The Role of Patient Satisfaction as Mediators on the Influence of People, Waiting Time, and Price Fairness on Revisit Intention in A Clinic, Bekasi
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Abstract
This study examines the influence of healthcare professionals (people), waiting time, and price fairness on patient satisfaction and revisit intention at Beauty Clinic A in Bekasi. Using a quantitative, cross-sectional survey approach, data were collected from 141 patients and analyzed using Structural Equation Modeling (SEM) with SmartPLS. The results show that all three variables people, waiting time, and price fairness positively and significantly affect patient satisfaction. Furthermore, patient satisfaction strongly predicts revisit intention, functioning as an effective mediating variable between service quality factors and behavioral outcomes. The model demonstrates strong explanatory power, with 91.4% of the variance in patient satisfaction and 85.2% in revisit intention explained by the tested variables. IPMA results indicate that people, price fairness, and patient satisfaction fall into the high-importance but low-performance quadrant, suggesting the need for managerial prioritization. Overall, the study highlights that professional competence, efficient waiting times, and fair pricing are essential to enhancing satisfaction and encouraging patient loyalty in aesthetic healthcare settings.
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How to Cite
Satria, B. A. P., Innocentius Bernarto, Syifa Naira Yudianto, Emmanuelle Jocelyn Handoyo, & Alya Nadira. (2025). The Role of Patient Satisfaction as Mediators on the Influence of People, Waiting Time, and Price Fairness on Revisit Intention in A Clinic, Bekasi. ProBisnis : Jurnal Manajemen, 16(06), 1726–1736. Retrieved from https://ejournal.joninstitute.org/index.php/ProBisnis/article/view/1276
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Setiawan, H., & Salim, S. (2018). Faktor-Faktor yang Mempengaruhi Niat Kunjungan Kembali Pasien di Rumah Sakit Jakarta. Jurnal Manajemen Rumah Sakit, 5(1), 50–58.
Setiawan, R., & Salim, H. (2018). Patient satisfaction, trust, and loyalty in private aesthetic clinics. Journal of Health Consumer Behavior, 7(1), 21–29.
Siripipatthanakul, S., & Vui, C. N. (2021). A Conceptual Review On The Mediating Effect Of Patient Satisfaction Towards Patient Loyalty In The Dental Practice In Thailand. International Journal of Behavioral Analytics, 1(6), 1–16.
Susan, H., Kartika, T., & Dewi, N. (2019). Persepsi pasien terhadap waktu tunggu dan implikasinya terhadap kepuasan. Jurnal Pelayanan Kesehatan, 11(4), 88–93.
Susan et all. (2019). Waiting Time, Communication Quality, And Patient Satisfaction: An Analysis Of Moderating Influences On The Relationship Between Perceived Waiting Time And The Satisfaction Of Breast Cancer Patients During Their Inpatient Stay. Patient Education and Counseling, 103(4), 819–825.
Wijaya, A., Salim, S. H., & Irawan, I. N. (2020). Pengaruh Kepuasan Pasien terhadap Niat Kunjungan Kembali di Rumah Sakit XYZ. Jurnal Manajemen Pelayanan Kesehatan, 8(3), 221–230.
Wijaya, F., Sari, L., & Putra, Y. (2020). Patient trust, loyalty, and revisit intention in cosmetic healthcare facilities. Journal of Aesthetic Service Research, 4(2), 99–107.
Zhao, L., Tan, M., & Wong, J. (2023). Satisfaction, word of mouth, and revisit behavior in cosmetic healthcare services. Journal of Consumer Health Experience, 12(4), 118–127.
Al Rasyid, & I. (2019). Pengaruh kualitas pelayanan tenaga kesehatan terhadap niat kunjungan ulang pasien. Jurnal Kesehatan Masyarakat, 11(1), 22–30.
Angelica, V., & Bernarto, I. (2023). The effect of people, physical evidence, process and price fairness on patient satisfaction and revisit intention at the XYZ Hospital Polyclinic, Makassar City. Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi (JMBI UNSRAT), 10(2), 1345–1360.
Bae, S., & Lee, H. (2022). Appointment scheduling efficiency and its effect on patient retention. International Journal of Health Services, 52(1), 25–38.
Chana, P., Siripipatthanakul, S., Nurittamont, W., & Phayaphrom, B. (2021). Effect of the service marketing mix (7Ps) on patient satisfaction for clinic services in Thailand. International Journal of Business, Marketing and Communication, 1(2).
Fauziyyah, N. (2021). Waktu tunggu pelayanan kesehatan dan pengaruhnya terhadap kepuasan pasien. Jurnal Administrasi Kesehatan, 13(2), 33–40.
Fauziyyah, S. (2021). Analisis Waktu Tunggu Pelayanan Terhadap Kepuasan Pasien Di RSUD Cempaka Putih Tahun 2020. Jurnal Manajemen Dan Administrasi Rumah Sakit Indonesia (MARSI), 5(1), 89–95. https://doi.org/https://doi.org/10.52643/marsi.v5i1.1299
Garcia, J., & Molina, P. (2023). Emotional impact of price fairness on satisfaction in beauty clinics. International Journal of Service Psychology, 5(2), 77–85.
