Abstract :

This study investigates the influence of product quality and promotion on outpatient revisit decisions, with patient satisfaction serving as a mediating variable, at St. Elisabeth Hospital in Bekasi. Employing a quantitative research approach, data were analyzed using the Partial Least Squares – Structural Equation Modeling (PLS-SEM) technique. A total of 160 respondents were selected through purposive sampling. The findings reveal that both product quality and promotion exert a positive and significant impact on patient satisfaction and revisit decisions. Furthermore, patient satisfaction significantly mediates the relationship between product quality and promotion on the decision to revisit. These results highlight the critical role of delivering high-quality healthcare services and implementing effective promotional strategies to foster patient satisfaction and loyalty. The study provides practical implications for hospital management in formulating marketing strategies and enhancing service delivery to sustain and increase patient visit.

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Keywords :

Patient Satisfaction, Product Quality, Promotion, Revisit Decision

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