THE INFLUENCE OF ELECTRONIC WORD OF MOUTH ON PATIENTS’ REVISIT INTENTION AT RSUD PASAR REBO
DOI:
https://doi.org/10.61677/jth.v4i2.1052Keywords:
Healthcare services, electronic word of mouth, hospital, patients, revisit intention.Abstract
The term electronic word of mouth describes the sharing of patient experiences regarding hospital services through online reviews. Thanks to advances in digital technology, patient reviews of healthcare facilities are now widely disseminated. Given that its impact is not yet fully understood, this study aims to examine how four aspects of electronic word of mouth influence patients’ decisions to return to Pasar Rebo Regional General Hospital for treatment. This study employed a quantitative approach with a cross-sectional design. Using purposive sampling, a total of 140 participants were included in the study. Multiple linear regression analysis was used to conduct univariate, bivariate, and multivariate analyses of the data obtained from the questionnaire. The results indicate that intensity, positive valence, negative valence, and content have a significant impact on the likelihood of patients returning. There is a positive relationship between intensity, positive valence, and content, as well as a negative relationship with negative valence. Patients’ intention to return is most strongly influenced by the intensity factor. The conclusion of this study states that electronic word of mouth influences patients’ desire to return to RSUD Pasar Rebo.
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