Healthcare Service Quality: Building Patient Satisfaction and Word-of-Mouth in the Private Hospital in Indonesia

Abstract

This study discusses the effect of physical environment quality and interaction quality on word of mouth through patient satisfaction. Specifically, this study explains how to increase satisfaction and WOM through service quality that consists of physical environment quality and interaction quality. The research population was outpatients of private hospitals in Indonesia, and the sample was taken by employing an accidental sampling technique. Research data were analyzed using path analysis. Results showed that physical environment quality and interaction quality have a significant effect on patient satisfaction and WOM. Moreover, satisfaction has a direct impact on WOM and indirect effect as an intervening variable in forming WOM.