REVIEWING SERVICE QUALITY AND HOSPITAL REPUTATION ON PATIENT SATISFACTION AND REVISIT INTENTION IN INDONESIAN PRIVATE HOSPITALS

Abstract

This research explores the strategic imperatives and essential role of patient satisfaction in the success of hospital operations within the Indonesian healthcare phenomena. Focusing on private hospitals, the study unveils the nuanced relationship between service quality, hospital reputation, and patient satisfaction, emphasizing their collective impact on patient revisit intentions. The research underscores the multifaceted nature of patient satisfaction, extending beyond clinical efficacy to encompass the overall service experience, contributing significantly to the hospital’s reputation and profitability. By shedding light on specific areas requiring attention within hospitals, the findings serve as a practical guide for administrators to proactively address issues impacting patient satisfaction and public perception. The study not only enriches the understanding of healthcare dynamics in Indonesia but contributes globally to the discourse on patient satisfaction and service quality. It positions patient satisfaction as a continuous imperative, urging healthcare providers to adopt a comprehensive and strategic approach to ensure sustained financial success. The narrative aligns with the 21st-century shift towards a customer-centric approach, emphasizing the enduring value of patient loyalty in the healthcare market. The crux lies in the interplay of service quality dimensions, such as, tangibles, reliability, responsiveness, assurance, and empathy which collectively shape patient experiences and influence satisfaction. Consistency between promised and actual service delivery emerges as crucial for cultivating positive perceptions and driving patient revisit intentions. The conclusion underscores the ripple effect of positive perceptions, leading to increased patient revisit intentions and eventual loyalty. This nuanced understanding provides a roadmap for Indonesian hospitals to navigate the competitive phenomena, ensuring both short-term stability and long-term success.

Keywords: Patient Satisfaction, Service Quality, Hospital Reputation, Healthcare Management, Indonesia