The Effect of Service Quality, Perceived Value, on Revisit Intention Mediated by Customer Satisfaction in Primary Health Care
##plugins.themes.academic_pro.article.main##
Published
Mar 10, 2025
Abstract
The healthcare system in Indonesia plays a vital role in public well-being and is continuously evaluated for improvement. Customer satisfaction is crucial in healthcare, as it directly influences patient retention and revisit intention. This study examines the interplay between service quality, perceived value, patient satisfaction, and revisit intention at Klinik Pratama XYZ, a primary healthcare clinic in Kelapa Gading, North Jakarta. Despite a 5.7% growth in patient visits from 2022 to 2023, this increase fell short of expectations, highlighting the need for service enhancement. The research adopts a quantitative approach to analyze how service quality and perceived value affect patient satisfaction and their subsequent revisit intention. Factors such as tangibility, reliability, responsiveness, assurance, and empathy are evaluated using the SERVQUAL model. Findings aim to provide actionable insights for Klinik Pratama's management to optimize service delivery, ensuring patient satisfaction and fostering loyalty. This study contributes to academic discourse on healthcare management while offering practical recommendations for enhancing primary healthcare services in a competitive landscape. Patient satisfaction, as emphasized in national health service regulations, serves as a benchmark for service quality and sustainability. The research underscores the importance of a strategic and holistic approach to maintaining and improving healthcare delivery standards.
##plugins.themes.academic_pro.article.details##
This work is licensed under a Creative Commons Attribution 4.0 International License.
Hak Cipta :
Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:
- Hak cipta pada setiap artikel adalah milik penulis.
- Penulis mengakui bahwa Ranah Research : Journal of Multidisciplinary Research and Development berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
- Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di Ranah Research.
How to Cite
Wiogo, L. (2025) “The Effect of Service Quality, Perceived Value, on Revisit Intention Mediated by Customer Satisfaction in Primary Health Care”, Ranah Research : Journal of Multidisciplinary Research and Development, 7(3), pp. 1892-1908. doi: 10.38035/rrj.v7i3.1441.
References
Abbasi, G. A., Kumaravelu, J., Goh, Y. N., & Dara Singh, K. S. (2021). Understanding the intention to revisit a destination by expanding the theory of planned behaviour (TPB). Spanish Journal of Marketing - ESIC, 25(2), 282–311. https://doi.org/10.1108/SJME-12-2019-0109
Adirestuty, F. (2019). Customer-Perceived Value in Creating Customer Satisfaction and Revisit Intention in Sharia Hotels. Journal of Islamic Monetary Economics and Finance, 5(2), 367–368. https://doi.org/10.21098/jimf.v5i2.1067
Ahmed, S., Tarique, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International Journal of Health Care Quality Assurance, 30(5), 477–488. https://doi.org/10.1108/IJHCQA-01-2017-0004
Akbolat, M., Sezer, C., Ünal, Ö., & Amarat, M. (2021). The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention. Health Marketing Quarterly, 38(1), 12–22. https://doi.org/10.1080/07359683.2021.1947080
Ali Memon, M., Ting, H., Cheah, J.-H., Thurasamy, R., Chuah, F., & Huei Cham, T. (2020). Journal of Applied Structural Equation Modeling SAMPLE SIZE FOR SURVEY RESEARCH: REVIEW AND RECOMMENDATIONS. In Journal of Applied Structural Equation Modeling (Vol. 4, Issue 2).
