Niat Berkunjung Kembali Pasien Rumah Sakit Swasta: Peran Ling-kungan Fisik, Emosi Positif, dan Kepercayaan
Abstract
Penelitian ini menganalisis pengaruh physical environment terhadap positive emotions dan revisit intention, pengaruh positive emotions terhadap revisit intention, peran mediasi positive emotions dalam hubungan antara physical environment dan revisit intention, serta peran moderasi trust dalam hubungan antara positive emotions dan revisit intention. Objek penelitian adalah pasien rumah sakit swasta di Kota Kendari dengan jumlah sampel 160 responden yang dipilih menggunakan purposive sampling. Penelitian ini menggunakan desain kuantitatif eksplanatori dan menganalisis data menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa physical environment berpengaruh positif terhadap positive emotions dan revisit intention. Positive emotions juga berpengaruh positif terhadap revisit intention, memediasi hubungan antara physical environment dan revisit intention, dan trust memperkuat pengaruh positive emotions terhadap revisit intention. Temuan ini mengindikasikan bahwa rumah sakit swasta perlu mengelola lingkungan fisik layanan, kenyamanan emosional, dan kepercayaan pasien secara bersamaan untuk meningkatkan keinginan pasien untuk berkunjung kembali
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