Assessment of Patient Revisit Intention and Recommendation to Private Hospital Based on Perceived Service Quality

Abstract

This study aims to assess the perceived service quality, patient revisit intention , and recommendation to a private hospital. The study mainly focuses on three key aspects: patients' views on service quality, their willingness to return to the hospital for future care, and their likelihood of recommending the hospital to others. These factors help in understanding overall patient satisfaction and hospital loyalty. This study will be using statistical methods, including survey analysis to understanding the modality of patient behavior towards service quality. The current practices in hospitals show a strong positive link between how patients perceive service quality and their willingness to return for future treatment. Patients who perceived higher levels of service quality were more likely to intend to revisit the hospital. Additionally, there was a significant positive relationship between perceived service quality and patient recommendation. Patients who perceived higher leve ls of service quality were more likely to recommend the hospital to others.

Based on the results of this study, it is suggested that private hospitals focus on improving service quality as a means of increasing patient revisit intention and recommendation. By paying attention to factors such as responsiveness, reliability, empathy and tangibles, private hospitals can improve patient satisfaction and loyalty, which can ult imately lead to increased revenue.