Ali, A., & Bhasin, J. (2019). Understanding Customer Repurchase Intention in E-commerce: Role of Perceived Price, Delivery Quality, and Perceived Value. Jindal Journal of Business Research, 8(2), 142–157. https://doi.org/10.1177/2278682119850275
An, S., Suh, J., & Eck, T. (2019). Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for airbnb guests. International Journal of Tourism Sciences, 19(3), 145–165. https://doi.org/10.1080/15980634.2019.1663980
Armyta, N., & Dewi, S. (2023). ANALISA PENGARUH SERVICE QUALITY, PRICE FAIRNESS, WORD OF MOUTH, NORMA SUBJEKTIF DAN PERCEIVED BEHAVIORAL CONTROL TERHADAP INTENSI BERKUNJUNG. http://sosains.greenvest.co.id
Barkah, & Puty Febriasari. (2021). Factor that Influencing Tourist Revisit Intention. Jurnal Dinamika Manajemen, 10(1), 77–87. https://doi.org/10.15294/jdm.v10i1.17359
Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025
Cho, M., Bonn, M. A., & Li, J. (Justin). (2019). Differences in perceptions about food delivery apps between single-person and multi-person households. International Journal of Hospitality Management, 77, 108–116. https://doi.org/10.1016/j.ijhm.2018.06.019
Clemes, M. D., Gan, C., Kao, T. H., & Choong, M. (2008). An empirical analysis of customer satisfaction in international air travel. Innovative Marketing, 4(2), 49–62.
Damanik, J., & Yusuf, M. (2022). Effects of perceived value, expectation, visitor management, and visitor satisfaction on revisit intention to Borobudur Temple, Indonesia. Journal of Heritage Tourism, 17(2), 174–189. https://doi.org/10.1080/1743873X.2021.1950164
Enas, U. (2020). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS IMBANAGARA KABUPATEN CIAMIS. 20, 126–133.
Fauzi, M. A. (2023). PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RUMAH SAKIT PELNI.
García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21(3), 250–262. https://doi.org/10.1016/j.smr.2017.07.003
Ge, Y., Yuan, Q., Wang, Y., & Park, K. (2021). The structural relationship among perceived service quality, perceived value, and customer satisfaction-focused on starbucks reserve coffee shops in Shanghai, China. Sustainability (Switzerland), 13(15). https://doi.org/10.3390/su13158633
Hair, J., & Alamer, A. (2022). Partial Least Squares Structural Equation Modeling (PLS-SEM) in second language and education research: Guidelines using an applied example. Research Methods in Applied Linguistics, 1(3). https://doi.org/10.1016/j.rmal.2022.100027
Halaweh, M., & Salameh, F. F. (2023). Using Social Media Data for Exploring Healthcare Service Quality. International Journal of Healthcare Information Systems and Informatics, 18(1). https://doi.org/10.4018/IJHISI.325064
Hamari, J., Hanner, N., & Koivisto, J. (2020). “Why pay premium in freemium services?” A study on perceived value, continued use and purchase intentions in free-to-play games. International Journal of Information Management, 51. https://doi.org/10.1016/j.ijinfomgt.2019.102040
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Heydari Fard, M., Sanayei, A., & Ansari, A. (2021a). Determinants of Medical Tourists’ Revisit and Recommend Intention. International Journal of Hospitality and Tourism Administration, 22(4), 429–454. https://doi.org/10.1080/15256480.2019.1650688
Heydari Fard, M., Sanayei, A., & Ansari, A. (2021b). Determinants of Medical Tourists’ Revisit and Recommend Intention. International Journal of Hospitality and Tourism Administration, 22(4), 429–454. https://doi.org/10.1080/15256480.2019.1650688
Isa, S. M., Ariyanto, H. H., & Kiumarsi, S. (2020). The effect of place attachment on visitors’ revisit intentions: evidence from Batam. Tourism Geographies, 22(1), 51–82. https://doi.org/10.1080/14616688.2019.1618902
Jaleel, A. A., Yajid, M. S. A., Khatibi, A., & Azam, S. M. F. (2021). Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: Empirical evidence from the Maldives. Management Science Letters, 1845–1854. https://doi.org/10.5267/j.msl.2021.1.019
Karsana, W., & Murhadi, W. R. (2021). EFFECT OF SERVICE QUALITY AND PATIENT SATISFACTION ON BEHAVIORAL INTENTION. In Journal of Entrepreneurship & Business (Vol. 2, Issue 1).
