ANALISIS FAKTOR PHYSICAL EVIDENCE DAN PATIENT EXPERIENCE TERHADAP REVISIT INTENTION PASIEN RSU MUSLIMAT PONOROGO YANG DIMEDIASI DENGAN PATIENT SATISFACTION

This study aims to analyze the influence of physical evidence and patient experience on revisit intention, mediated by patient satisfaction, among patients at RSU Muslimat Ponorogo. The increasing demand for healthcare services requires hospitals to improve the quality of the physical environment and patient experience to foster satisfaction, which ultimately drives patients' intention to return for the same healthcare services. This study employs a quantitative approach, with the research population consisting of patients at RSU Muslimat Ponorogo. The sample size was determined using the rule of ten times the number of research indicators, resulting in a sample of 180 respondents. Data collection was conducted via questionnaires, and analysis was performed using the Structural Equation Modeling – Partial Least Squares (SEM-PLS) method with the aid of the SmartPLS application. The results indicate that all hypotheses show a positive and significant effect. The R-square values ​​show that patient satisfaction is explained by physical evidence and patient experience at a rate of 36.4%, while revisit intention is explained by physical evidence, patient experience, and patient satisfaction at a rate of 57.2%. Thus, it can be concluded that physical evidence and patient experience play a crucial role in enhancing patient satisfaction and revisit intention among patients at RSU Muslimat Ponorogo.

Keywords: Physical Evidence, Patient Experience, Patient Satisfaction, Revisit Intention