Peran kepuasan pasien dalam memediasi pengaruh kualitas layanan digital terhadap niat penggunaan kembali layanan kesehatan pada rumah sakit swasta di Kota Bandung
DOI:
https://doi.org/10.26740/jim.v14n3.p666-683Keywords:
digital health service quality, patient satisfaction, continuance intention, digital healthcare, SEM-PLSAbstract
The rapid advancement of digital technology has transformed healthcare delivery, requiring hospitals to provide high-quality medical care alongside accessible, reliable, and user-friendly digital services. This study examines the effect of digital health service quality on patient satisfaction and intention to reuse healthcare services, as well as the mediating role of patient satisfaction. A quantitative explanatory design was employed involving 200 patients who had used at least one digital healthcare service at private hospitals in Bandung, Indonesia. Data were collected through an online questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that digital health service quality positively and significantly affects patient satisfaction (β = 0.755, p < 0.001) and intention to reuse healthcare services (β = 0.276, p = 0.018). Patient satisfaction also significantly affects intention to reuse (β = 0.563, p < 0.001) and mediates the relationship between digital health service quality and reuse intention (β = 0.425, p < 0.001). The model explains 57.0% of the variance in patient satisfaction and 62.8% in intention to reuse. These findings extend the Expectation Confirmation Model (ECM) by positioning digital health service quality as an external antecedent of post-use evaluation. Practically, hospitals should improve digital service efficiency, system availability, fulfillment, privacy, and accessibility while maintaining non-digital alternatives for patients with varying levels of digital access and literacy.
References
Aguslindawati, A., Purwanti, R., & Oemar, F. (2022). Kepuasan Pelanggan: Pengalaman Digital Pelanggan dan Kualitas Pelayanan Kesehatan. Proceeding IAIN Batusangkar, 1(1), 263–268.
Alfiannor, A., Syamsuddinnor, S., & Tusiana, D. (2024). Pengaruh Kepercayaan Pasien dan Digitalisasi Layanan terhadap Kepuasan Pasien Umum dengan Kualitas Pelayanan sebagai Variabel Intervening (Studi Kasus di RSUD H. Abdul Aziz Marabahan).
Basir, Y. (2025). The Influence of Customer Perceived Value and Patient Satisfaction on Outpatient Loyalty at Hermina Kendari Hospital. Universitas Hasanuddin.
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). SAGE Publications.
Helmawati, T., & Handayani, S. D. (2014). Pengaruh kualitas layanan terhadap minat kunjungan ulang yang dimediasi oleh kepuasan pasien di klinik Rumah Zakat Yogyakarta. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 3(1).
Kementerian Kesehatan RI. (2022). Transformasi Kesehatan Indonesia. Kementerian Kesehatan Republik Indonesia.
Khasanah, U. U., & Mahendri, W. (2023). Pengaruh Kualitas Pelayanan dan Persepsi Harga terhadap Minat Kunjungan Kembali Pasien melalui Kepuasan di Puskesmas Umum Ngimbang. Fokus Bisnis, 22(1), 85–96. https://doi.org/10.32639/fokbis.v22i1.384
Kurniawati, N., Kuswati, R., & Ichsan, B. (2025). Peran kepuasan pasien dalam memediasi pengaruh profesionalisme pemberi pelayanan terhadap niat berkunjung kembali pada RS PKU Muhammadiyah Surakarta. Journal of Management and Digital Business, 5(1), 215–229.
Nihayati, N. (2025). Analisis Hubungan antara Pendaftaran Online, Kualitas Layanan, Kepuasan dan Loyalitas Pasien Poli Kesehatan Ibu dan Anak Puskesmas Rangkah. Universitas Hayam Wuruk Surabaya.
Nugroho, D., Pujiyanto, E., & Wulan, R. (2026). Analisis Kualitas Pelayanan dan Sustainability terhadap Revisit Intention dengan Kepuasan Pasien Memakai Pendekatan Structural Equation Modeling. Jurnal Ilmu Kesehatan Masyarakat, 15(4), 477–487.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Putra, I. G. A. P., Putra, I. G. E. B., & Dewi, L. K. C. (2025). Peran Kepuasan Memediasi Pengaruh Kualitas Pelayanan Terhadap Electronic Word Of Mouth Di Rumah Sakit Mata Ramata Denpasar. Journal of Applied Management Studies, 6(2), 302–314.
Sabet, E., Rasyid, A., Pongtiku, A., Sonjaya, Y., & Marihi, L. O. (2023). Pengaruh Citra dan Kualitas Pelayanan terhadap Loyalitas Pasien Dimediasi Kepuasan Pasien pada Rumah Sakit Provita. Journal of Economics Review, 3(2), 73–87.
Sangkot, H. S., Latifah, U., Suryandari, E. S. D. H., & Wijaya, A. (2022). Analisis pengaruh kepuasan pasien rawat jalan terhadap minat kunjungan ulang di RS X Kota Madiun. Jurnal Manajemen Kesehatan Indonesia, 10(2), 141–147.
Timur, Y. I. A. (2023). Pengaruh Kualitas Pelayanan Elektronik, Lingkungan Sosial, Persepsi Risiko terhadap Minat Menggunakan Kembali. Universitas Mercu Buana Jakarta.
Wiguna, A. M., & Dirgantara, I. M. B. (2023). Analisis Pengaruh Kualitas Layanan Elektronik, Kepercayaan Pelanggan Muslim, Kepuasan Pelanggan, dan Niat Mengunjungi Website Kembali terhadap Minat Pembelian Ulang pada Customer Shopee di Kota Semarang. Jurnal Ilmiah Ekonomi Islam, 9(3), 4582–4588. https://doi.org/10.29040/jiei.v9i3.11414
World Health Organization. (2021). Global Strategy on Digital Health 2020-2025. World Health Organization.
Yurindera, N. (2025). Kepercayaan sebagai Kunci Keputusan Pembelian: Analisis Pengaruh Kualitas Pelayanan dan Kemudahan Penggunaan pada Layanan Kesehatan Digital Halodoc. Jurnal Esensi Infokom: Jurnal Esensi Sistem Informasi Dan Sistem Komputer, 89–95.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Abstract views: 0
,
PDF Downloads: 0
