Perceived Service Quality, Price Perception, and Revisit Intention among BPJS Kesehatan Outpatients
DOI:
https://doi.org/10.35870/ljit.v4i2.8698Keywords:
Bpjs Kesehatan, outpatient services, price perception, revisit intention, service qualityAbstract
The relationship between service quality, price perception, and revisit intention was examined among BPJS Kesehatan outpatients at a private hospital in Cikarang, Indonesia. A quantitative survey with a cross-sectional design was conducted involving adult patients who had prior experience using outpatient services. Participants were recruited using purposive sampling. Data were collected via a structured questionnaire utilizing a five-point Likert scale and analyzed using multiple linear regression. The analysis revealed that both service quality and price perception were positively associated with revisit intention, whether considered individually or jointly. Service quality demonstrated a relatively stronger relationship with revisit intention than price perception did. Consistent procedures, responsive staff, clear communication, and a satisfying outpatient experience all fostered the intention to return to the hospital. Positive price perception also reinforced revisit intention when the benefits received were deemed commensurate with the required financial and non-financial sacrifices. These findings indicate that hospital management should prioritize service reliability, effective waiting time management, equitable communication, and the provision of clear information regarding BPJS benefits and administrative procedures.
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