The Role of Mediation Barriers to Self-Efficacy in Improving Hospital Revisitation: Empirical Evidence in the Healthcare Industry in Indonesia
DOI:
https://doi.org/10.36941/ajis-2023-0018Keywords:
hospital brand image, barrier self-efficacy, theory of planned behavior, patient revisitsAbstract
This research aims to determine the role of barriers to self-efficacy as mediation on the repeat visits by patients in the National Health Insurance (JKN) at Advanced Referral Health Facilities (FKRTL) Class C in Indonesia. This is an explanatory causality research with the purposive sampling method used to collect data from a cross-sectional survey of 225 patients of class C FKRLT in Jakarta, Bogor, Depok, and Bekasi using a questionnaire. The data collected were analyzed using structural equation modelling (SEM). The results showed that brand image and perception of patient-centered services positively affect barriers to self-efficacy and are a mediator to increasing patient return visits. These findings are helpful for stakeholders to make decisions in improving patient-centered regulations and service standards for the realization of hospital sustainability, good governance, and effective strategies to retain BPJS patients.
Received: 17 October 2022 / Accepted: 29 December 2022 / Published: 5 January 2023
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.