Haque, R., Rahman, A., & Kow, A. P. A. (2020). Factors Affecting Customer‟s Satisfaction and Loyalty in Hospitals in China. Asian Journal of Technology & Management Research, 10(1), 101–115.
Hassan, T., & Farooq, S. (2023). Empathy-driven healthcare delivery and patient experience in aesthetic clinics. Journal of Patient Experience, 10, 1–9.
Huang, R., & Yang, Z. (2012). The relationship between service quality, customer satisfaction and behavioral intentions: A study of public hospitals in China. International Journal of Health Care Quality Assurance, 25(2), 114–125. https://doi.org/https://doi.org/10.1108/09526861211210336
Kotler, & Keller. (2016). Marketing Management, 15th Edition. Pearson Education.
Kumar, R., & Sultana, F. (2024). Determinants of satisfaction in aesthetic clinics: The role of waiting time and perceived service value. Journal of Cosmetic Health Management, 12(2), 89–98.
Lien, C., Wu, W., Chen, Y., & Wang, C. (2015). The effects of price fairness and perceived value on customer satisfaction and loyalty in healthcare services. Journal of Healthcare Marketing, 9(3), 112–121.
Lien, C. H., Wen, M. J., Huang, L. C., & Wu, K. L. (2015). Online hotel booking: The effects of brand image, price, trust and value on purchase intentions. Asia Pacific Management Review, 20(4), 210–218. https://doi.org/https://doi.org/10.1016/j.apmrv.2015.03.005
Minister of Health. (2020). Decree of the Minister of Health of the Republic of Indonesia.
Nguyen, N. X., Tran, K., & Nguyen, T. A. (2021). Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country. Patient Preference and Adherence, 15, 2523–2538. https://doi.org/https://doi.org/10.2147/PPA.S333586
Nguyen, T., Pham, L., & Hoang, D. (2021). Waiting time and patient satisfaction in outpatient clinics. Journal of Healthcare Quality, 43(3), 145–152.
Prayetni, S., Widodo, A., & Fajar, M. (2018). Team-based healthcare delivery and patient experience in clinical settings. Jurnal Manajemen Kesehatan Indonesia, 6(1), 55–62.
Putri, M. R., Ruswanti, E., & Ramadhan, Y. (2024). The influence of service quality, price fairness, physical environment on patient loyalty with patient experience as an intervening variable at Nuraida Hospital. Formosa Journal of Sustainable Research, 3(3), 475–490. https://doi.org/https://doi.org/10.55927/fjst.v3i3.8417
Rahim, N., & Abdullah, S. (2022). Value perception and satisfaction in cosmetic service clients. Journal of Aesthetic Service Management, 8(1), 33–41.
Rahman, M., Karim, S., & Jahan, N. (2021). The role of health professionals’ communication in patient satisfaction. Journal of Health Services Management, 15(2), 55–63.
Setiawan, H., & Salim, S. (2018). Faktor-Faktor yang Mempengaruhi Niat Kunjungan Kembali Pasien di Rumah Sakit Jakarta. Jurnal Manajemen Rumah Sakit, 5(1), 50–58.
Setiawan, R., & Salim, H. (2018). Patient satisfaction, trust, and loyalty in private aesthetic clinics. Journal of Health Consumer Behavior, 7(1), 21–29.
Siripipatthanakul, S., & Vui, C. N. (2021). A Conceptual Review On The Mediating Effect Of Patient Satisfaction Towards Patient Loyalty In The Dental Practice In Thailand. International Journal of Behavioral Analytics, 1(6), 1–16.
Susan, H., Kartika, T., & Dewi, N. (2019). Persepsi pasien terhadap waktu tunggu dan implikasinya terhadap kepuasan. Jurnal Pelayanan Kesehatan, 11(4), 88–93.
Susan et all. (2019). Waiting Time, Communication Quality, And Patient Satisfaction: An Analysis Of Moderating Influences On The Relationship Between Perceived Waiting Time And The Satisfaction Of Breast Cancer Patients During Their Inpatient Stay. Patient Education and Counseling, 103(4), 819–825.
Wijaya, A., Salim, S. H., & Irawan, I. N. (2020). Pengaruh Kepuasan Pasien terhadap Niat Kunjungan Kembali di Rumah Sakit XYZ. Jurnal Manajemen Pelayanan Kesehatan, 8(3), 221–230.
Wijaya, F., Sari, L., & Putra, Y. (2020). Patient trust, loyalty, and revisit intention in cosmetic healthcare facilities. Journal of Aesthetic Service Research, 4(2), 99–107.
Zhao, L., Tan, M., & Wong, J. (2023). Satisfaction, word of mouth, and revisit behavior in cosmetic healthcare services. Journal of Consumer Health Experience, 12(4), 118–127.