaruh Word Of Mouth Terhadap Keputusan Pembelian Produk Natasha Skin Care Jakarta Pusat. Jurnal Administrasi Bisnis, 3. www.topbrand-award.com

Fadilla, Z., Ketut Ngurah Ardiawan, M., Eka Sari Karimuddin Abdullah, M., Jannah Ummul Aiman, M., & Hasda, S. (2022). Metodologi Penelitian Kuantitatif. http://penerbitzaini.com

Febry Adhiana. (2008). Peranan Service Quality terhadap Revisit Intention melalui Patient Satisfaction di RSUD. Jurnal Manajemen Dan Pemasaran Dana.

Febry Adhiana. (2018). Peranan Service Quality terhadap Patient Revisit Intention melalui Patient Satisfaction pada Rumah Sakit Umum dan Rumah Sakit Swasta Tipe B. Jurnal Manajemen Dan Pemasaran, 1(1).

Gholipour Soleimani, A., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1–14. https://doi.org/10.1080/23311886.2018.1560651

Hair, J., Black, W., Babin, B., & Anderson, R. (2018). Multivariate Data Analysis.

Hair, J.F. JR., Anderson, R.E, Tathan, R.L. & Black, W. C. (1998). Multivariate Data Analysis (Fifth Edit). Prentice Hall, New Jersey.

Handini, S., & Ruswanti, E. (2016). Effect of Service Quality Word Of Mouth With Mediation Patient Satisfaction and Moderated Price Aktualita Manajemen. 10, 70.

Handra, T. (2021). Service Quality terhadap Word Of Mouth dan Dampaknya Terhadap Pembentukan Brand Image Perguruan Tinggi di Tangerang Raya. JURNAL CAFETARIA, 2(2), 43–53. https://doi.org/10.51742/AKUNTANSI.V2I2.358

Joseph F. Hair Jr. (2021). Partial Least Square Strukctural Equation Modeling (PLS-SEM) Using R. http://www.

Kaura, V., Prasad, C. S. D., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. https://doi.org/10.1108/IJBM-04-2014-0048

Kementerian Kesehatan. (n.d.). Tentang UPK | Unit Pelayanan Kesehatan Kementerian Kesehatan Republik Indonesia. Retrieved June 4, 2024, from https://upk.kemkes.go.id/new/profil/tentang-upk

Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227–261. https://doi.org/10.1111/isj.12131

Kotler, P. (2000). Manajemen pemasaran. (Jilid kedu). Prenhallindo.

Mennicken, R. (2014). Does Hospital Reputation Influence the Choice of Hospital? https://doi.org/10.4419/86788591

Moreira, A. C., & Silva, P. M. (2015). The trust-commitment challenge in service quality-loyalty relationships. International Journal of Health Care Quality Assurance, 28(3), 253–266. https://doi.org/10.1108/IJHCQA-02-2014-0017

Muhazir, M. (2018). Analisis Kualitas Layanan Telkomedika Dan Brand Image. E-Proceeding of Applied Science, 4(3), 858–865.

Ongkaruna, L. A. L., & Kristaung, R. (2023). The Influence Of Hospital Service Quality On Patient Revisit Intention And Word-Of-Mouth In Class B Private General Hospital In Dki Jakarta. OPSearch: American Journal of Open Research, 2(7), 581–593. https://doi.org/10.58811/OPSEARCH.V2I7.66

Parasuraman. (1998). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. https://www.researchgate.net/publication/225083802

Pindika, A., Teguh, P., & Oentara, S. (2022). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien di Wellclinic Gading Serpong. Jurnal Ilmiah Akuntansi Dan Keuangan.

Purbandari, E., Sugandini, D., & Sutiono, H. T. (2018). Word of Mouth Sebagai Konsekuensi Kepuasan Pelanggan. Jurnal Manajemen Dan Pemasaran Jasa, 11(1), 111–124. https://doi.org/10.25105/jmpj.v11i1.2355

Rahayu, S. (2023). Internal Customer Satisfaction and Service Quality Toward Trust and Word of Mouth. ASEAN Marketing Journal, 3(2). https://doi.org/10.21002/amj.v3i2.2026

Rahmad Solling Hamid. (2019). STRUCTURAL EQUATION MODELING (SEM) BERBASIS VARIAN: Konsep Dasar dan Aplikasi dengan Program SmartPLS 3.2.8 dalam Riset Bisnis. www.institutpenulis.id

Romadhona, N., Muhardi, M., & Kesumah, N. (2019). Kualitas Pelayanan Berpengaruh terhadap Loyalitas Pasien Rumah Sakit. Jurnal Integrasi Kesehatan & Sains, 1(2), 114–120. https://doi.org/10.29313/jiks.v1i2.4621

Şahin, A., Kitapçi, H., & Zehir, C. (2013). Creating Commitment, Trust and Satisfaction for a Brand: What is the Role of Switching Costs in Mobile Phone Market? Procedia - Social and Behavioral Sciences, 99, 496–502. https://doi.org/10.1016/j.sbspro.2013.10.518

Saputro, F. S. (2012). Pengaruh kualitas pelayanan terhadap WOM dan Minat beli pelanggan.

