THE INFLUENCE OF BRAND IMAGE, TRUST, AND SERVICE QUALITY ON REVISIT INTENTION MEDIATED BY PATIENT SATISFACTION (CASE STUDY AT THE BHAYANGKARA HOSPITAL OF THE YOGYAKARTA SPECIAL REGION REGIONAL POLICE)
Published:
2026-02-15Downloads
Abstract
This study aims to analyze the influence of Brand Image, trust, and service quality on patients’ revisit intention with patient satisfaction as a mediating variable at Bhayangkara Hospital, POLDA of the Special Region of Yogyakarta. The increasing competition among hospitals demands a comprehensive evaluation of the factors that shape patient loyalty. This research uses a quantitative approach with a survey method involving 250 patient respondents selected through purposive sampling. Data analysis was conducted using Partial Least Square (PLS) with SmartPLS 4 software. The findings show that Brand Image, trust, and service quality have a positive and significant effect on patient satisfaction and revisit intention. Patient satisfaction is also proven to mediate the relationship between the three independent variables and revisit intention, as indicated by p-values below 0.05. These results confirm that a positive hospital image, trust in the competence of medical staff, and superior service quality create a satisfying patient experience, thus encouraging revisit behavior. Theoretically, this study strengthens the conceptual model that satisfaction is a key element bridging patients’ perceptions and loyalty in the healthcare sector. Practically, the findings provide implications for hospital management to enhance the synergy between image management, trust-building, and service quality improvement to create sustainable patient satisfaction and retention.
Keywords:
Brand Image trust service quality patient satisfaction revisit intention.References
Abutar, A. U., & Wuisan, D. S. S. (2024). The influence of service quality, word of mouth, and patient-physician trust on revisit intentions mediated by patient satisfaction in Primaya Hospital patients. Kontigensi : Jurnal Ilmiah Manajemen, 12(2), 746–756. https://doi.org/10.56457/jimk.v12i2.591
Aditya, H. N. H., Nurmalasari, N., & Hendri, H. (2020). Success Analysis Of Kitabisa Mobile Application Information System By Using Delone And Mclean Models. Jurnal Pilar Nusa Mandiri, 16(1), 81–88. https://doi.org/10.33480/pilar.v16i1.918
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211.
Akthar, N., Nayak, S., & Pai P, Y. (2023). A cross-sectional study on exploring the antecedents of patient’s revisit intention: Mediating role of trust in the hospital among patients in India. F1000Research, 12(75), 1–22. https://doi.org/10.12688/f1000research.128220.1
Alretha, A., & Damayanti, V. A. R. (2024). Pengaruh kualitas pelayanan terhadap minat kunjungan ulang pada poliklinik jantung Rumah Sakit Islam Sakinah Mojokerto. BEMAS: Jurnal Bermasyarakat, 4(2), 333–341. https://doi.org/10.37373/bemas.v4i2.838
Ananda, F. A. (2024). The influence of service quality and satisfaction of outpatients of Hospital.X with the intention to revisit. Journal of Universal Studies, 4(11), 1–15. http://eduvest.greenvest.co.id
Angelica, V., & Bernarto, I. (2023). The effect of people, physical evidence, process, and price fairness on patient satisfaction and revisit intention at the XYZ Hospital Polyclinic, Makassar City. Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi., 10(2), 1345–1360. https://ejournal.unsrat.ac.id/index.php/jmbi/article/download/49234/43987
Angraini, D., & Zulfa, Z. (2021). The Analisis Pengaruh Brand Image Terhadap Minat Ulang Pasien Rawat Inap dengan Word Of Mouth (WOM) sebagai Variabel Intervening (Studi Kasus Rumah Sakit Swasta di Kota Padang). Jurnal Ilmu Kesehatan Masyarakat, 10(04), 277–286. https://doi.org/10.33221/jikm.v10i04.942
Arief, I., Muslikh, & Hulmansyah. (2024). Analysis of the influence of brand equity and social media on revisit decision with intention to revisit as a mediation variable in Yarsi Teeth and Mouth Hospital. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 10(2), 1165–1170. https://doi.org/10.35870/jemsi.v10i2.2293
Az Zahra, T., Purwadhi, & Mulyani, K. (2025). Pengaruh kepercayaan pasien dan lingkungan fisik puskesmas terhadap minat kunjungan ulang pasien dengan patient engagement sebagai mediasi di Puskesmas “X” Kota Jambi. Journal of Innovation Research and Knowledge, 5(4), 4437–4454.
