Quality of Service and its Effect on Patient Value, Patient Satisfaction, and Revisit Intention: Investigation of the Public Health Center in Jambi Province

Guspianto Guspianto; Hubaybah Hubaybah; Vinna Rahayu  Ningsih

doi:10.3889/oamjms.2022.8666

Authors

Guspianto Guspianto Study Program of Public Health Science, Faculty of Medicine and Health Science, Universitas Jambi, Jambi, Indonesia
Hubaybah Hubaybah Study Program of Public Health Science, Faculty of Medicine and Health Science, Universitas Jambi, Jambi, Indonesia
Vinna Rahayu Ningsih Study Program of Public Health Science, Faculty of Medicine and Health Science, Universitas Jambi, Jambi, Indonesia

DOI:

https://doi.org/10.3889/oamjms.2022.8666

Keywords:

Public Health Centre (PHC), revisit intention, service quality, patient satisfaction, patient value

Abstract

BACKGROUND: Improving quality of service at the public health center (PHC) is very important to increase patient value, patient satisfaction, and ultimately encourage for behavior intention.

AIM: This study aims to analyze the service quality model and its effect on patient value, patient satisfaction, and revisit interest to PHC in Jambi Province.

METHODS: A cross-sectional research design was conducted through a survey of 12 PHC in Jambi Province which were selected by multistage random sampling. The research sample was outpatients who were selected using convenience sampling technique. A total of 600 questionnaires were distributed and returned completely. A 4-point Likert scale was used to measure the four variable constructs, namely, service quality, patient value, patient satisfaction, and revisit intention. Data analysis was carried out using partial least squares structural equation model.

RESULTS: The study results obtained a construct of variables with valid and reliable indicators, and found five significant influence frameworks, namely, service quality to patient value (β = 0.203), service quality to patient satisfaction (β = 0.429), service quality to revisit intention (β = 0.254), patient value to patient satisfaction (β = 0.156), and patient satisfaction to revisit intention (β = 0.539), while patient value has no effect on revisit intention (β = 0.057).

CONCLUSION: This research model is feasible to use in assessing service quality performance to assist PHC management practitioners in developing strategies that are able to encourage positive behavioral intentions to revisit to PHC.

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