Perceived Value, Trust, Satisfaction, and Patients’ Intention to Revisit in a Pandemic Situation

Abstract

This study aims to analyze the effect of perceived value on patient trust, patient satisfaction, and patient interest in revisiting, as well as to examine the mediating roles of patient trust and satisfaction in the relationship between perceived value and revisit intention at Pangkah Health Center. The population of this study consists of 1,077 patients who have visited the health center, with a sample of 100 respondents selected using a combination of incidental (accidental) sampling and purposive sampling techniques, specifically patients who had visited at least twice. Data analysis was conducted to test the proposed relationships among variables. The results show that perceived value has a positive and significant effect on both patient trust and patient satisfaction. However, patient trust and patient satisfaction do not have a significant effect on revisit intention. Additionally, perceived value does not directly influence revisit intention, nor does it indirectly influence revisit intention through trust or satisfaction. These findings indicate that although perceived value is important in building trust and satisfaction, it is not sufficient on its own to drive patients’ intention to revisit the health center.