Service quality, patient satisfaction, and types of medical insurance towards the revisit intention to private hospitals among outpatients in South Tangerang City, Indonesia

Abstract

Organization for Economic Co-operation and Development (OECD) estimated global health care growth will be higher than 20% of Gross Domestic Product (GDP) by 2050 which impacts the hospital providers to implement the concept of health for all and to ensure it meets the patient’s expectation. In Indonesia, 1,787 private hospitals are operating and being encouraged to involve in developing hospitals. As it reflects the need of excellent quality healthcare, this study aimed to assess the association between socio-demographic characteristics, service quality, patient satisfaction and types of medical insurance towards the revisit intention to private hospitals among outpatients in South Tangerang City, Indonesia. Cross-sectional survey using standardized questionnaires conducted through online platform during May 2020. Convenience sampling used to select outpatients aged between 20–65 years who domiciled in one of 7 sub-districts in South Tangerang, and had received OPD services in one of 17 private hospitals involved. This study enrolled 215 new outpatients aged 20-61 years, were mostly female (75.3%) with monthly income less than the City’s minimum wage (50.7%) and mostly received specialist clinics treatment (24%). Results indicated that the revisit intention’s proportion among outpatients in South Tangerang was relatively high at 76.3%, have good service quality (51.2%), gave medium satisfaction (54.4%), by using Salary Beneficiary Workers (JKN-PPPU) scheme (34.9%). Binary logistic regression analysis found that age (OR (95%CI): 0.960 (0.924-0.998) p=0.041), service quality (OR (95%CI): 1.050 (1.013-1.088) p=0.008), patient satisfaction (OR (95%CI): 1.079 (1.024-1.137) p=0.005) were significant predictors of the revisit intention. Through the findings, this study unraveled the current manifestation to recommend private hospitals in South Tangerang City to keep improving and maintain their institutions with sufficient facilities and appearance, consistent and dependable medical providers, to build trusts and empathic encounter, for sustainability, greater loyalty or even better tolerance of affordability among patients in the future.