Kashif, M., Samsi, S. Z. M., Awang, Z., & Mohamad, M. (2016). EXQ: measurement of healthcare experience quality in Malaysian settings: A contextualist perspective. International Journal of Pharmaceutical and Healthcare Marketing, 10(1), 27–47. https://doi.org/10.1108/IJPHM-03-2015-0011
Khasawneh, M. S., & Alfandi, A. M. (2019). Determining behaviour intentions from the overall destination image and risk perception. Tourism and Hospitality Management, 25(2), 355–375. https://doi.org/10.20867/thm.25.2.6
Khorshidi, H. A., Nikfalazar, S., & Gunawan, I. (2016). Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains’ services. TQM Journal, 28(2), 195–215. https://doi.org/10.1108/TQM-02-2014-0026
Kotler, P., & Armstrong, G. (2018). PRINCIPLE OF MARKETING. 40.
Kotler, Philip., Keller, K. Lane., Tan, C. Tiong., Ang, S. Hoon., & Leong, S. Meng. (2018). Marketing management : an Asian perspective. Pearson Education Limited.
Lai, K. P., Yee Yen, Y., & Siong Choy, C. (2020). The effects of service quality and perceived price on revisit intention of patients: the Malaysian context. International Journal of Quality and Service Sciences, 12(4), 541–558. https://doi.org/10.1108/IJQSS-02-2019-0013
Lee, S., Jeong, E., & Qu, K. (2020). Exploring Theme Park Visitors’ Experience on Satisfaction and Revisit Intention: A Utilization of Experience Economy Model. Journal of Quality Assurance in Hospitality and Tourism, 21(4), 474–497. https://doi.org/10.1080/1528008X.2019.1691702
Li, F., Wen, J., & Ying, T. (2018). The influence of crisis on tourists’ perceived destination image and revisit intention: An exploratory study of Chinese tourists to North Korea. Journal of Destination Marketing and Management, 9, 104–111. https://doi.org/10.1016/j.jdmm.2017.11.006
Loi, L. T. I., So, A. S. I., Lo, I. S., & Fong, L. H. N. (2017). Does the quality of tourist shuttles influence revisit intention through destination image and satisfaction? The case of Macao. Journal of Hospitality and Tourism Management, 32, 115–123. https://doi.org/10.1016/j.jhtm.2017.06.002
Mahmudi Rosid, Moch. (2024). Adventure Destinations In Indonesia: The Function Of Perceived Value, And Effect On Visitor Experience And Revisit Intention. International Journal of Science, Technology & Management, 5(1), 91–107. https://doi.org/10.46729/ijstm.v5i1.1045
Manik, E., Tinggi, S., Pasundan, I. E., Sidharta, I., Juhana, D., & Febrinella, C. (2017). EMPIRICAL STUDY ON PATIENT SATISFACTION AND PATIENT LOYALTY ON PUBLIC HOSPITAL IN BANDUNG, INDONESIA. In I J A B E R (Vol. 13, Issue 6). https://www.researchgate.net/publication/301680970
Mannan, M., Chowdhury, N., Sarker, P., & Amir, R. (2019). Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants. Journal of Modelling in Management, 14(4), 922–947. https://doi.org/10.1108/JM2-12-2017-0135
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; an application of physician’s behavior as a moderator. International Journal of Environmental Research and Public Health, 16(18). https://doi.org/10.3390/ijerph16183318
Mohd Isa, S., Lim, G. S. S., & Chin, P. N. (2019). Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia. International Journal of Pharmaceutical and Healthcare Marketing, 13(2), 140–159. https://doi.org/10.1108/IJPHM-10-2017-0056
Nguyen Viet, B., Dang, H. P., & Nguyen, H. H. (2020). Revisit intention and satisfaction: The role of destination image, perceived risk, and cultural contact. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1796249
Nguyen, N. X., Tran, K., & Nguyen, T. A. (2021). Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country. Patient Preference and Adherence, 15, 2523–2538. https://doi.org/10.2147/PPA.S333586
Nhĩ, N. X., & Minh, H. C. (2019). SERVICE QUALITY, CUSTOMER PERCEIVED VALUE AND REPURCHASE INTENTION IN B2B PROFESSIONAL SERVICE CONTEXT-THE CASE OF GENERAL INSURANCE SECTOR IN VIETNAM In Partial Fulfillment of the Requirements for the Degree of DOCTOR OF PHILOSOPHY In Business Administration.
