The effect of E-Digital services and the competence of health workers on the patient's interest in repeat visits mediated by the level of trust
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Aug 31, 2023
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Abstract
The purpose of this study was to determine the effect of E-Digital services and the competence of health workers on patients' interest in repeat visits mediated by the level of trust. The population in this study were patients who had made repeated visits to the Pratama Medizen Clinic and were processed using Structural Equation Model (SEM) analysis with PLS SEM software. Based on the results of the study, empirical facts were obtained in the form of: 1) There was a significant positive effect of the e-Digital Service variable on Interest in Repeat Visits; 2) There is a positive effect of the Competency of Medical Personnel variable on Interest in Repeat Visits; 3) There is a significant positive effect of the patient's trust variable on interest in repeat visits; 4) There is a positive effect of the e-Digital Service variable on Patient Trust; 5) There is a positive influence of the Competence of Medical Personnel variable on Patient Confidence; 6) Patient Trust has a significant positive mediating effect on e-Digital Services on Interest in Repeat Visits; 7) Patient Trust has a significant positive mediating effect on the Competence of Medical Personnel variable on Interest in Repeat Visits. The implications of this study can use other variables that influence interest in repeat visits to complement previous studies. Conducted on different companies or other institutions so that it will be a more comprehensive research. Using different respondents and adding the number of samples as well as completing the research theoretical basis in more detail so that the resulting analysis results are more accurate.
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How to Cite
Josephine, O., Tj, H. W., & Fushen, F. (2023). The effect of E-Digital services and the competence of health workers on the patient’s interest in repeat visits mediated by the level of trust. Enrichment : Journal of Management, 13(3), 2269-2280. https://doi.org/10.35335/enrichment.v13i3.1591
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Putri, Debi Eka, dkk. 2020. Minat Kunjungan Ulang Pasien yang Ditinjau dari Aspek Persepsi dan Kepercayaan pada Klinik Vita Medistra Pematangsiantar. Jurnal Inovasi Bisnis 8
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Rousta, B. 2020. The Impact of Perceived Quality and Value on tourists’ satisfaction and Intention to Revisit Nowshahr City of Iran. Journal of Quality Assurance in Hospitality & Tourism, 16(1), 103–117
Sari, F., & Pangestuti, E. 2018. Pengaruh Electronic Word Of Mouth (E-Wom) Terhadap Minat Berkunjung Dan Keputusan Berkunjung (Studi Pada Wisata Coban Rais BKPH Pujon). Jurnal Administrasi Bisnis, 54(1), 189–196.http://Administrasibisnis.Studentjournal.Ub.Ac.Id/Index.Php/Jab/Article/View/2231
Setyorini, Retno dan Nugraha, Rizky Prima. 2016. The Effect of Trust Towards Online Repurchase Intention with Perceived Usefulness As An Intervening Variable: A Study on KASKUS Marketplace Customers. The Asian Journal of Technology Management Vol. 9 No. 1
Som, Ahmad Puad Mat dkk. 2012. Factors Influencing Visitors’ Revisit Behavioral Intentions: A Case Study of Sabah, Malaysia. International Journal of Marketing Studies, 4(4). hlm. 39-50.
Sopyan, Ibnu Widyanto. 2015. Antesenden Minat Berkunjung Ulang (Studi pada Cagar Budaya Bedung Lawang Sewu Semarang). Diponogoro Journal Of Management, Vol 4 No 2.
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Stylos, N., Vassiliadis, C. A., Bellou, V., & Andronikidis, A. 2016. Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination. Tourism Management, 53, 40–60. https://doi.org/10.1016/j.tourman.2015.09.006
Sugiyanto dan Santoso, Djoko. 2018. Analisis Pengaruh Kompetensi, Sarana Pendukung Teknologi Informasi Dan Kepuasan Kerja Sebagai Variabel Intervening Terhadap Kinerja SDM. Jurnal Riset Ekonomi dan Bisnis. Vol. 11 No. 1
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Tj. Winoto, Heri dkk. 2021. Effect of Electronic Word Of Mouth, Product Quality, and Price on Purchase Intention. Budapest International Research and Critics Institute-Journal. Vol. 4 No. 3
Tj. Winoto, Heri dkk. 2019. The Effect Of Price Policy And Experiential Marketing On Repurchase Intention Mediated By Customer Satisfaction (Study at PT. Maybank Indonesia Finance Regional Jakarta). International Journal of Science, Technology & Management. Vol. 2 No. 6
Triastuti, D. A. 2019. Pengaruh Lingkungan Kerja, Kompetensi Dan Iklim Organisasi Terhadap Kinerja Pegawai. Journal of Management Review, 2(2), 203.
