Open Access
American Research Journal of Business and Management
ISSN (Online): 2379-1047
DOI: 10.46568/arjbm
The Effect of Healthcare Service Quality, Hospital Image and Experience Economic on Worth of Mouth through BPJS Patient PerceptionType B Hospital in West Java
Darnus Djaya , Farida Jasfar, Hamdy Hady. “The Effect of Healthcare Service Quality, Hospital Image
and Experience Economic on Worth of Mouth through BPJS Patient PerceptionType B Hospital in West Java”.
American Research Journal of Business and Management. 2018; 4(1): 1-19.
Abstract
The aim of this study was to examine the direct and indirect effects of health care service quality,
hospital image, economic experience, word of mouth (WOM) communication through seeing patients. In
addition, the role of patients as mediators and their relational consequences will also be tested.The model
proposed in this study was tested using Structural Equation Model (SEM). Data were collected from a sample
of 302 patients Badan Penyelenggara Jaminan Sosial (BPJS members), questionnaires about experience, which
were experienced directly by the research target.This research found that the image of the hospital, economic
experience, and the perception of the patients had a direct impact on WOM communication. While the quality
of health services must be mediated by the perception of patients to influence WOM communication or must
be arranged simultaneously with the hospital image, economic experience, and patient perceptions. Therefore
hospital management must carry out the quality of hospital services along with managing the hospital image
and applying the concept of economic experience so as to build patient perceptions and ultimately create WOM
communication in patients.