Prakoeswa, C. R. S., Hidayah, N., & Dewi, A. (2022). A Systematic Review on Hospital’s Patient Satisfaction and Loyalty in Indonesia. Open Access Macedonian Journal of Medical Sciences, 10(F), 655–664. https://doi.org/10.3889/oamjms.2022.10100
Sarstedt, M., Hair, J. F., Cheah, J. H., Becker, J. M., & Ringle, C. M. (2019). How to specify, estimate, and validate higher-order constructs in PLS-SEM. Australasian Marketing Journal, 27(3), 197–211. https://doi.org/10.1016/j.ausmj.2019.05.003
Satriawan, A., Abdillah, Y., & Pangestuti, E. (2022). ANALISIS DESTINATION IMAGE TERHADAP REVISIT INTENTION MELALUI SATISFACTION DAN PLACE ATTACHMENT: LITERATURE REVIEW. https://profit.ub.ac.id
Shabbir, A., Malik, S. A., & Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality and Reliability Management, 33(5), 538–557. https://doi.org/10.1108/IJQRM-06-2014-0074
Siripipatthanakul, S., & Nyen Vui, C. (2021). Dental practice-related factors and patient loyalty in dental clinics, Laem Chabang, Thailand : The mediating role of patient satisfaction. In International Journal of Behavioral Analytics (Vol. 1, Issue 2). https://ssrn.com/abstract=3943777
Stylos, N., Vassiliadis, C. A., Bellou, V., & Andronikidis, A. (2016). Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination. Tourism Management, 53, 40–60. https://doi.org/10.1016/j.tourman.2015.09.006
Sugianto, E., & Ardhanari, M. (2021). Edwin Sugianto, Margaretha Ardhanari THE EFFECT OF COUNTRY IMAGE, PRICE FAIRNESS AND ETHICAL PRACTICE TO CUSTOMER SATISFACTION THROUGH CUSTOMER PRECEIVED VALUE OF TTS LECI SIRUP IN SURABAYA. In Universitas Putera Batam (Vol. 9, Issue 2). www.cnbcindonesia.com
Suhartapa, S., & Sulistyo, A. (2021). Pengaruh Persepsi dan Motivasi Wisatawan Terhadap Minat Kunjung Ulang di Pantai Baru Yogyakarta. Khasanah Ilmu - Jurnal Pariwisata Dan Budaya, 12(2), 115–122. https://doi.org/10.31294/khi.v12i2.10579
Toda, H. (2019). KUALITAS PELAYANAN BAGI PASIEN RAWAT INAP PESERTA BPJS DI RSUD. PROF W. Z.JOHANNES KUPANG. 195–214.
