Determinant Factors of Inpatient Revisit Intention Based on Service Quality
DOI:
https://doi.org/10.37287/ijghr.v8i6.2534Keywords:
assurance, inpatient care, revisit intention, service quality, SERVQUALAbstract
Hospital services constitute a critical sector within the healthcare system, and the proliferation of hospitals — particularly in Tuban, East Java — has intensified competition among providers. To attract and retain patients, hospitals must deliver high-quality services capable of generating satisfaction. Patient revisit intention, a key indicator of loyalty and hospital sustainability, is substantially shaped by patients’ perceptions of service quality dimensions. Inpatient visits at RS Nahdlatul Ulama (RSNU) Tuban declined over the three-year observation period, while inpatient complaints increased by 20.7% of total hospital complaints in 2021, raising concerns about future patient retention. This study aims to identify determinant factors of inpatient revisit intention based on service quality dimensions at RSNU Tuban. A quantitative cross-sectional design was employed. The study population comprised 911 inpatients, from which 278 participants were recruited through purposive sampling. Data were collected via structured questionnaires whose validity (Pearson product-moment correlation) and reliability (Cronbach's alpha, α = 0.758–0.806) had been confirmed and analysed using univariate, bivariate (Chi-square), and multivariate (binary logistic regression) approaches at a significance level of α = 0.05. Three service quality dimensions — tangibles (p = 0.001), reliability (p = 0.000), and assurance (p = 0.005) — demonstrated statistically significant associations with revisit intention. The assurance dimension exhibited the strongest influence, with the highest odds ratio (OR = 1.401). The responsiveness and empathy dimensions did not reach statistical significance. Tangibles, reliability, and assurance are significant determinants of inpatient revisit intention at RSNU Tuban. Assurance constitutes the most influential dimension, underscoring the importance of patients’ trust, perceived competence, and safety in shaping their willingness to return.
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