THE INFLUENCE OF CLINIC IMAGE AND SERVICE QUALITY ON PATIENT VISITING INTEREST AND ITS IMPLICATIONS ON PATIENT SATISFACTION (Survey Study at JEC@ Cinere Main Eye Clinic )
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2026-11-09Downloads
Abstract
This research is motivated by the increasing need for eye health services and changes in patient behavior, who increasingly consider reputation and service quality when choosing a healthcare facility. The JEC@Cinere Main Eye Clinic showed an increase in patient visits in the 2021–2025 period, dominated by BPJS patients. Although the clinic's image was assessed positively, a pre-survey indicated that there were still aspects of service quality that needed to be improved, particularly the comfort of the facilities and the service flow. This study aimed to analyze the influence of clinic image and service quality on patient visit intention and its implications for patient satisfaction. The study used a quantitative approach with a descriptive verification design. A sample of 100 respondents was determined through purposive sampling, and data were collected using a Likert scale questionnaire. Analysis was performed using path analysis, t-test, F-test, coefficient of determination, and Sobel test. The results showed that clinic image and service quality significantly influenced visit intention, both partially and simultaneously, with a contribution of 20.1%. Clinic image, service quality, and visit intention also significantly influenced patient satisfaction, with a model contribution of 43.3%. However, visit intention was not proven to mediate the influence of clinic image and service quality on patient satisfaction. In conclusion, improving the clinic's image and service quality directly becomes an important strategy to increase patient satisfaction and strengthen trust and the sustainability of patient utilization of health services.
Keywords:
Clinic Image Service Quality Visiting Intention Patient SatisfactionReferences
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