Pengaruh Kualitas Layanan, E-Wom, Dan Kepuasan Pasien Terhadap Niat Kunjungan Ulang Yang Dimoderasi Oleh Kesadaran Kesehatan Pada Puskesmas Wonokusumo

Retno, Citra Widya (2025) Pengaruh Kualitas Layanan, E-Wom, Dan Kepuasan Pasien Terhadap Niat Kunjungan Ulang Yang Dimoderasi Oleh Kesadaran Kesehatan Pada Puskesmas Wonokusumo. Masters thesis, Universitas Hayam Wuruk Perbanas.

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Abstract

This study examines the influence of service quality, patient satisfaction, and electronic word of mouth (e-WOM) on the intention to revisit at Puskesmas Wonokusumo, with health awareness as a moderating variable. The research employed a quantitative cross-sectional design involving 252 patient respondents. Data were analyzed using Structural Equation Modeling (SEM) with SMART PLS software. The results indicate that service quality significantly positively affects revisit intention, patient satisfaction, and e-WOM. Patient satisfaction also significantly positively affects e-WOM. However, e-WOM positively but insignificantly affects revisit intention, and patient satisfaction does not significantly influence revisit intention. Health awareness does not moderate the effect of patient satisfaction on e-WOM. These findings highlight the critical role of improving service quality to enhance patient satisfaction and loyalty. Practical implications include improving physical facilities, modernizing medical equipment, and optimizing e-WOM management. This study contributes to developing primary healthcare service management and offers recommendations for future research.

Item Type:	Thesis (Masters)
Subjects:	300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 330 - ECONOMICS
Divisions:	Magister of Management
Depositing User:	CITRA WIDYA RETNO
Date Deposited:	17 Sep 2025 09:41
Last Modified:	17 Sep 2025 09:41
URI:	http://eprints.perbanas.ac.id/id/eprint/13754

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