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Yogi. 2019. RSCM siap mendukung penuh program telemedicine Indonesia (Temenin) untuk Indonesia lebih sehat. Diakses pada tanggal 22 maret 2020 melalui laman http://yankes.kemkes.go.id/readrscm-siap-mendukung-penuhprogram-telemedicineindonesia-temenin-untukindonesia-lebih-sehat-6685.html
Yuniarti. 2021. Analisis Minat Kunjungan Ulang pada Pasien Rawat Inap di RSU Permata Medika Kebumen. Fakultas Bisnis dan Ekonomika. Universitas Islam Indonesia
Zou, Wenting et.al. 2021. The Effect of Competence-Based, Expresive and Collaborative Service Performance on the B2B Service Relationship. Technology Innovation Management Review, Vol. 11 Issue 5
Alya, Noor. 2021. Analisis Pengaruh Kompetensi dan Kedisiplinan Tenaga Kesehatan terhadap Kepuasan Pasien Rawat Inap Puskesmas Jasinga Kabupaten Bogor. Jurnal Ilmiah Ilmu Administrasi. Vol. 4 No. 1, 2021
Assaker, Guy & Rob Hallak. 2013. Moderating Effects of Tourist’s Novelity-Seeking on Desination Image, Visitor Satisfaction, and Short-andLong-Trem Revisit Intention. Journal of Travel Research. Vol. 52 Issue 5.
Asi, Y.M. and Williams, Cinthya. 2018. The Role of Digital Health in Making Progress Toward Sustainable Development Goal 3 in Conflict-Affected Population. International Journal of Medical Informatics 14
Astono, Ari Dwi. 2021. The Effect of Reputation and Competence on Customer Loyalty through Customer Trust. International Journal of Global Accounting, Management, Education, and Entrepreneurship, Vol. 1 No. 2
Basiya, R dan Rozak, H.A. 2012. Kualitas Daya Tarik Wisata, Kepuasan dan Niat Kunjungan Kembali Wisatawan Mancanegara ke Jawa Tengah. Jurnal Ilmiah Dinamika Kepariwisataan. Vol. IX No. 2 (1-12)
Brundisini, F. 2018. The Social Construction of Telemedicine in Ontario: A Historical Narrative Analysis. Doctoral Dissertation.
Calnan, et. al. 2014. Trust in Health Care–an Agenda for Future Research. MRC HSRC, University of Bristol. Journal of Health Organization and Management. Vol. 20 No. 5, pp. 477-484.
Cheng, T. M., & Lu, C. C. 2013. Destination Image, Novelty, Hedonics, Perceived Value, And Revisiting Behavioral Intention For Island Tourism. Asia Pacific Journal Of Tourism Research, 18(7), 766–783. Https://Doi.Org/10.1080/10941665.2012.697906
Doney, J.P and Canon, and M.R Mullen. 2013. Understanding the Influence of of National Culture on the Development of Trust. Academy of Management Review, 23,3 pp. 601-620.