Bakri, A. A. M., Ahri, R. A., & Batara, A. S. (2022). Pengaruh Kualitas Pelayanan Terhadap Minat Berkunjung Kembali Pasien Melalui Kepuasan Pasien Rawat Inap. Journal of Muslim Community Health (JMCH) 2022, 3(4), 1–15. https://doi.org/10.52103/jmch.v3i4.1170
Bariya, U. K., Rosyidah, & Hidayat, M. S. (2024). Pengaruh Mutu Pelayanan Terhadap Kepuasan Pasien Unit Rawat Jalan Di Rumah Sakit: Narative Literatur Review. Healthy Tadulako Journal (Jurnal Kesehatan Tadulako), 10(4), 547–555.
Candiago, K., & Pramono, R. (2024). Pengaruh service quality dan Brand Image terhadap revisit intention melalui word of mouth. Open Journal Systems, 19(04), 4193–4206. http://binapatria.id/index.php/MBI/article/download/1063/782
Cheah, J.-H., Ali Memon, M., Chuah, F., Ting, H., & Ramayah, T. (2018). Assessing Reflective Models In Marketing Research: A Comparison Between Pls And Plsc Estimates. International Journal of Business and Society, 19(1), 139–160.
Chrismawanti, M. (2020). Tinjauan kebutuhan sumber daya manusia di rekam medis berdasarkan metode analisis beban kerja kesehatan (abk-kes) di rumah sakit umum darmayu ponorogo. Jurnal Delima Harapan, 7(1), 48–57.
Creswell, John. W., & Creswell, J. D. (2023). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. In Research design Qualitative quantitative and mixed methods approaches.
Damayanthie, N., Ayubi, D., & Sulistiadi, W. (2024). The relationship between service quality, satisfaction, and image on revisit intentions in standard inpatient class patients at Rumah Sakit Umum Pusat Surakarta. International Journal of Research and Review, 11(1), 85–98. https://doi.org/10.52403/ijrr.20240110
Damayanti, A. A. M. P., & Kusumawardani, K. (2020). Predicting the revisit intention at private hospitals mediated by perceived service quality and satisfaction. The 1st International Congress on Regional Economic Development, Information Technology, and Sustainable Business, 105–122. https://www.researchgate.net/publication/349109881
Dhewi, S., Purwati, W. D., & Silviana, I. (2025). Factors influencing repeat visit intention with Brand Image as an intervening variable at G Hospital. Jurnal Mahasiswa Ilmu Kesehatan, 3(1), 159–172. https://doi.org/10.59841/jumkes.v3i1.2262
Edison, E. (2016). Manajemen Sumber Daya Manusia. Alfabeta.
Fairiska, N., & Sulistiadi, W. (2024). Pengaruh Brand Image rumah sakit terhadap niat kunjungan ulang pasien: literature review. Syntax Literate, 9(6), 3757–3764. https://search.ebscohost.com/login.aspx?direct=true&profile=ehost&scope=site&authtype=crawler&jrnl=25410849&AN=178364590&h=Aw5TmI0ECmZ2uWvROIsjiWJY%2BZaqiKjXZu0No0eJ8aV3KzAPwfJgsJuMDyncz68CzGU8FVEhNJs4V7SDvbCcmg%3D%3D&crl=c
Fengmin, Z., Baijun, W., Jiangtao, B., Li, L., & Patwary, A. K. (2022). Investigating revisit intention of medical tourists in China through nutritional knowledge, perceived medical quality, and trust in the physiologist: A recommendation on health tourism policy measures. Frontiers in Public Health, 10(893497.), 1–10. https://www.frontiersin.org/articles/10.3389/fpubh.2022.893497/pdf
Ghozali, I. (2018). Aplikasi analisis multivariete dengan program IBM SPSS 23.
