PERAN KEPUASAN MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP ELECTRONIC WORD OF MOUTH DI RUMAH SAKIT MATA RAMATA DENPASAR

Abstract

This study aims to examine the effect of service quality on Electronic Word of Mouth (E-WOM) with patient satisfaction as a mediating variable at Ramata Eye Hospital in Denpasar. This quantitative research explains the relationship between service quality and E-WOM through patient satisfaction using the SmartPLS method. The study involved 100 respondents selected through purposive sampling, specifically patients aged 17 years and older who had received outpatient services. Data collection was conducted using a questionnaire. The results indicate that service quality has a positive and significant effect on patient satisfaction, service quality has a positive but not significant effect on E-WOM, patient satisfaction has a positive and significant effect on E-WOM, and service quality has a positive and significant effect on E-WOM through patient satisfaction. It is recommended to improve staff reliability in providing information and services, and to ensure that services meet patient expectations.