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| Advisor(s) | Sinambela, Megawati | |
| Author(s) | GINTING, JUNITA EKA SARI BR | |
| Issued Date | 2026 | |
| Abstract | Patient intention to revisit is a key indicator for assessing the success of hospital healthcare services. The large number of Social Security Agency (BPJS) participants compels hospitals to continuously improve service quality and build patient trust, thereby fostering long-term relationships and patient loyalty toward the services provided. This study aimed to determine the relationship between service quality, patient trust, and the intention to revisit among hospitalized BPJS patients at Sembiring Deli Tua General Hospital. A quantitative method with an observational-analytic design and a cross-sectional approach was employed. A sample of 99 respondents was determined using the Slovin formula. The questionnaire underwent validity and reliability testing on 30 individuals outside the study sample. Data analysis was conducted using the Spearman Rank correlation test. The results indicate that all dimensions of service quality and patient trust are significantly associated with the intention to revisit. The "tangibles" dimension showed a weak positive relationship (p = 0.047; r = 0.200). The dimensions of reliability (p = 0.000; r = 0.572), responsiveness (p = 0.000; r = 0.578), assurance (p = 0.000; r = 0.517), and empathy (p = 0.000; r = 0.427) demonstrated moderately strong positive relationships. Patient trust exhibited the strongest positive relationship with the intention to revisit (p = 0.000; r = 0.684). Overall, it can be concluded that better service quality and higher levels of patient trust correlate with a greater intention among patients to revisit the hospital. It is recommended that Sembiring Deli Tua General Hospital establish uniform service standards for all patients, periodically monitor patient satisfaction, provide health education materials (such as brochures or informational videos), and maintain cleanliness across all ward classes (Class III through Class I) to ensure patient comfort; this is particularly important given that patient trust proved to be the factor most strongly associated with the intention of hospitalized BPJS patients to revisit. | 1 |
| Item Type | Tesis | |
| Keywords | Kualitas Pelayanan (Service Quality), Kepercayaan Pasien (Patient Trust), Minat Kunjungan Ulang (Intention to Revisit) | 1 |
| Collection | Fakultas Kesmas, S2-Ilmu Kesehatan Masyarakat | |
| Publisher | INSTITUT KESEHATAN DELI HUSADA | |
| Submitted Date | 31-08-2026 | |
| Updated Date | 22-09-2026 | |
| URI | No URI | |
| File |
2415088_JUNITAEKASARIBRGINTING_TESIS_S2.pdf
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