THE INFLUENCE OF PATIENT EXPERIENCE, ACCESSIBILITY, BRAND IMAGE ON THE INTEREST OF REPEAT VISITS OF MERIAL TOWER INPATIENTS AT PELNI HOSPITAL

Ruth Novia Elnasanti; Rian Adi Pamungkas; Intan Silviana Mustikawati; Rokiah Kusumapradja

Authors

Ruth Novia Elnasanti Universitas Esa Unggul
Rian Adi Pamungkas Universitas Esa Unggul
Intan Silviana Mustikawati Universitas Esa Unggul
Rokiah Kusumapradja Universitas Esa Unggul

Abstract

Revisit intention can be interpreted as the patient's attitude in deciding whether the hospital will be chosen again for health activities. Many variables influence revisit intention, but in this study the variables are limited to patient experience, accessibility, and brand image. The purpose of this study was to analyze partially and simultaneously the influence of patient experience, accessibility, and brand image on the revisit intention of inpatients at Merial Tower, Pelni Hospital. This study was conducted using a quantitative analysis method on a population of 125 Merial Tower inpatients at Pelni Hospital. From this population, a purposive sampling technique was used to determine the number of samples to be studied, which was 95 samples. Questionnaires were distributed to all samples, and the results were analyzed using SPSS 24. Based on the test results, it was found that patient experience, accessibility, and brand image had a significant simultaneous effect on the revisit intention of Merial Tower inpatients at Pelni Hospital. Partially, patient experience, accessibility, and brand image were each found to have a positive effect on the revisit intention of Merial Tower inpatients at Pelni Hospital.

Keywords: Patient Experience, Accessibility, Brand Image, Revisit Interest

References

Ahmed, A. M., Elaziz, E. A., & Mohamed, N. A. Nurse’s Knowledge, Skills, and Attitude toward Electronic Health Records. OSR Journal of Nursing and Health Science (IOSR-JNHS). 2020, 9(5), 53–60.

Ariani, K. R., & Putri, G. A. Pengaruh Belanja Modal Dan Dana Alokasi Umum Terhadap Kemandirian Daerah. Seminar Nasional dan The 3rd Call for Syariah Paper. 2016, 364–369.

Chrismanda, H., Zulfendri, Z., & Aulia, D. Pengaruh Komitmen Dan Kepuasan Kerja Dokter Spesialis Terhadap Pengisian Rekam Medis di Ruang Rawat Inap Rumah Sakit Permata Bunda Medan Tahun 2018. Jurnal Kesmas Jambi (JKMJ). 2019, 3(1), 18–23.

Huffman, E. K. Health Information Management Phsycians Record Company Burwyn. APIKES Dharma Lanbaw Padang. 1999.

Husni, M. Pengaruh Pengetahuan, Sikap dan Motivasi Terhadap Kepatuhan Dokter dalam Penulisan Diagnosis pada Resume Medis di RS Zahirah 2018. Jurnal Administrasi Rumah Sakit Indonesia. 2020. 4(3), 184–197.

Jahanbakhsh, M., Karimi, S., Hassanzadeh, A., & Beigi, M. Hospital managers’ attitude and commitment toward electronic medical records system in Isfahan hospitals 2014. Journal of education and health promotion, 2017.

Kencana, G., Rumengan, G., & Hutapea, F. Analisa Kepatuhan Pengisian Berkas Rekam Medis di Instalasi Rawat Inap Rumah Sakit X. Jurnal Manajemen Kesehatan Yayasan RS. Dr. Soetomo. 2019, 5(1), 27–37.

Kessler, L. L. The effect of organizational culture on it employees turnover intention in Israel. The Annals of the University of Oradea. 2014, 23(1), 1019–1027.

Kumalasari, R., Darmawan, Y., & Winarni, S. Hubungan Pengetahuan, Sikap dan Usia Dokter Terhadap Kelengkapan Pengisian Berkas Rekam Medis Pada Pasien BPJS di Rumah Sakit Aisyiyah Bojonegoro. Jurnal Kesehatan Masyarakat (e- Journal). 2018, 6(4), 125–131.

Nasution, N. Pengaruh Beban Kerja dan Komitmen Tenaga Kesehatan terhadap Kepuasan Pasien pada Puskesmas Tanjung Beringin Kabupaten Serdang Bedagai. Tanpa Judul Jurnal. 2016.

Shiferaw, K. B., & Mehari, E. A. Modeling predictors of acceptance and use of electronic medical record system in a resource limited setting: Using modified UTAUT model. Informatics in Medicine Unlocked. 2019, 17.

Silvatory, S. Factors associated with data completeness on electronic hospital information system at Muhimbili National Hospital, Dar Es Salaam. Muhimbili University of Health and Allied Sciences. 2018.

Sugiyono. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet. 2016.

Swailes. Budaya Organisasi, Kepuasan Kerja dan Komitmen Dokter Spesialis di RSUD Kota Bekasi. Jurnal Kesehatan Masyarakat Nasional. 2002, 3(6), 275–281.

Swari, S. J., Alfiansyah, G., Wijayanti, R. A., & Kurniawati, R. D. Analisis Kelengkapan Pengisian Berkas Rekam Medis Pasien Rawat Inap RSUP Dr. Kariadi Semarang. ARTERI : Jurnal Ilmu Kesehatan. 2019, 1(1), 50–56.