Analysis of Service Quality, Word of Mouth, and Hospital Image on Inpatient Satisfaction at X Jayapura Hospital

Thalia Gabriella Siriwa; Cokki Cokki

doi:10.59261/jbt.v7i3.691

Authors

Thalia Gabriella Siriwa Universitas Tarumanagara
Cokki Universitas Tarumanagara

DOI:

https://doi.org/10.59261/jbt.v7i3.691

Keywords:

Image Hospital, Patient Satisfaction, Service Quality, SmartPLS, Word of Mouth

Abstract

Background: Competition among hospitals is currently intensifying as public awareness of the importance of quality healthcare grows. Hospitals are required not only to provide excellent medical care but also to provide satisfactory patient care.

Objective: This study aims to analyze the influence of service quality, word of mouth (WOM), and hospital image on inpatient satisfaction and the influence of WOM on the image of X Hospital, Jayapura.

Methods: The research method used is quantitative with Structural Equation Modeling - Partial Least Square (SEM-PLS) analysis technique using SmartPLS software. The population in this study were inpatients at X Hospital, with a sample of 92 respondents taken using a simple random sampling technique based on the Slovin formula. Primary data collection was carried out through the distribution of questionnaires with a Likert scale.

Results: The results of the hypothesis testing (bootstrapping test) indicate that service quality, word of mouth, and hospital image each have a positive and significant influence on inpatient satisfaction. Meanwhile, word of mouth did not significantly influence hospital image. The R-square value in this study is in the medium category for the patient satisfaction variable and in the low category for the hospital image variable.

Conclusion: The conclusion of this study is that improvements in service quality, institutional image, and the spread of positive information by word of mouth have a significant effect on the satisfaction of patients treated at X Hospital.

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