Sari, S. M. (2021). Pengaruh Kualitas Pelayanan dan Kepuasan Pasien Terhadap Loyalitas Pasien (Studi pada Rumah Sakit Bhayangkara Tk. II Sartika Asih Bandung). Jurnal Economix, 9(1), 61–72.

Setyo Rahman, A., & Desembrianita, E. (2023a). 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. JIS: Jurnal Ilmu Sosial, 3(1), 2548–4893.

Setyo Rahman, A., & Desembrianita, E. (2023b). The Influence of Service Quality and Hospital Image on Revisit Intention Through Word of Mouth on Inpatient Services at the Ibnu Sina Regional General Hospital in Gresik District. International Journal of Advanced Engineering and Management Research, 8(03). https://doi.org/10.51505/ijaemr.2023.8302

Sihombing, Y. A. (2021). Pengaruh Kualitas Pelayanan, Kepuasan, Trust, Brand Equity, Hospital Image dan Komitmen terhadap Loyalitas Pasien Umum. Jurnal Ayurveda Medistra, 3(2), 1–11. https://doi.org/10.51690/medistra-jurnal123.v3i2.42

Siripipatthanakul, S. (2021, July). Service Quality, Patient Satisfaction, Word-Of-Mouth, and Revisit Intention in A Dental Clinic, Thailand of the Creative Commons Attribution License (CC BY 4.0). International Journal of Trend in Scientific Research and Development. https://www.researchgate.net/publication/353442894_Service_Quality_Patient_Satisfaction_Word-Of-Mouth_and_Revisit_Intention_in_A_Dental_Clinic_Thailand_of_the_Creative_Commons_Attribution_License_CC_BY_40

Sitorus, T., & Yustisia, M. (2018). The influence of Service Quality and Customer Trust toward Customer Loyalty: The role of customer satisfaction. International Journal for Quality Research, 12(3), 639–654. https://doi.org/10.18421/IJQR12.03-06

Solbjør, M., Sand, K., Ervik, B., & Melby, L. (2021). Patient experiences of waiting times in standardised cancer patient pathways in Norway - a qualitative interview study. BMC Health Services Research, 21(1), 651. https://doi.org/10.1186/s12913-021-06679-8

Tanggor Sihombing. (2020). ANTESEDEN DARI REVISIT INTENTION DAN WORD OF MOUTH PADA LAYANAN OFTALMOLOGI DI JABODETABEK. Jurnal Terapan Ilmu Manajemen Dan Bisnis.

Utomo, I. W. (2017a). PENGARUH BRAND IMAGE, BRAND AWARENESS, DAN BRAND TRUST TERHADAP BRAND LOYALTY PELANGGAN ONLINE SHOPPING (Studi Kasus Karyawan Di BSI Pemuda). Komunikasi, VIII(1), 78.

Utomo, I. W. (2017b). PENGARUH BRAND IMAGE, BRAND AWARENESS, DAN BRAND TRUST TERHADAP BRAND LOYALTY PELANGGAN ONLINE SHOPPING (Studi Kasus Karyawan Di BSI Pemuda). Komunikasi, VIII(1), 78. https://ejournal.bsi.ac.id/ejurnal/index.php/jkom/article/view/2327/1607

Wang, X., Chen, J., Burström, B., & Burström, K. (2019). Exploring pathways to outpatients’ satisfaction with health care in Chinese public hospitals in urban and rural areas using patient-reported experiences. International Journal for Equity in Health, 18(1). https://doi.org/10.1186/s12939-019-0932-3

Yendra, N. (n.d.). DAMPAK DIMENSI SERVQUAL TERHADAP KEPUASAN PASIEN, KOMUNIKASI WORD OF MOUTH, DAN REPURCHASE INTENTIONS PADA RUMAH SAKIT SWASTA DIKOTA PADANG.

Zhang, H., Nguyen-Dinh, N., & Pan, Z.-W. (2020). Using Structural Equation Modeling to Evaluate Tourists’ Revisit Intention toward Ecotourism Sites. Environment-Behaviour Proceedings Journal, 5(15), 229–236. https://doi.org/10.21834/EBPJ.V5I15.2459

Downloads

Published

2024-11-28

Issue

Section

Articles