Hubungan Kualitas Pelayanan, Nilai yang Dipersepsikan, Kepercayaan, dan Niat Berkunjung Kembali
DOI:
https://doi.org/10.57218/jkj.Vol5.Iss3.3159Kata Kunci:
kepercayaan, kepuasan pasien, kualitas pelayanan, niat berkunjung kembali, nilai yang dipersepsikanAbstrak
Kualitas pelayanan, nilai yang dirasakan, kepuasan, kepercayaan, dan niat berkunjung kembali merupakan konstruk penting dalam keberlanjutan pelayanan kesehatan dan medical tourism. Hubungan antar konstruk tersebut belum konsisten pada berbagai negara dan jenis layanan. Review ini bertujuan mensintesis hubungan kualitas pelayanan, nilai yang dirasakan, kepuasan, kepercayaan, dan niat berkunjung kembali pada pelayanan kesehatan dan medical tourism di Asia. Penelitian menggunakan narrative review dengan sintesis tematik. Pencarian dilakukan pada Scopus, Web of Science, PubMed, dan Google Scholar untuk artikel berbahasa Inggris periode 2021–2026. Dari 160 artikel yang teridentifikasi, 36 duplikat dihapus dan 124 artikel disaring berdasarkan judul dan abstrak. Sebanyak 32 artikel ditelaah secara lengkap, kemudian delapan artikel primer dari Indonesia, Malaysia, Makau, Turki, Hong Kong, India, dan Vietnam diikutkan dalam sintesis. Hasil menunjukkan bahwa kualitas pelayanan umumnya meningkatkan nilai yang dirasakan dan kepuasan. Waktu tunggu menjadi faktor dominan terhadap kepuasan dan niat berkunjung kembali pada rumah sakit rawat jalan di Indonesia, sedangkan kepercayaan pasien menjadi prediktor kuat niat berkunjung kembali pada klinik gigi swasta di Malaysia. Nilai yang dirasakan tidak selalu meningkatkan kepuasan di Indonesia dan Vietnam. Citra destinasi memediasi hubungan nilai rumah sakit dan niat berkunjung kembali dalam medical tourism di Turki. Temuan menunjukkan bahwa loyalitas pasien bersifat kontekstual dan dipengaruhi karakteristik layanan serta destinasi.
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