Wandebori, H. (2017). Revisit Intention to Hospital: Factors Unveiled From a Case Study of Balimed Hospital. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 10(3), 205. https://doi.org/10.20473/jmtt.v10i3.3551
Wang Associate professor, Y.-H., & Li-Yan Chen, R. (2016). An Empirical Study of the Effect of Perceived Price on Purchase Intention Evidence from Low-Cost Carriers. In International Journal of Business and Social Science (Vol. 7, Issue 4). www.ijbssnet.com
Wang, Y., & Hazen, B. T. (2016). Consumer product knowledge and intention to purchase remanufactured products. International Journal of Production Economics, 181, 460–469. https://doi.org/10.1016/j.ijpe.2015.08.031
Watanabe, E. A. de M., Alfinito, S., Curvelo, I. C. G., & Hamza, K. M. (2020). Perceived value, trust and purchase intention of organic food: a study with Brazilian consumers. British Food Journal, 122(4), 1070–1184. https://doi.org/10.1108/BFJ-05-2019-0363
Yadav, M., & Rahman, Z. (2018). The influence of social media marketing activities on customer loyalty: A study of e-commerce industry. Benchmarking, 25(9), 3882–3905. https://doi.org/10.1108/BIJ-05-2017-0092
Yunike, Y., Tyarini, I. A., Evie, S., Hasni, H., Suswinarto, D. Y., & Suprapto, S. (2023). Quality of Health Services to the Level of Patient Satisfaction. Jurnal Ilmiah Kesehatan Sandi Husada, 12(1), 183–189. https://doi.org/10.35816/jiskh.v12i1.990
Zang, W., Qian, Y., & Song, H. (2022). The Effect of Perceived Value on Consumers’ Repurchase Intention of Commercial Ice Stadium: The Mediating Role of Community Interactions. International Journal of Environmental Research and Public Health, 19(5). https://doi.org/10.3390/ijerph19053043
Zhang, H., Wu, Y., & Buhalis, D. (2018). A model of perceived image, memorable tourism experiences and revisit intention. Journal of Destination Marketing and Management, 8, 326–336. https://doi.org/10.1016/j.jdmm.2017.06.004.
Adirestuty, F. (2019). Customer-Perceived Value in Creating Customer Satisfaction and Revisit Intention in Sharia Hotels. Journal of Islamic Monetary Economics and Finance, 5(2), 367–368. https://doi.org/10.21098/jimf.v5i2.1067
Ahmed, S., Tarique, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International Journal of Health Care Quality Assurance, 30(5), 477–488. https://doi.org/10.1108/IJHCQA-01-2017-0004
Akbolat, M., Sezer, C., Ünal, Ö., & Amarat, M. (2021). The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention. Health Marketing Quarterly, 38(1), 12–22. https://doi.org/10.1080/07359683.2021.1947080
Ali Memon, M., Ting, H., Cheah, J.-H., Thurasamy, R., Chuah, F., & Huei Cham, T. (2020). Journal of Applied Structural Equation Modeling SAMPLE SIZE FOR SURVEY RESEARCH: REVIEW AND RECOMMENDATIONS. In Journal of Applied Structural Equation Modeling (Vol. 4, Issue 2).
Ali, A., & Bhasin, J. (2019). Understanding Customer Repurchase Intention in E-commerce: Role of Perceived Price, Delivery Quality, and Perceived Value. Jindal Journal of Business Research, 8(2), 142–157. https://doi.org/10.1177/2278682119850275
An, S., Suh, J., & Eck, T. (2019). Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for airbnb guests. International Journal of Tourism Sciences, 19(3), 145–165. https://doi.org/10.1080/15980634.2019.1663980
Armyta, N., & Dewi, S. (2023). ANALISA PENGARUH SERVICE QUALITY, PRICE FAIRNESS, WORD OF MOUTH, NORMA SUBJEKTIF DAN PERCEIVED BEHAVIORAL CONTROL TERHADAP INTENSI BERKUNJUNG. http://sosains.greenvest.co.id
Barkah, & Puty Febriasari. (2021). Factor that Influencing Tourist Revisit Intention. Jurnal Dinamika Manajemen, 10(1), 77–87. https://doi.org/10.15294/jdm.v10i1.17359
Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025
Cho, M., Bonn, M. A., & Li, J. (Justin). (2019). Differences in perceptions about food delivery apps between single-person and multi-person households. International Journal of Hospitality Management, 77, 108–116. https://doi.org/10.1016/j.ijhm.2018.06.019
Clemes, M. D., Gan, C., Kao, T. H., & Choong, M. (2008). An empirical analysis of customer satisfaction in international air travel. Innovative Marketing, 4(2), 49–62.
Damanik, J., & Yusuf, M. (2022). Effects of perceived value, expectation, visitor management, and visitor satisfaction on revisit intention to Borobudur Temple, Indonesia. Journal of Heritage Tourism, 17(2), 174–189. https://doi.org/10.1080/1743873X.2021.1950164
Enas, U. (2020). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS IMBANAGARA KABUPATEN CIAMIS. 20, 126–133.