Grudzewski, W. M., & Wilimowska, Z. (2017). Is Management a Science or an Art? From Theory to Practice of Management. International Journal of Synergy and Research, 6, 5–21. https://doi.org/10.17951/ijsr.2017.6.5
Gustianingrum, S., Aritonang, M., & Andayani, N. (2024). The influence of service quality and satisfaction on interest in return visits of inpatient patients at Bekasi Regency Hospital. Jurnal Indonesia Sosial Teknologi, 5(9), 3306–3317. http://jist.publikasiindonesia.id/
Habib, I., Baig, M. K., & Soomro, R. H. (2025). Assessing the influence of service quality on patient trust and re-visit intention: A HealthQual-based cross-sectional study of tertiary care hospitals in Karachi City. Center for Management Science Research, 3(1), 190–216. https://orcid.org/0000-0002-1157-6385
Hai, P. T., Cuong, N. T., Nguyen, V. C., & Thuong, M. T. (2021). Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention. Problems and Perspectives in Management, 19(4), 63–76. https://doi.org/10.21511/ppm.19(4).2021.06
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis eight edition. Cengage Learning EMEA: United Kingdom.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., Ray, S., Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). An introduction to structural equation modeling. In Partial least squares structural equation modeling (PLS-SEM) using R: a workbook. Springer.
Hamid, M., Sufi, I., Konadi, W., Yusrizal, A., & Iddris, J. (2019). Analisis Jalur Dan Aplikasi Spss Versi 25 Edisi Pertama. Aceh. Kopelma Darussalam, 165.
Hasibuan, M. S. P. (2018). Manajemen sumber daya manusia (Edisi Revisi). PT Bumi Aksara.
Helmawati, T., Handayani, S. D., & Selatan, J. L. (2014). Pengaruh kualitas layanan terhadap minat kunjungan ulang yang dimediasi oleh kepuasan pasien di Klinik Rumah Zakat Yogyakarta. Helmawati, T., & Handayani, S. D. (2014). Pengaruh Kualitas Layanan Terhadap Minat Kunjungan Ulang Yang Dimediasi Oleh Kepuasan Pasien Di Klinik Rumah Zakat Yogyakarta. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 3(1)., 3(1), 1–15.
Helmy, A., Widjaja, B. T., & Fushen. (2025). Pengaruh kualitas layanan dan citra rumah sakit terhadap kepuasan dan kepercayaan pasien di Sentra Medika Hospital Cibinong. Journal of Innovation Research and Knowledge, 4(10), 8005–8018. https://bajangjournal.com/index.php/JIRK/article/download/9958/7848
Hidayat, A., Andika, B. T., & Ekasasi, S. R. (2024). Determinants of revisit intention among Indonesian beauty clinic customers in distribution beauty clinic market: The mediating role of trust. Journal of Distribution Science, 22(2), 31–40. https://doi.org/10.15722/jds.22.02.202402.31
Huda, K., Al Abdoe, T., Sari, L. A., & Wantika, A. (2024). Studi Literatur Penerapan Konsep dan Peran Manajemen pada Organisasi. Metta: Jurnal Ilmu Multidisiplin, 4(2), 80–91.
Hutagaol, N. M., Ardi, A., & Wuisan, D. S. S. (2024). Pengaruh service quality, patient satisfaction, trust, commitment terhadap revisit intention outpatient BPJS di Rumah Sakit Sumber Waras. PREPOTIF: Jurnal Kesehatan Masyarakat, 8(3), 7754–7780.
