How to create patients revisit intention? A study on private hospitals in Indonesia
This study investigates the factors influencing the revisit intentions of female diabetes patients at private hospitals in Indonesia. The research explores the roles of complaint handling and social media promotion in building patient trust and satisfaction, and their impact on the intention to retu...
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| Format: | Article |
| Language: | English |
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LLC "CPC "Business Perspectives"
2025-02-01
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| Series: | Innovative Marketing |
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| Online Access: | https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/21551/IM_2025_01_Syah.pdf |
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| author | Tantri Yanuar Rahmat Syah Edi Suyitno |
| author_facet | Tantri Yanuar Rahmat Syah Edi Suyitno |
| author_sort | Tantri Yanuar Rahmat Syah |
| collection | DOAJ |
| description | This study investigates the factors influencing the revisit intentions of female diabetes patients at private hospitals in Indonesia. The research explores the roles of complaint handling and social media promotion in building patient trust and satisfaction, and their impact on the intention to return. Utilizing a quantitative approach with a survey of 131 respondents, the study employs Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze the relationships among the factors. The findings reveal that while service quality significantly affects patient satisfaction, it does not directly influence revisit intentions. Effective complaint handling enhances patient trust, particularly for those with more complex diabetes cases, and social media promotion positively impacts both trust and revisit intentions. The implications of these findings suggest that hospitals should focus on improving operational efficiency, handling complaints effectively, and implementing robust social media strategies to strengthen patient loyalty and retention. This research provides valuable insights for healthcare providers aiming to boost patient satisfaction and revisit rates amidst competitive and resource-limited environments. |
| format | Article |
| id | doaj-art-a5ca4d1b7a604f2495f59bf8127b814b |
| institution | Kabale University |
| issn | 1814-2427 1816-6326 |
| language | English |
| publishDate | 2025-02-01 |
| publisher | LLC "CPC "Business Perspectives" |
| record_format | Article |
| series | Innovative Marketing |
| spelling | doaj-art-a5ca4d1b7a604f2495f59bf8127b814b2025-02-04T07:16:54ZengLLC "CPC "Business Perspectives"Innovative Marketing1814-24271816-63262025-02-01211758810.21511/im.21(1).2025.0721551How to create patients revisit intention? A study on private hospitals in IndonesiaTantri Yanuar Rahmat Syah0https://orcid.org/0000-0003-2127-7036Edi Suyitno1SE, MSM, Lecturer, Faculty Member, Faculty of Economics and Business, Department of Management, Esa Unggul University, IndonesiaStudent, Faculty of Economics and Business, Department of Management, Esa Unggul University, IndonesiaThis study investigates the factors influencing the revisit intentions of female diabetes patients at private hospitals in Indonesia. The research explores the roles of complaint handling and social media promotion in building patient trust and satisfaction, and their impact on the intention to return. Utilizing a quantitative approach with a survey of 131 respondents, the study employs Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze the relationships among the factors. The findings reveal that while service quality significantly affects patient satisfaction, it does not directly influence revisit intentions. Effective complaint handling enhances patient trust, particularly for those with more complex diabetes cases, and social media promotion positively impacts both trust and revisit intentions. The implications of these findings suggest that hospitals should focus on improving operational efficiency, handling complaints effectively, and implementing robust social media strategies to strengthen patient loyalty and retention. This research provides valuable insights for healthcare providers aiming to boost patient satisfaction and revisit rates amidst competitive and resource-limited environments.https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/21551/IM_2025_01_Syah.pdfcomplaint handlingdiabeteshospitalrevisit intentionsatisfactionsocial media |
| spellingShingle | Tantri Yanuar Rahmat Syah Edi Suyitno How to create patients revisit intention? A study on private hospitals in Indonesia Innovative Marketing complaint handling diabetes hospital revisit intention satisfaction social media |
| title | How to create patients revisit intention? A study on private hospitals in Indonesia |
| title_full | How to create patients revisit intention? A study on private hospitals in Indonesia |
| title_fullStr | How to create patients revisit intention? A study on private hospitals in Indonesia |
| title_full_unstemmed | How to create patients revisit intention? A study on private hospitals in Indonesia |
| title_short | How to create patients revisit intention? A study on private hospitals in Indonesia |
| title_sort | how to create patients revisit intention a study on private hospitals in indonesia |
| topic | complaint handling diabetes hospital revisit intention satisfaction social media |
| url | https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/21551/IM_2025_01_Syah.pdf |
| work_keys_str_mv | AT tantriyanuarrahmatsyah howtocreatepatientsrevisitintentionastudyonprivatehospitalsinindonesia AT edisuyitno howtocreatepatientsrevisitintentionastudyonprivatehospitalsinindonesia |