Volume 8 | Issue - 8
Volume 8 | Issue - 8
Volume 8 | Issue - 8
Volume 8 | Issue - 7
Volume 8 | Issue - 7
Background: The factors that influence revisit interest is service quality, customer experience, and patient satisfaction. Aim: This study purpose to analyze the effect of service quality, customer experience, and patient satisfaction on revisit interest at RSUD Daya Makassar City. Method: This type of research is quantitative with Structural equation modeling (SEM) approach. The population of this study were all patients who visited Daya Hospital Makassar City and the sample of this study was 100 people. Data collection methods using questionnaires. The collected data were analyzed using Smart PLS 4.0 software. Results: The results showed that service quality has a significant effect on patient satisfaction (T-statistics 2.729, P-value 0.006) and interest in revisiting (T-statistics 1.982, P-value 0.048). Customer experience has a significant effect on satisfaction (T-statistics 14.766, P-value 0.000), but is not significant on interest in revisiting (T-statistics 0.346, P-value 0.729). Patient satisfaction has a significant effect on return visit interest (T-statistics 7.131, P-value 0.000). Conclusion: It can be concluded that service quality and customer experience have a significant effect on patient satisfaction at RSUD Daya Makassar City. Patient satisfaction also plays an important role in encouraging interest in revisiting. However, customer experience does not directly affect revisit interest.