Indaryani, L., & Wulandari, R. (2022). International Journal of Management Science and Application Effect of Service Quality and Trust on Revisiting Interest toward Customer Satisfaction. International Journal of Management Science and Application, 1(2), 68–78. https://doi.org/10.58291/ijmsa.v1n2.74
Indriani, F. N., Ruswanti, E., & Hilmy, M. R. (2024). Analysis of service quality and Brand Image on return visit intention through patient attitude. Jurnal Cinta Nusantara, 01(03), 1–16. https://jurnalbundaratu.org/journal/index.php/cintanusantarajournal
Irdan, Kusumapradja, R., & Ramadhan, Y. (2024). The effect of Brand Image and medical quality on intention of re-visit with word of mouth as a mediating variable among patients. International Journal of Nursing and Health Services (IJNHS), 7(2), 139–147. https://doi.org/10.35654/ijnhs.v7i4.799
Irhamni, E., Yaniawati, R. P., & Mulyani, K. (2023). Pengaruh Brand Image, perceived of service quality, dan trust terhadap minat kunjungan pasien rawat jalan di UPT Puskesmas Sale Rembang Jawa Tengah. Journal of Economics and Business, 12(6), 3696–3717. http://j-innovative.org/index.php/Innovative/article/download/7231/4911
Jak, Y., Cokro, S., & Rumengan, G. (2024). Hubungan Brand Image terhadap minat kunjungan ulang layanan poli spesialis pada pasien umum RSIA Ilanur. Jurnal Manajemen Dan Administrasi Rumah Sakit Indonesia (MARSI), 8(4), 384–397. https://ejournal.urindo.ac.id/index.php/MARSI/article/download/5314/2003
Jalil, V. P., & Aida, M. (2022). Analysis of quality service toward revisiting intention to the pediatric outpatient clinic at RSUD Belitung Timur with customer satisfaction as the intervening variable. Journal Of Ageing And Family, 2(2), 87–94. http://ejournal.urindo.ac.id/index.php/JournalOfAgeingAndFamily/index
Jonathan, J. V., Rahmat Syah, T. Y., & Wekadigunawan, C. (2022). Analisis minat kunjung ulang pasien non BPJS di unit rawat jalan Rumah Sakit “X.” Jurnal Ilmu Kesehatan Masyarakat, 11(01), 33–41. https://doi.org/10.33221/jikm.v11i01.1019
Kambodji, A. R. (2022). Pengaruh kepercayaan dan kualitas pelayanan terhadap kunjungan pasien kembali dengan kepuasan pasien sebagai variabel intervening pada Rumah Sakit PGI Cikini Jakarta. JUBIS, 3(2), 16–28.
Khasanah, U. U., & Mahendri, W. (2023). Pengaruh Kualitas Pelayanan dan Persepsi Harga Terhadap Minat Kunjungan Kembali Pasien melalui Kepuasan di Puskesmas Umum Ngimbang. Fokus Bisnis Media Pengkajian Manajemen Dan Akuntansi, 22(1), 85–96. https://doi.org/10.32639/fokbis.v22i1.384
Kotler, P., & Keller, K. L. (2016). A framework for marketing management (6/E). Baskı, Essex: Pearson Education Limited.
Lengkey, M. F., Nelwan, O. S., & Lengkong, V. P. K. (2020). Analisis Work Family Conflictdan Stres Kerja Terhadap Kinerjapegawai Melalui Komitmen Organisasi Sebagai Variabel Intervening Di Polda Sulut. Jurnal EMBA, 8(3), 1129–1141.
Lienata, A., & Pink Berlianto, M. (2023). The effect of service quality and clinic image on satisfaction to mediate revisit intention and loyalty in the beauty clinic industry. Daengku: Journal of Humanities and Social Sciences Innovation, 3(4), 551–563. https://doi.org/10.35877/454ri.daengku1735
Mandagi, D. W., Rampen, D. C., Soewignyo, T. I., & Walean, R. H. (2024). Empirical nexus of hospital brand gestalt, patient satisfaction and revisit intention. International Journal of Pharmaceutical and Healthcare Marketing, 18(2), 215–236. https://doi.org/10.1108/IJPHM-04-2023-0030
Marchama, H., Pasinringi, S. A., Rivai, F., Sidin, A. I., Anggraini, R., & Kadir, R. (2025). The impact of Brand Image, trust, and satisfaction on patient revisit intentions in the outpatient unit of a regional hospital in Indonesia. Pakistan Journal of Life and Social Sciences (PJLSS), 23(1), 24097–24107. https://doi.org/10.57239/PJLSS-2024-22.2.001719
Muktamar, A., Mutmainnah, I., Ramadan, E. F., Rusmini, R., & Arlini, L. (2024). Prinsip-Prinsip Manajemen. YPAD Penerbit.
Niartiningsih, A., Hidayah Nur, N., Paradilla, M., Takwa, M., & Ilmu Kesehatan, F. (2024). Pengaruh Brand Image Terhadap Kepuasan Pasien Instalasi Rawat Jalan RS Dr. Tadjuddin Chalid Makassar. Jurnal Kesehatan Nusantara Indonesia (JKNI), 01(01), 1–9.
