The Influence of Empathy on Revisit Interest Through Customer Satisfaction and Image (Case Study at UPTD Jati Health Center, Kudus Regency)

Edi Kusworo

Abstract


This study uses a quantitative approach. The population in this study were people who visited the UPTD Jati Health Center, Kudus Regency. This study used a random sampling technique. The number of samples used in this study was 150 respondents who met the criteria. The instrument used in data collection was a questionnaire. This study used validity tests, instrument reliability, Structural Equation Modeling (SEM) Analysis, and Structural Model Tests or Inner Models. The results of the study obtained 1) empathy has a positive effect on customer satisfaction of 5.450 greater than 1.65 and a sig. value of 0.000 <0.05. 2) empathy has a positive effect on image of 6.573 greater than 1.65 and a sig. value of 0.000 <0.05. 3) empathy has a positive effect on repeat visit interest of 1.838 greater than 1.65 and a sig. value of 0.006 <0.05. 4) customer satisfaction has a positive effect on the intention to revisit by 3.106, greater than 1.65 and a sig. value of 0.002 <0.05. 5) image has a positive effect on the intention to revisit by 3.051, greater than 1.65 and a sig. value of 0.002 <0.05. 6) the indirect effect between empathy on the intention to revisit by customer satisfaction and image as an intervening variable is proven to have a role because the indirect effect is greater than the direct effect with a value of 0.585.


Keywords


Customer; Empathy; Image; Satisfaction.

Full Text:

PDF

References


Alvin Satria Nugraha, T. A. (2021). Pengaruh Social Media Marketing terhadap Minat Berkunjung Wisatawan di Kota Bandung Melalui Nilai yang Dipersepsikan (The Effect of Social Media Marketing On the Visit Intention in Bandung Mediated by Perceived Value). Jurnal Akuntansi, Keuangan, dan Manajemen (Jakman), Vol2(No3), 195-212. doi:https://doi.org/10.35912/jakman.v2i3.381

Angraini, D. (2021). Analisis Pengaruh Brand Image Terhadap Minat Ulang Pasien Rawat Inap dengan Word of Mouth (WOM) sebagai Variabel Intervening (Studi Kasus Rumah Sakit Swasta di Kota Padang). Jurnal Ilmu Kesehatan Masyarakat, 10(4), 277-286. https://doi.org/10.33221/jikm.v10i04.942

Budiningsih, Asri. 2014. Belajar dan Pembelajaran. Yogyakarta: Rineka Cipta

Devonalita Agusli dan Yohanes Sondang Kunto. (2013). Analisa Pengaruh Dimensi Equitas. Jurnal Manajemen Pemasaran Petra, Vol1(No2), 1-8.

Dilla Fitria, C. S. (2022). Relationship Of Insurance And Hospital Empathy With Satisfaction Of Return Interest In Outcoming Patients At Sundari Hospital. International Archives of Medical Sciences and Public Health, Vol3(No1), 109-115. https://pcijournal.org/index.php/iamsph

Ghozali, Imam dan Hengky Latan (2015). Partial Least Squares Konsep Teknik dan Aplikasi dengan Program Smart PLS 3.0. Semarang: Universitas Diponegoro Semarang

Hartaty Sarma Sangkot (2022) Analisis Pengaruh Kepuasan Pasien Rawat Jalan Terhadap Minat Kunjungan Ulang Di RS X Kota Madiun. Jurnal Manajemen Kesehatan Indonesia. Vol 10 (No 2) Agustus 2022.

Haryono, Siswoyo. (2016). Metode SEM Untuk Penelitian Manjemen dengan AMOS, LISREL, PLS. (Cetakan Pertama). Bekasi: PT Intermedia Personalia Utama.

Helmawati T, H. S. (2014). Pengaruh Kualitas Layanan Terhadap Minat Kunjungan Ulang Yang Dimediasi Oleh Kepuasan Pasien Di Klinik Rumah Zakat Yogyakarta. JMMR (Jurnar Medicoeticolegal dan Manajemen Rumah Sakit, 3(No1), 2088-2831.

Imran, M. I. (2018). Pengaruh Kepuasan Pelanggan Terhadap Minat Beli Ulang Makanan Di Rumah Makan Ayam Bakar Wong Solo Alauddin Kota Makasar. Jurnal Profitability Fakultas Ekonomi Dan Bisnis, Vol2(No1), 50-64. Retrieved from https://journal.unismuh.ac.id/index.php/profitability

Kasuba RS, K. D. (2018). Faktor–Faktor Yang Mempengaruhi Minat Kunjungan Pasien Rawat Jalan Di Puskesmas Perawatan Sulamadaha Kota Ternate Barat Tahun 2018. J SERAMBI SEHAT, 11(2), 17-22.

Kementrian Kesehatan RI. (2019) Peraturan Menteri Kesehatan No 43 Tahun 2019 tentang Puskesmas, Jakarta

Setiono, B. A. (2022). Influence of Service Quality with the Dimensions of Reliability, Responsiveness, Assurance, Empathy and Tangibles on Customer Satisfaction. International Journal of Economics, Business and Management Research, Vol6(No9), 330-341. Retrieved from http://dx.doi.org/10.51505/ijebmr.2022.6924

Suwaldiman, A. F. (2014). Pengaruh Kualitas Jasa Terhadap Tingkat Kepuasan Mahasiswa Akuntansi Dalam Mengikuti Pendidikan Profesi akuntansi (Ppak). Jurnal Aplikasi bisnis, Vol 15 (No 9), 1873-1892.




DOI: http://dx.doi.org/10.30659/jrbi.v19i2.43666

Refbacks

  • There are currently no refbacks.


License URL: https://creativecommons.org/licenses/by/4.0/deed.en

Jurnal JRBI Indexed by :

google_scholar onesearch garuda crosref  onesearch  sinta scopus