Fauzi, M. A. (2023). PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RUMAH SAKIT PELNI.
García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21(3), 250–262. https://doi.org/10.1016/j.smr.2017.07.003
Ge, Y., Yuan, Q., Wang, Y., & Park, K. (2021). The structural relationship among perceived service quality, perceived value, and customer satisfaction-focused on starbucks reserve coffee shops in Shanghai, China. Sustainability (Switzerland), 13(15). https://doi.org/10.3390/su13158633
Hair, J., & Alamer, A. (2022). Partial Least Squares Structural Equation Modeling (PLS-SEM) in second language and education research: Guidelines using an applied example. Research Methods in Applied Linguistics, 1(3). https://doi.org/10.1016/j.rmal.2022.100027
Halaweh, M., & Salameh, F. F. (2023). Using Social Media Data for Exploring Healthcare Service Quality. International Journal of Healthcare Information Systems and Informatics, 18(1). https://doi.org/10.4018/IJHISI.325064
Hamari, J., Hanner, N., & Koivisto, J. (2020). “Why pay premium in freemium services?” A study on perceived value, continued use and purchase intentions in free-to-play games. International Journal of Information Management, 51. https://doi.org/10.1016/j.ijinfomgt.2019.102040
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Heydari Fard, M., Sanayei, A., & Ansari, A. (2021a). Determinants of Medical Tourists’ Revisit and Recommend Intention. International Journal of Hospitality and Tourism Administration, 22(4), 429–454. https://doi.org/10.1080/15256480.2019.1650688
Heydari Fard, M., Sanayei, A., & Ansari, A. (2021b). Determinants of Medical Tourists’ Revisit and Recommend Intention. International Journal of Hospitality and Tourism Administration, 22(4), 429–454. https://doi.org/10.1080/15256480.2019.1650688
Isa, S. M., Ariyanto, H. H., & Kiumarsi, S. (2020). The effect of place attachment on visitors’ revisit intentions: evidence from Batam. Tourism Geographies, 22(1), 51–82. https://doi.org/10.1080/14616688.2019.1618902
Jaleel, A. A., Yajid, M. S. A., Khatibi, A., & Azam, S. M. F. (2021). Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: Empirical evidence from the Maldives. Management Science Letters, 1845–1854. https://doi.org/10.5267/j.msl.2021.1.019
Karsana, W., & Murhadi, W. R. (2021). EFFECT OF SERVICE QUALITY AND PATIENT SATISFACTION ON BEHAVIORAL INTENTION. In Journal of Entrepreneurship & Business (Vol. 2, Issue 1).
Kashif, M., Samsi, S. Z. M., Awang, Z., & Mohamad, M. (2016). EXQ: measurement of healthcare experience quality in Malaysian settings: A contextualist perspective. International Journal of Pharmaceutical and Healthcare Marketing, 10(1), 27–47. https://doi.org/10.1108/IJPHM-03-2015-0011
Khasawneh, M. S., & Alfandi, A. M. (2019). Determining behaviour intentions from the overall destination image and risk perception. Tourism and Hospitality Management, 25(2), 355–375. https://doi.org/10.20867/thm.25.2.6
Khorshidi, H. A., Nikfalazar, S., & Gunawan, I. (2016). Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains’ services. TQM Journal, 28(2), 195–215. https://doi.org/10.1108/TQM-02-2014-0026
Kotler, P., & Armstrong, G. (2018). PRINCIPLE OF MARKETING. 40.
Kotler, Philip., Keller, K. Lane., Tan, C. Tiong., Ang, S. Hoon., & Leong, S. Meng. (2018). Marketing management : an Asian perspective. Pearson Education Limited.