Firmansyah, Nanang dan Ali, Hapzi. 2019. Consumer Trust Model: The Impact of Satisfaction and E-Service Quality toward Repurchase Intention in E-Commerce. Saudi Journal of Humanities and Social Sciences
Fitriana, Indah Faradiba. 2022. Pengaruh Kompetensi, Motivasi dan Kualitas Pelayanan Kesehatan terhadap Minat Kembali Pasien di RSUD Labuang Baji Makassar. Journal of Muslim Community Health, Vol. 3, No. 3, 2022
Fushen, et.al. 2022. Design of Marketing Plan for Dental Hospital in the Digital Era. Indonesian Journal of Health Administration. Vol. 10 No. 1
Handono, CA. 2015. Analisis Faktor-Faktor yang Mempengaruhi Minat Beli Ulang pada Produk McDonald di Surabaya, Jurnal GEMA AKTUALITA, Vol. 4, No. 1, Juni 2015
Hartono, Widi. 2019. Pengembangan Aplikasi Digital untuk Pelayanan Kesehatan di Instalasi Rawat Jalan Rumah Sakit Santa Maria, Pekanbaru
Ihtiyar, Ali dan Ahmad, Fauziah Sh. 2014. Intercultural Communication Competence as a Key Activator of Purchase Intention. Procedia - Social and Behavioral Sciences 150
Indriyarti, Eko Retno. 2020. Intensi Penggunaan Aplikasi Digital HaloDoc. Jurnal Pengabdian dan Kewirausahaan, Vol. 4 No. 2
Ismail, Faridah. 2017. Pengaruh Kompetensi Sumber Daya Manusia dan Penggunaan Teknologi Informasi terhadap Kualitas Pelayanan Pada Kantor Layanan Operasional BPJS Kesehatan Kabupaten Berau
Kasuba, Ratna Sari Kasuba dkk. 2018. Faktor-Faktor yang Mempengaruhi Minat Kunjungan Ulang Pasien Rawat Jalan di Puskesmas Perawatan Sulamadaha, Kota Ternate Barat
Latief, et.al. 2018. Analisis Faktor-Faktor yang Mempengaruhi Kinerja Karyawan. Jurnal Pendidikan Ilmu-ilmu Sosial, 10 (2)
Li, M., Cai, L. A., Lehto, X. Y., & Huang, J. Z. 2016. A Missing Link In Understanding Revisit Intention-The Role Of Motivation And Image. Journal Of Travel And Tourism Marketing, 27(4), 335–348. Https://Doi.Org/10.1080/10548408.2010.481559
Marpaung, Yuni Novianti. 2021. Aplikasi Kesehatan Digital sebagai Konstruksi Sosial Teknologi Media Baru
McPhillips-Tangum, Carol A. et.al. 2018. Reasons for Repeated Medical Visits Among Patients with Chronic Back Pain. J Gen Intern Med, Vol. 13 (5)
Mukhlis. 2013. Pengaruh Kepuasan Layanan terhadap Minat Beli Ulang Pasien Rawat Inap di Rumah Sakit Umum Tanjung Pura tahun 2012. Tesis Kesehatan Masyarakat. Universitas Sumatera Utara.
Muzumdar, Prathamesh. 2021. Moderating Effects of Retail Operations and Hard-Sell Sales Techniques on Salesperson’s Interpersonal Skills and Customer Repurchase Intention. Journal of Management Research, Vol. 13 No. 1
Ostlund, M.N. Dahlb¨ack, and G. I. Petersson. 2013. 3rd Visualization as a Communicative Aid in Pharmaceutical Advice-giving over Distance. Journal of Medical Internet research. Vol. 13, No. 3
Putri, Debi Eka, dkk. 2020. Minat Kunjungan Ulang Pasien yang Ditinjau dari Aspek Persepsi dan Kepercayaan pada Klinik Vita Medistra Pematangsiantar. Jurnal Inovasi Bisnis 8
Putri, Komang Trisna Komala dan Sukawati, Tjokorda Gde Raka. 2018. The Role of Trust Mediates the Effect of Customer satisfaction on Repurchase Intention (Study on Consumer Chatime) in Denpasar City. American Journal of Humanities and Social Sciences Research, Vol. 4 Issue 8
Rahmadi, Heksawan dan Deni Malik. 2016. Pengaruh Kepercayaan dan Persepsi Resiko Terhadap Keputusan Pembelian e-Commerce pada Tokopedia.com Jakarta Pusat. Jurnal Ilmiah Reformasi Administrasi. Vol. 3 No. 1
Rofiq, Ainur. 2013. Impact of Cyber Fraud and Trust of e-Commerce System on Purchasing Intentions; Analisyng Planned Behaviour in Indonesian Business. Jurnal Ilmiah Mahasiswa 2 (2).