Nurhadiyastuti, A., Indriyani, Y., Agustina, C., & Setyawan, A. (2025). The relationship between patient perception of service quality and polyclinic revisit interest. Journal La Medihealtico, 6(1), 193–206. https://doi.org/10.37899/journallamedihealtico.v6i1.1956
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. American Journal of Open Research, 2(7), 581–593. https://opsearch.us/index.php/us/index
Park, S., Kim, H. K., Choi, M., & Lee, M. (2021). Factors affecting revisit intention for medical services at dental clinics. PLoS ONE, 16(5). https://doi.org/10.1371/journal.pone.0250546
Periyanto, T., Ardi, & Sunarjo, R. A. (2024). Pengaruh eWOM, outcome quality, service encounter dan price reasonable terhadap revisit intention yang dimediasi patient satisfaction. Syntax Literate: Jurnal Ilmiah Indonesia, 9(9), 4726–4743. https://ejournal.unsrat.ac.id/index.php/jmbi/article/download/49234/43987
Pighin, M., Alvarez-Risco, A., Del-Aguila-Arcentales, S., Rojas-Osorio, M., & Yáñez, J. A. (2022). Factors of the revisit intention of patients in the primary health care system in Argentina. Sustainability (Switzerland), 14(20), 1–16. https://doi.org/10.3390/su142013021
Pranata, A. S. A., Andry, & Kusumapradja, R. (2021). The influenced factor of revisits patient intention to the Executive Polyclinic Hospital. Journal of Multidisciplinary Academic, 5(4), 360–366. https://doi.org/10.51971/joma.v5n4.16122021
Syukur, A. P., & Ahri, R. A. (2024). Pengaruh Brand Image Terhadap Kepuasan Pasien dan Pemanfaatan Kembali Layanan Kesehatan pada Unit Rawat di Inap RSIA Malebu Husada Makassar Tahun 2024. Journal of Aafiyah Health Research (JAHR) 2024, 5(1), 193–204. https://doi.org/10.52103/jahr.v5i1.1698
Profil - Rumah Sakit Bhayangkara POLDA DIY. (2025). Rumah Sakit Bhayangkara POLDA DIY. https://www.rsbhayangkarajogja.com/profil
Purwanto, A., & Sudargini, Y. (2021). Partial Least Squares Structural Squation Modeling (PLS-SEM) Analysis for Social and Management Research : A Literature Review. Journal of Industrial Engineering & Management Research, 2(4). https://doi.org/10.7777/jiemar.v2i4
Purwanto, B. T., Muchlis, N., & Multazam, A. M. (2022). Pengaruh citra rumah sakit dan kualitas pelayanan terhadap minat berobat pasien rawat jalan di RSAU dr. Dody Sardjoto. Journal of Muslim Community Health (JMCH) 2022, 3(4), 153–168. https://doi.org/10.52103/jmch.v3i4.1183
Putra, T. D. M., Romadhona, N. L., & Abdullah, T. M. K. (2024). Enhancing patient revisit intention and positive word of mouth: An empirical study of medical tourism. Jurnal Manajemen Dan Kewirausahaan, 12(1), 100–109. https://www.researchgate.net/profile/Tengku-Abdullah/publication/388555498_Enhancing_Patient_Revisit_Intention_and_Positive_Word_of_Mouth_An_Empirical_Study_of_Medical_Tourism/links/679cdb3096e7fb48b9aace1c/Enhancing-Patient-Revisit-Intention-and-Positive-Word-of-Mouth-An-Empirical-Study-of-Medical-Tourism.pdf
Putri, H. M., & Afriyani, L. D. (2025). The Relationship Between Perceptions of Service Quality and Patient’s Re-Visit Interest at The Wahyu Medika Clinic. Indonesian Journal of Midwifery, 8(1), 72–81. https://doi.org/http://jurnal.unw.ac.id/index.php/ijm
Rachmadana, D., Soelistya, D., & Sutoyo. (2025). Pengaruh kualitas pelayanan dan fasilitas terhadap minat kunjungan ulang pasien rawat jalan dengan kepuasan sebagai variabel intervening di RS Amelia Pare. Jurnal Manajemen Kesehatan Indonesia, 13(2), 134–144.