Lai, K. P., Yee Yen, Y., & Siong Choy, C. (2020). The effects of service quality and perceived price on revisit intention of patients: the Malaysian context. International Journal of Quality and Service Sciences, 12(4), 541–558. https://doi.org/10.1108/IJQSS-02-2019-0013
Lee, S., Jeong, E., & Qu, K. (2020). Exploring Theme Park Visitors’ Experience on Satisfaction and Revisit Intention: A Utilization of Experience Economy Model. Journal of Quality Assurance in Hospitality and Tourism, 21(4), 474–497. https://doi.org/10.1080/1528008X.2019.1691702
Li, F., Wen, J., & Ying, T. (2018). The influence of crisis on tourists’ perceived destination image and revisit intention: An exploratory study of Chinese tourists to North Korea. Journal of Destination Marketing and Management, 9, 104–111. https://doi.org/10.1016/j.jdmm.2017.11.006
Loi, L. T. I., So, A. S. I., Lo, I. S., & Fong, L. H. N. (2017). Does the quality of tourist shuttles influence revisit intention through destination image and satisfaction? The case of Macao. Journal of Hospitality and Tourism Management, 32, 115–123. https://doi.org/10.1016/j.jhtm.2017.06.002
Mahmudi Rosid, Moch. (2024). Adventure Destinations In Indonesia: The Function Of Perceived Value, And Effect On Visitor Experience And Revisit Intention. International Journal of Science, Technology & Management, 5(1), 91–107. https://doi.org/10.46729/ijstm.v5i1.1045
Manik, E., Tinggi, S., Pasundan, I. E., Sidharta, I., Juhana, D., & Febrinella, C. (2017). EMPIRICAL STUDY ON PATIENT SATISFACTION AND PATIENT LOYALTY ON PUBLIC HOSPITAL IN BANDUNG, INDONESIA. In I J A B E R (Vol. 13, Issue 6). https://www.researchgate.net/publication/301680970
Mannan, M., Chowdhury, N., Sarker, P., & Amir, R. (2019). Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants. Journal of Modelling in Management, 14(4), 922–947. https://doi.org/10.1108/JM2-12-2017-0135
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; an application of physician’s behavior as a moderator. International Journal of Environmental Research and Public Health, 16(18). https://doi.org/10.3390/ijerph16183318
Mohd Isa, S., Lim, G. S. S., & Chin, P. N. (2019). Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia. International Journal of Pharmaceutical and Healthcare Marketing, 13(2), 140–159. https://doi.org/10.1108/IJPHM-10-2017-0056
Nguyen Viet, B., Dang, H. P., & Nguyen, H. H. (2020). Revisit intention and satisfaction: The role of destination image, perceived risk, and cultural contact. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1796249
Nguyen, N. X., Tran, K., & Nguyen, T. A. (2021). Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country. Patient Preference and Adherence, 15, 2523–2538. https://doi.org/10.2147/PPA.S333586
Nhĩ, N. X., & Minh, H. C. (2019). SERVICE QUALITY, CUSTOMER PERCEIVED VALUE AND REPURCHASE INTENTION IN B2B PROFESSIONAL SERVICE CONTEXT-THE CASE OF GENERAL INSURANCE SECTOR IN VIETNAM In Partial Fulfillment of the Requirements for the Degree of DOCTOR OF PHILOSOPHY In Business Administration.