Rousta, B. 2020. The Impact of Perceived Quality and Value on tourists’ satisfaction and Intention to Revisit Nowshahr City of Iran. Journal of Quality Assurance in Hospitality & Tourism, 16(1), 103–117
Sari, F., & Pangestuti, E. 2018. Pengaruh Electronic Word Of Mouth (E-Wom) Terhadap Minat Berkunjung Dan Keputusan Berkunjung (Studi Pada Wisata Coban Rais BKPH Pujon). Jurnal Administrasi Bisnis, 54(1), 189–196.http://Administrasibisnis.Studentjournal.Ub.Ac.Id/Index.Php/Jab/Article/View/2231
Setyorini, Retno dan Nugraha, Rizky Prima. 2016. The Effect of Trust Towards Online Repurchase Intention with Perceived Usefulness As An Intervening Variable: A Study on KASKUS Marketplace Customers. The Asian Journal of Technology Management Vol. 9 No. 1
Som, Ahmad Puad Mat dkk. 2012. Factors Influencing Visitors’ Revisit Behavioral Intentions: A Case Study of Sabah, Malaysia. International Journal of Marketing Studies, 4(4). hlm. 39-50.
Sopyan, Ibnu Widyanto. 2015. Antesenden Minat Berkunjung Ulang (Studi pada Cagar Budaya Bedung Lawang Sewu Semarang). Diponogoro Journal Of Management, Vol 4 No 2.
Stamenova, Vess. 2021. Virtual Care Use During the Covie-19 Pandemic and Its Impact on Healthcare Utilization in Patients with Cronic Disease. | https://doi.org/10.1371/journal.pone.0267218
Stylos, N., Vassiliadis, C. A., Bellou, V., & Andronikidis, A. 2016. Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination. Tourism Management, 53, 40–60. https://doi.org/10.1016/j.tourman.2015.09.006
Sugiyanto dan Santoso, Djoko. 2018. Analisis Pengaruh Kompetensi, Sarana Pendukung Teknologi Informasi Dan Kepuasan Kerja Sebagai Variabel Intervening Terhadap Kinerja SDM. Jurnal Riset Ekonomi dan Bisnis. Vol. 11 No. 1
Sunjaya, A. P. 2019. Potensi, Aplikasi dan Perkembangan Digital Health di Indonesia. Journal of The Indonesian Medical Association. Majalah Kedokteran Indonesia. 69(4).
Tasyah, Amelia. 2021. Inovasi Pelayanan Publik Berbasis Digital (e-Government) di Era Pandemi Covid-19. Jurnal Ilmu Administrasi Media Pengembangan Ilmu dan Praktek Administrasi Volume 18 | Nomor 2| Desember 2021.
Tj. Winoto, Heri dkk. 2021. Effect of Electronic Word Of Mouth, Product Quality, and Price on Purchase Intention. Budapest International Research and Critics Institute-Journal. Vol. 4 No. 3
Tj. Winoto, Heri dkk. 2019. The Effect Of Price Policy And Experiential Marketing On Repurchase Intention Mediated By Customer Satisfaction (Study at PT. Maybank Indonesia Finance Regional Jakarta). International Journal of Science, Technology & Management. Vol. 2 No. 6
Triastuti, D. A. 2019. Pengaruh Lingkungan Kerja, Kompetensi Dan Iklim Organisasi Terhadap Kinerja Pegawai. Journal of Management Review, 2(2), 203.
World Health Organization. 2016. Monitoring and Evaluating Digital Health Interventions: A practical Guide to Conducting Research and Assessment. WHO, Geneva.
Yogi. 2019. RSCM siap mendukung penuh program telemedicine Indonesia (Temenin) untuk Indonesia lebih sehat. Diakses pada tanggal 22 maret 2020 melalui laman http://yankes.kemkes.go.id/readrscm-siap-mendukung-penuhprogram-telemedicineindonesia-temenin-untukindonesia-lebih-sehat-6685.html
Yuniarti. 2021. Analisis Minat Kunjungan Ulang pada Pasien Rawat Inap di RSU Permata Medika Kebumen. Fakultas Bisnis dan Ekonomika. Universitas Islam Indonesia
Zou, Wenting et.al. 2021. The Effect of Competence-Based, Expresive and Collaborative Service Performance on the B2B Service Relationship. Technology Innovation Management Review, Vol. 11 Issue 5