Development of Patient Satisfaction Model in Gastrointestinal Endoscopic Procedures in Indonesia
DOI:
https://doi.org/10.47363/JGHR/2024(5)166Keywords:
Patient Satisfaction, Revisit Intention, Gastrointestinal Endoscopy, PLS-SEMAbstract
Background: Patient satisfaction is an indicator of quality and success of medical service. Improvement on the valuation model has been applied in some countries.
Aim: This study aimed to test and analyse the effects of the patient satisfaction on revisit intention in patients who undergo gastrointestinal endoscopy in Indonesia.
Method: A quantitative survey was conducted through a purposive sampling technique to collect data from XYZ.
Results: The survey resulted in 147 responses, which were analysed through partial least squares-structural equation modelling (PLS-SEM). The direct influence on patient satisfaction was found to be the strongest from Skill and Hospital Facility. It was found that patient satisfaction positively and significantly predicted revisit intention. This study has implications for policymakers and hospital management in improving skill and hospital facility and information before endoscopy in optimizing revisit intention through patient satisfaction.
