Factors Affecting Patient Satisfaction And Revisit Intention At Beauty Clinic
DOI:
https://doi.org/10.35877/454RI.qems4046Keywords:
Patient Satisfaction, Revisit Intention, Service Quality, Customer Perceived Value, TrustAbstract
This study aims to analyze the factors affecting patient satisfaction and their impact on revisit intention at Youtherna Beauty Clinic in Gading Serpong. This type of research based on its type is quantitative research with surveys . This study uses a survey with a cross-sectional study design based on the time of data collection, where data is collected once in a predetermined period of time. Data collected from October 2024 to November 2024 Data was collected through a questionnaire compiled on a likert scale that allowed respondents to rate the statements presented, such as in the form of the degree of approval or disapproval of the statements, which were then treated as ordinal data. The Likert scale facilitates the measurement of respondents' perceptions and attitudes in a more structured and measurable manner in the context of this study. Tangibility significantly influences both trust and customer perceived value (CPV), while empathy only affects CPV. Other service quality dimensions—reliability, responsiveness, and assurance show no significant effect. CPV positively affects customer satisfaction, which in turn significantly impacts both trust and revisit intention. Trust also significantly influences revisit intention. The model demonstrates moderate predictive accuracy for patient satisfaction (R² = 0.373) and revisit intention (R² = 0.364), indicating its adequacy in predicting patient revisit behavior at Youtherna Clinic.
References
Bang, Y., & Park, T. (2021). Needs analysis in technical vocational education and training (TVET) programs for sustainable development of women in Cambodian hair and beauty industry. Journal of Technical Education and Training, 13(3 Special Issue). https://doi.org/10.30880/jtet.2021.13.03.011
Confetto, M. G., Palazzo, M., Ferri, M. A., & Normando, M. (2023). Brand Activism for Sustainable Development Goals: A Comparative Analysis in the Beauty and Personal Care Industry. Sustainability (Switzerland), 15(7). https://doi.org/10.3390/su15076245
Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (2023). Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis. In Healthcare (Switzerland) (Vol. 11, Issue 5). https://doi.org/10.3390/healthcare11050639
Gavurova, B., Dvorsky, J., & Popesko, B. (2021). Patient satisfaction determinants of inpatient healthcare. International Journal of Environmental Research and Public Health, 18(21). https://doi.org/10.3390/ijerph182111337
Goodrich, G. W., & Lazenby, J. M. (2023). Elements of patient satisfaction: An integrative review. In Nursing Open (Vol. 10, Issue 3). https://doi.org/10.1002/nop2.1437
Karaca, A., & Durna, Z. (2019). Patient satisfaction with the quality of nursing care. Nursing Open, 6(2). https://doi.org/10.1002/nop2.237
Kaur, K., & Kumar, P. (2021). Social media usage in Indian beauty and wellness industry: a qualitative study. TQM Journal, 33(1). https://doi.org/10.1108/TQM-09-2019-0216
Kaur, K., & Kumar, P. (2022). Social media: a blessing or a curse? Voice of owners in the beauty and wellness industry. TQM Journal, 34(5). https://doi.org/10.1108/TQM-03-2021-0074
Kim, Y. J., Lee, J. H., Lee, S. G., & Lee, H. H. (2021). Developing sustainable competitive strategies in the beauty service industry: A SWOT-AHP approach. Sustainability (Switzerland), 13(19). https://doi.org/10.3390/su131910852
Maretalinia, Rusmitasari, H., Supriatin, Amaliah, L., Sukmawati, E., & Suwarni, L. (2023). Factors influencing the utilization of the Modern Family Planning (MFP) method under the National Health Insurance in Indonesia: An analysis of the 2017 IDHS. Public Health of Indonesia, 9(2). https://doi.org/10.36685/phi.v9i2.694
Mason, A. N., Brown, M., & Mason, K. (2022). Telemedicine Patient Satisfaction Dimensions Moderated by Patient Demographics. Healthcare (Switzerland), 10(6). https://doi.org/10.3390/healthcare10061029
Nguyen, M., Waller, M., Pandya, A., & Portnoy, J. (2020). A Review of Patient and Provider Satisfaction with Telemedicine. In Current Allergy and Asthma Reports (Vol. 20, Issue 11). https://doi.org/10.1007/s11882-020-00969-7
Park, H. N., Park, D. J., Han, S. Y., Tae, J. Y., Jung, K. H., Bae, E. J., & Yoon, J. Y. (2022). Effect of inpatient experiences on patient satisfaction and the willingness to recommend a hospital: The mediating role of patient satisfaction: A cross-sectional study. Health Science Reports, 5(6). https://doi.org/10.1002/hsr2.925
Peng, A. Y. (2021). A techno-feminist analysis of beauty app development in China’s high-tech industry. Journal of Gender Studies, 30(5). https://doi.org/10.1080/09589236.2021.1929091
Pighin, M., Alvarez-Risco, A., Del-Aguila-Arcentales, S., Rojas-Osorio, M., & Yáñez, J. A. (2022). Factors of the Revisit Intention of Patients in the Primary Health Care System in Argentina. Sustainability, 14(20). https://doi.org/https://doi.org/10.3390/su142013021
Riley, P. E., Fischer, J. L., Nagy, R. E., Watson, N. L., McCoul, E. D., Tolisano, A. M., & Riley, C. A. (2021). Patient and Provider Satisfaction With Telemedicine in Otolaryngology. OTO Open, 5(1). https://doi.org/10.1177/2473974X20981838
Sekaran, U., & Bougie, R. (2020). Research Methods for Business A Skill-Building Approach: Seventh Edition. In United Kingdom:John Wiley & Sons Ltd.
Sinyiza, F. W., Kaseka, P. U., Chisale, M. R. O., Chimbatata, C. S., Mbakaya, B. C., Kamudumuli, P. S., Wu, T. S. J., & Kayira, A. B. (2022). Patient satisfaction with health care at a tertiary hospital in Northern Malawi: results from a triangulated cross-sectional study. BMC Health Services Research, 22(1). https://doi.org/10.1186/s12913-022-08087-y
Sukmawati, E., Wijaya, M., & Hilmanto, D. (2024). Participatory Health Cadre Model to Improve Exclusive Breastfeeding Coverage with King’s Conceptual System. Journal of Multidisciplinary Healthcare, 17, 1857–1875. https://doi.org/10.2147/JMDH.S450634
Touati, R., Sailer, I., Marchand, L., Ducret, M., & Strasding, M. (2022). Communication tools and patient satisfaction: A scoping review. In Journal of Esthetic and Restorative Dentistry (Vol. 34, Issue 1). https://doi.org/10.1111/jerd.12854
Warbung, C. J. E., Wowor, M. C., Walean, R. H., & Mandagi, D. W. (2023). THE IMPACT OF SOCIAL MEDIA MARKETING ON BEAUTY CLINIC BRAND EQUITY: THE CASE OF ZAP MANADO. International Journal of Professional Business Review, 8(4). https://doi.org/10.26668/businessreview/2023.v8i4.1389
Published
How to Cite
Issue
Section