Prakoeswa, C. R. S., Hidayah, N., & Dewi, A. (2022). A Systematic Review on Hospital’s Patient Satisfaction and Loyalty in Indonesia. Open Access Macedonian Journal of Medical Sciences, 10(F), 655–664. https://doi.org/10.3889/oamjms.2022.10100
Sarstedt, M., Hair, J. F., Cheah, J. H., Becker, J. M., & Ringle, C. M. (2019). How to specify, estimate, and validate higher-order constructs in PLS-SEM. Australasian Marketing Journal, 27(3), 197–211. https://doi.org/10.1016/j.ausmj.2019.05.003
Satriawan, A., Abdillah, Y., & Pangestuti, E. (2022). ANALISIS DESTINATION IMAGE TERHADAP REVISIT INTENTION MELALUI SATISFACTION DAN PLACE ATTACHMENT: LITERATURE REVIEW. https://profit.ub.ac.id
Shabbir, A., Malik, S. A., & Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality and Reliability Management, 33(5), 538–557. https://doi.org/10.1108/IJQRM-06-2014-0074
Siripipatthanakul, S., & Nyen Vui, C. (2021). Dental practice-related factors and patient loyalty in dental clinics, Laem Chabang, Thailand : The mediating role of patient satisfaction. In International Journal of Behavioral Analytics (Vol. 1, Issue 2). https://ssrn.com/abstract=3943777
Stylos, N., Vassiliadis, C. A., Bellou, V., & Andronikidis, A. (2016). Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination. Tourism Management, 53, 40–60. https://doi.org/10.1016/j.tourman.2015.09.006
Sugianto, E., & Ardhanari, M. (2021). Edwin Sugianto, Margaretha Ardhanari THE EFFECT OF COUNTRY IMAGE, PRICE FAIRNESS AND ETHICAL PRACTICE TO CUSTOMER SATISFACTION THROUGH CUSTOMER PRECEIVED VALUE OF TTS LECI SIRUP IN SURABAYA. In Universitas Putera Batam (Vol. 9, Issue 2). www.cnbcindonesia.com
Suhartapa, S., & Sulistyo, A. (2021). Pengaruh Persepsi dan Motivasi Wisatawan Terhadap Minat Kunjung Ulang di Pantai Baru Yogyakarta. Khasanah Ilmu - Jurnal Pariwisata Dan Budaya, 12(2), 115–122. https://doi.org/10.31294/khi.v12i2.10579
Toda, H. (2019). KUALITAS PELAYANAN BAGI PASIEN RAWAT INAP PESERTA BPJS DI RSUD. PROF W. Z.JOHANNES KUPANG. 195–214.
Wandebori, H. (2017). Revisit Intention to Hospital: Factors Unveiled From a Case Study of Balimed Hospital. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 10(3), 205. https://doi.org/10.20473/jmtt.v10i3.3551
Wang Associate professor, Y.-H., & Li-Yan Chen, R. (2016). An Empirical Study of the Effect of Perceived Price on Purchase Intention Evidence from Low-Cost Carriers. In International Journal of Business and Social Science (Vol. 7, Issue 4). www.ijbssnet.com
Wang, Y., & Hazen, B. T. (2016). Consumer product knowledge and intention to purchase remanufactured products. International Journal of Production Economics, 181, 460–469. https://doi.org/10.1016/j.ijpe.2015.08.031
Watanabe, E. A. de M., Alfinito, S., Curvelo, I. C. G., & Hamza, K. M. (2020). Perceived value, trust and purchase intention of organic food: a study with Brazilian consumers. British Food Journal, 122(4), 1070–1184. https://doi.org/10.1108/BFJ-05-2019-0363
Yadav, M., & Rahman, Z. (2018). The influence of social media marketing activities on customer loyalty: A study of e-commerce industry. Benchmarking, 25(9), 3882–3905. https://doi.org/10.1108/BIJ-05-2017-0092
Yunike, Y., Tyarini, I. A., Evie, S., Hasni, H., Suswinarto, D. Y., & Suprapto, S. (2023). Quality of Health Services to the Level of Patient Satisfaction. Jurnal Ilmiah Kesehatan Sandi Husada, 12(1), 183–189. https://doi.org/10.35816/jiskh.v12i1.990
Zang, W., Qian, Y., & Song, H. (2022). The Effect of Perceived Value on Consumers’ Repurchase Intention of Commercial Ice Stadium: The Mediating Role of Community Interactions. International Journal of Environmental Research and Public Health, 19(5). https://doi.org/10.3390/ijerph19053043
Zhang, H., Wu, Y., & Buhalis, D. (2018). A model of perceived image, memorable tourism experiences and revisit intention. Journal of Destination Marketing and Management, 8, 326–336. https://doi.org/10.1016/j.jdmm.2017.06.004.