Service quality as a driver of perceived value satisfaction and revisit intention in Indonesia

Recent literature on healthcare quality shows the important of patient-centred design, hence more contextualized and patient-perspective research is needed to assess service quality. Hence, this study aimed to analyse the relationship and explores the influence of service quality in national central public hospital and how they are perceived and impact outpatient satisfaction, perceived value, and revisit intention in Indonesia. This mixed-method study had a sample size of 770 outpatients for the quantitative phase and 12 outpatients for the qualitative phase from national central public hospital in Indonesia. The quantitative analyse the construct of service quality dimensions and incorporates them with the literature to develop a conceptual model that suits and represents a developing country. The qualitative phase explores the relationship between each construct in the conceptual model and provide the meaning and in-depth explanation of the model results. The five dimensions of service quality were tangibility, assurance, empathy, reliability, and responsiveness. These dimensions have a positive and significant impact on patient perceived value and satisfaction. The quantitative results confirm that patient satisfaction and patient perceived value significantly impact outpatient’s revisit intention and can significantly mediate the influence of service quality on revisit intention; however, patient perceived value does not significantly impact patient’s satisfaction. The qualitative results explain, service quality provided by the hospital influence patient perceived value of choosing the hospital, and perceived value does not considerably impact patient satisfaction. In addition, although waiting time has been widely studied globally, empirical evidence on its influence within the Indonesian healthcare context remains limited. In this study, waiting time was found to have the most substantial impact on outpatient satisfaction and revisit intention. While the healthcare providers and the government in Indonesia can increase patient perceived value by improving the service quality factors. Practitioners should invest in building trust and communication to reach out to their patients and increase patient loyalty.

• ✓In addition, although waiting time has been widely studied globally, empirical evidence on its influence within the Indonesian healthcare context remains limited.
• ✓In this study, waiting time was found to have the most substantial impact on outpatient satisfaction and revisit intention.
• ✓While the healthcare providers and the government in Indonesia can increase patient perceived value by improving the service quality factors.
• ✓Practitioners should invest in building trust and communication to reach out to their patients and increase patient loyalty.