Raharjo, D. P., & Jayanegara, O. (2025). Pengaruh Service Quality, Brand Image, dan Patient Trust terhadap Revisit Intention Dimediasi oleh Patient Satisfaction di RS XYZ Jakarta Barat. Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 6(4), 2913–2922. https://doi.org/10.38035/jmpis.v6i4
Rahman, A. S., & Desembrianita, E. (2023). Pengaruh service quality dan hospital image terhadap revisit intention melalui word of mouth pada layanan rawat inap di Rumah Sakit Umum Daerah Ibnu Sina Kabupaten Gresik. JIS: Jurnal Ilmu Sosial, 3(1), 199–222. https://ejournal.penerbitjurnal.com/index.php/socialscience/article/download/110/86
Rahmawati, N. E., Wardoyo, D. T. W., & Kistyanto, A. (2024). Influence of service quality regarding intention to revisit intention through patient satisfaction at the Wiyung Health Center, Surabaya City. Business and Finance Journal, 9(2), 113–122. https://journal2.unusa.ac.id/index.php/BFJ/article/download/6519/2566
Resky, S. D., Dinianti, A., & Irwan. (2025). Kualitas Pelayanan dan Pengaruhnya terhadap Minat Kunjungan Ulang Pasien Rawat Jalan pada Poliklinik Dirumah Sakit Islam Faisal Makassar. Journal of Educational Innovation and Public Health, 3(1), 122–142. https://doi.org/10.55606/innovation.v3i1.3543
RI, K. K. (2020). Peraturan Menteri Kesehatan Nomor 3 Tahun 2020 tentang Klasifikasi dan Perizinan Rumah Sakit.
Rifa, A., & Bernarto, I. (2023). Patient satisfaction and intention to revisit outpatient specialist clinic at XYZ Hospital, Bekasi City. Indonesian Journal of Business and Entrepreneurship, 9(3), 887–897. https://doi.org/10.17358/jabm.9.887
Rindasiwi, D. T., & Tan, P. H. P. (2024). The Influence of Hospital Brand Image, Health Service Quality and Patient Satisfaction on Loyalty at Arosuka Regional Hospital. International Journal of Science and Society, 6(4), 247–267. http://ijsoc.goacademica.com
Samad, A., Amelia, A. R., & Patimah, S. (2025). Analisis Pengaruh Kepuasan Layanan dan Loyalitas Terhadap Kunjungan Ulang Pasien Umum RSUD Lanto Dg Pasewang Kabupaten Jeneponto. Journal of Aafiyah Health Research (JAHR) 2025, 6(2), 58–68. https://doi.org/10.52103/jahr.v6i2.2017
Sangkot, H. S., Latifah, U., Suryandari, P. E. S. D. H., & Wijaya, A. (2022). Analisis Pengaruh Kepuasan Pasien Rawat Jalan Terhadap Minat Kunjungan Ulang Di RS X Kota Madiun. Jurnal Manajemen Kesehatan Indonesia, 10(2), 141–147.
Rusandy, D. S. (2016). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Pasien Rawat Inap. JMK, 1(3), 191–205.
Sharka, R., Sedayo, L., Morad, M., & Abuljadayel, J. (2024). Measuring the impact of dental service quality on revisit intention using an extended SERVQUAL model. Frontiers in Oral Health, 5, 1–10. https://doi.org/10.3389/froh.2024.1362659
Shilvira, A., Fitriani, A. D., & Satria, B. (2023). Pengaruh kepuasan pasien terhadap minat kunjungan ulang di ruang rawat inap Rumah Sakit Umum Bina Kasih Medan. Sikontan Journal, 1(3), 205–214. https://doi.org/10.54443/sikontan.v1i3.575
Sianita, P. P., Harwani, Y., Permana, D., & Imaningsih, E. S. (2024). Factors influencing revisit intention of class B hospital patients in Jakarta. Dinasti International Journal of DIgital Business and Management, 5(2), 382–390. https://doi.org/10.31933/dijdbm.v5i2
Siripipatthanakul, S. (2021). Service quality, patient satisfaction, word-of-mouth, and revisit intention in a dental clinic, Thailand. International Journal of Trend in Scientific Research and Development, 5(5), 832–841. http://creativecommons.org/licenses/by/4.0
Soulisa, I. S., & Hidayat, D. S. (2022). Persepsi nilai, kepercayaan, kepuasan dan minat pasien berkunjung ulang dalam situasi pandemi (studi pada Puskesmas Pangkah). Jurnal Magisma, X(2), 165–179. https://jurnal.stiebankbpdjateng.ac.id/jurnal/index.php/magisma/article/download/226/214
Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. In Prof. Dr. Sugiyono. 2018. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta. CV Alfabeta.
