Triartomo, Anandio (2025) Pengaruh Komunikasi Media Sosial dan Kualitas Layanan Kesehatan terhadap Niat Berperilaku Pasien: Peran Mediasi Kepuasan Pasien dan Komitmen Pasien yang Dimoderasi Citra Perusahaan di Klinik Mata Tritya Surabaya. (The Influence of Social Media Communication and Healthcare Service Quality on Patients' Behavioral Intentions: The Mediating Role of Patient Satisfaction and Commitment Moderated by Corporate Image at Tritya Eye Clinic Surabaya). Masters thesis, Universitas 17 Agustus 1945 Surabaya.
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Official URL: https://ejournal.ipinternasional.com/index.php/ije...
Abstract
Tritya Eye Clinic, one of the currently growing eye health clinics, must understand the factors influencing patient satisfaction. Service quality, the role of social media, patient commitment, and corporate image are highly relevant factors in understanding patient preferences. The problem that persists in the company is that patient satisfaction has not yet met expectations, and even the role of social media, consumer commitment, and the image of Tritya Eye Clinic are still not optimal. The purpose of this study is to examine the influence of social media communication and healthcare service quality on patient behavioral intentions, mediated by patient satisfaction and commitment, with corporate image as a moderator at Tritya Eye Clinic Surabaya. This study uses a quantitative method with primary data sources obtained from questionnaire distribution. The population of the study includes all patients who have visited Tritya Eye Clinic Surabaya. Respondents were selected using a non-probability purposive sampling method, with a sample size of 100 respondents. The data analysis method employs descriptive analysis and PLS-SEM analysis. The results indicate that the social media communication variable and healthcare service quality variable have a positive and significant effect on patient behavioral intentions, mediated by patient satisfaction and commitment, while corporate image moderates the relationship between commitment and patient behavioral intentions at Tritya Eye Clinic Surabaya.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | social media, service quality, satisfaction, commitment, behavioral intentions, corporate image. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Magister Manajemen |
| Depositing User: | 1262300027 Anandio Triartomo |
| Date Deposited: | 03 Jan 2002 18:48 |
| Last Modified: | 03 Jan 2002 18:48 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/36323 |
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