The Role of Mediation Barriers to Self-Efficacy in Improving Hospital Revisitation: Empirical Evidence in the Healthcare Industry in Indonesia

Andry; Ewaldo; Arrozi  Adhikara; Rokiah  Kusumapradja; Sri  Handayani

doi:10.36941/ajis-2023-0018

Authors

Andry Graduate Program, Master of Hospital Administration, Universitas Esa Unggul, Jl. Arjuna Utara No.9, Kb. Jeruk, Kec. Kb. Jeruk, Kota Jakarta Barat, Daerah Khusus Ibukota, Jakarta 11510, Indonesia
Ewaldo Graduate Program, Master of Hospital Administration, Universitas Esa Unggul, Jl. Arjuna Utara No.9, Kb. Jeruk, Kec. Kb. Jeruk, Kota Jakarta Barat, Daerah Khusus Ibukota, Jakarta 11510, Indonesia
Arrozi Adhikara Faculty of Economic and Business, Universitas Esa Unggul, Jl. Arjuna Utara No.9, Kb. Jeruk, Kec. Kb. Jeruk, Kota Jakarta Barat, Daerah Khusus Ibukota, Jakarta 11510, Indonesia
Rokiah Kusumapradja Graduate Program, Master of Hospital Administration, Universitas Esa Unggul, Jl. Arjuna Utara No.9, Kb. Jeruk, Kec. Kb. Jeruk, Kota Jakarta Barat, Daerah Khusus Ibukota, Jakarta 11510, Indonesia
Sri Handayani Faculty of Economic and Business, Universitas Esa Unggul, Jl. Arjuna Utara No.9, Kb. Jeruk, Kec. Kb. Jeruk, Kota Jakarta Barat, Daerah Khusus Ibukota, Jakarta 11510, Indonesia

DOI:

https://doi.org/10.36941/ajis-2023-0018

Keywords:

hospital brand image, barrier self-efficacy, theory of planned behavior, patient revisits

Abstract

This research aims to determine the role of barriers to self-efficacy as mediation on the repeat visits by patients in the National Health Insurance (JKN) at Advanced Referral Health Facilities (FKRTL) Class C in Indonesia. This is an explanatory causality research with the purposive sampling method used to collect data from a cross-sectional survey of 225 patients of class C FKRLT in Jakarta, Bogor, Depok, and Bekasi using a questionnaire. The data collected were analyzed using structural equation modelling (SEM). The results showed that brand image and perception of patient-centered services positively affect barriers to self-efficacy and are a mediator to increasing patient return visits. These findings are helpful for stakeholders to make decisions in improving patient-centered regulations and service standards for the realization of hospital sustainability, good governance, and effective strategies to retain BPJS patients.

Received: 17 October 2022 / Accepted: 29 December 2022 / Published: 5 January 2023