Sulaiman, Sy. (2020). Manajemen Sebagai Seni, Ilmu, dan Profesi. In Hartini (Ed.), Pengantar Manajemen (Konsep dan Pendekatan Teoritis) (pp. 33–44). PENERBIT MEDIA SAINS INDONESIA.
Syah, T. Y. R., & Suyitno, E. (2025). How to create patients revisit intention? A study on private hospitals in Indonesia. Innovative Marketing, 21(1), 75–88. https://doi.org/10.21511/im.21(1).2025.07
Tahir, S., Asrina, A., & Hamzah, W. (2025). Pengaruh Kualitas Pelayanan Petugas Terhadap Minat Kunjungan Ulang Pemeliharaan Kesehatan Gigi dan Mulut pada Pasien di Poli Gigi Puskesmas Puuwatu Kota Kendari. Journal of Aafiyah Health Research, 6(1), 190–199. https://doi.org/10.52103/jahr.v6i1.1935
Tanner, J., & Kristaung, R. (2024). Pengaruh value co-creation dan hospital Brand Image terhadap patient loyalty serta revisit intention di Rumah Sakit Gigi dan Mulut Jakarta. Co-Value: Jurnal Ekonomi, Koperasi & Kewirausahaan, 15(3), 1–13. https://journal.ikopin.ac.id
Toreh, C., & Wuisan, D. S. S. (2024). The influence of service quality, Brand Image, and communication on patient satisfaction and loyalty of urology patient at Siloam Hospital Manado in 2023. Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi., 11(1), 505–522.
Wang, J. H., Feng, H., & Wu, Y. (2020). Exploring key factors of medical tourism and its relation with tourism attraction and re-visit intention. Cogent Social Sciences, 6(1), 1–26. https://doi.org/10.1080/23311886.2020.1746108
Wijaya, H., Rohendi, A., & Mulyani, K. (2024). Pengaruh Kepercayaan, Kualitas Pelayanan, dan Kewajaran Harga Terhadap Kepuasan Pasien Di Klinik S, Tangerang Selatan. INNOVATIVE: Journal Of Social Science Research, 4(1), 2446–2457.
Wijaya, N. R. H., & Cokki. (2025). The effect of hospital image, perceived medical quality, and word of mouth on the intention to visit again at the Internal Medicine Polyclinic of Ciawi Hospital. Journal of Universal Studies, 5(3), 3361–3373. http://eduvest.greenvest.co.id
Wiogo, L. (2025). The effect of service quality and perceived value on revisit intention mediated by customer satisfaction in primary health care. Journal of Multidiciplinary Research and Development, 7(3), 1892–1908. https://doi.org/10.38035/rrj.v7i3
Woo, S., & Choi, M. (2021). Medical service quality, patient satisfaction and intent to revisit: Case study of public hub hospitals in the Republic of Korea. PLoS ONE, 16(6), 1–14. https://doi.org/10.1371/journal.pone.0252241
Yüksel, A., & Yüksel, F. (2008). Consumer satisfaction theories: a critical review. Tourist Satisfaction and Complaining Behavior: Measurement and Management Issues in the Tourism and Hospitality Industry, 22(1), 65–88.
Yuniarti, Y., & Hidayat, A. (2021). The analysis of patients’ revisits intention factors in sub-urban hospital. International Journal of Research in Business and Social Science (2147- 4478), 10(4), 420–429. https://doi.org/10.20525/ijrbs.v10i4.1232
Zahra, S. A., Farida, N., & Arso, S. P. (2023). Effect of customer value and trust on patient revisit intention: Satisfaction as mediator. Journal of Health Science and Prevention, 7(2), 81–87. https://doi.org/10.29080/jhsp.v7i2.909
License
Copyright (c) 2026 Ahmad Syakur Banafif, Kosasih, Rulia, Etty Sofia Mariati Asnar, Farida Yuliaty, Vip Paramarta
This work is licensed under a Creative Commons Attribution 4.0 International License.
