Patient Experience and WOM, Influence Revisit Intention: The Mediating Role of Trust Among Non-JKN Outpatients
TL;DR
Patient experience both directly and via trust, plays a vital role in increasing patient retention, and the impact of word of mouth on intention to revisit is purely direct.
Abstract
Introduction: The population growth rate in Bekasi City has triggered intense competition in the healthcare sector, including for St. Elisabeth Hospital Bekasi, which faces negative service reviews that risk eroding patient trust and retention. Objective: This study aims to analyze the influence of Patient Experience and Word of Mouth on Revisit Intention, with Trust as a mediating variable among Non-JKN Outpatients at St. Elisabeth Hospital Bekasi. Methods: Employing a quantitative approach with a causal design, this study sampled 387 respondents from a population of 11,597 first-time non-JKN patients. Primary data were collected through questionnaires and analyzed using Structural Equation Modeling (SEM) via SmartPLS version 4. Results: Patient Experience and Word of Mouth have a positive and significant effect on Revisit Intention, both directly and indirectly through Trust. Patient Experience also has a positive and significant effect on Trust. However, Word of Mouth was found to have a negative and insignificant relationship with Trust. Conclusion: Patient experience both directly and via trust, plays a vital role in increasing patient retention. Whereas the impact of word of mouth on intention to revisit is purely direct. Management is recommended to enhance self-care education, cultivate proactive communication among healthcare professionals, and improve service workflow coordination.