SIANITA, PRICILLIA PRISKA (2026) PERAN PERCEIVED CARE QUALITY DAN PATIENT SATISFACTION DALAM MEMEDIASI PENGARUH E-WOM DAN PATIENT EXPERIENCE TERHADAP BEHAVIORAL INTENTION PADA PASIEN RUMAH SAKIT KELAS B DI JAKARTA. S3 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Patient loyalty is key to sustainable healthcare delivery in the digital era, yet the mechanism of Behavioral Intention formation through e-WOM and Patient Experience in class B hospitals in Jakarta remains underexplored. This study aims to examine the mediating role of Perceived Care Quality and Patient Satisfaction in the relationship between e-WOM and Patient Experience on Behavioral Intention, as well as to develop a new integrative model for strengthening sustainable healthcare services that supports the achievement of SDG 3 and SDG SDG 8 and SDG 9 as novelties. This quantitative study with a cross-sectional design involved 252 patient respondents from class B hospitals in Jakarta selected through stratified purposive sampling. Data were collected using structured questionnaires and analyzed using Structural Equation ModelingPartial Least Squares (SEM-PLS) with SmartPLS 4.0 to test 12 hypotheses of direct and mediating effects. Results showed that all 12 hypotheses were proven positive and significant. e-WOM and Patient Experience significantly influence Perceived Care Quality and Patient Satisfaction, which subsequently enhance Behavioral Intention. The mediation of Perceived Care Quality and Patient Satisfaction was proven significant in connecting predictors with patient loyalty. This study generates a dual mediation model that positions Perceived Care Quality and Patient Satisfaction as sequential mediators. Practical implications include the importance of real-time e-WOM monitoring, staff empathy training, and development of mobile hospital applications with instant feedback, providing scientific and practical contributions to strengthening sustainable healthcare services in Indonesia. Keywords: Perceived Care Quality, e-WOM, Patient Experience, Patient Satisfaction, Behavioral Intention. Loyalitas pasien menjadi kunci keberlanjutan layanan kesehatan di era digital, namun mekanisme pembentukan Behavioral Intention melalui e-WOM dan Patient Experience pada rumah sakit kelas B di Jakarta masih belum banyak diteliti. Penelitian ini bertujuan untuk menguji peran mediasi Perceived Care Quality dan Patient Satisfaction dalam hubungan antara e-WOM dan Patient Experience terhadap Behavioral Intention, serta mengembangkan model integratif baru untuk penguatan layanan kesehatan berkelanjutan yang mendukung pencapaian SDG 3, SDG 8 dan SDG 9 sebagai kebaruan. Penelitian kuantitatif dengan desain cross-sectional ini melibatkan 252 responden pasien dari rumah sakit kelas B di Jakarta yang dipilih melalui stratified purposive sampling. Data dikumpulkan menggunakan kuesioner terstruktur dan dianalisis dengan Structural Equation Modeling-Partial Least Squares (SEM-PLS) menggunakan SmartPLS 4.0 untuk menguji 12 hipotesis pengaruh langsung dan mediasi. Hasil menunjukkan bahwa seluruh 12 hipotesis terbukti positif dan signifikan. e-WOM dan Patient Experience berpengaruh signifikan terhadap Perceived Care Quality dan Patient Satisfaction, yang selanjutnya meningkatkan Behavioral Intention. Mediasi Perceived Care Quality dan Patient Satisfaction terbukti signifikan dalam menghubungkan prediktor dengan loyalitas pasien. Penelitian ini menghasilkan model mediasi ganda yang menempatkan Perceived Care Quality dan Patient Satisfaction sebagai mediator berurutan. Implikasi praktis mencakup pentingnya monitoring e-WOM secara real-time, pelatihan empati staf, dan pengembangan aplikasi mobile hospital dengan feedback instan yang terintegrasi, memberikan kontribusi ilmiah dan praktis bagi penguatan layanan kesehatan berkelanjutan di Indonesia. Kata kunci: Perceived Care Quality, e-WOM, Patient Experience, Patient Satisfaction, Behavioral Intention
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