The Influence of Patient Trust and Experience on Willingness to Recommend Mediated by Satisfaction

Vania Winnita, Hery Winoto, Fushen Fushen

Abstract


The increasing population of elderly people and the growing health-focused lifestyle have heightened global competition in the healthcare industry. Quality of service is a key element in enhancing hospital’s reputations and generating positive word-of-mouth recommendations. This study aims to determine the influence of patient trust and experience on willingness to recommend, with satisfaction as a mediating variable. Data were collected through purposive sampling of 394 outpatients at TMC Hospital in May 2024. Analysis was performed using the PLS-SEM method with the SmartPLS™ application. The results showed that patient experience and satisfaction significantly influence willingness to recommend. Patient trust and experience significantly influence satisfaction. Satisfaction mediates the influence of patient trust and patient experience on willingness to recommend. However, patient trust does not significantly influence willingness to recommend. Hospital management can strive to enhance patient trust, provide positive experiences during treatment, and increase patient satisfaction to enhance the likelihood of recommendations.


Keywords


patient trust; patient experience; satisfaction; willingness to recommend; hospital

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References


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DOI: https://doi.org/10.30596/miceb.v2i0.771

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