The Influence of E-WOM and Digital Marketing Patient’ Re-Visits at The Internal Medicine Polyclinic Sebening Kasih Hospital
DOI:
https://doi.org/10.51601/ijhp.v6i2.591Abstract
The research problem arose from indications that some nurses experience difficulties in optimally performing their nursing duties, which can impact the quality of patient care. Unequal distribution of professional competence, low motivation due to a lack of recognition and career development, and a high workload due to an imbalance in the nurse-to-patient ratio are suspected to be the main causes of this decline in performance. The purpose of this study was to analyze the influence of professional competence, work motivation, and workload on nurse performance in the inpatient ward of Sebening Kasih Hospital, Pati Central Java Indonesia. This study, a descriptive quantitative study, recruited 42 respondents: nurses working in the in the internal medicine polyclinic of Sebening Kasih Hospital, Pati, who had worked in the inpatient ward for at least six months, were permanent nurses or active contract nurses, and were willing to participate. The data collected consisted of primary data collected using a questionnaire. The results concluded that professional competence and work motivation had a positive and significant effect on nurse performance in the inpatient ward of Sebening Kasih Hospital, Pati, Central Java Indonesia Workload negatively affected nurse performance. The higher the workload, the lower their performance.
Downloads
References
[1] N. X. Nguyen, K. Tran, and T. A. Nguyen, “Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country,” Patient Prefer. Adherence, vol. 15, no. 8, pp. 2523–2538, 2021, doi: 10.2147/PPA.S333586.
[2] S. Park, H. K. Kim, M. Choi, and M. Lee, “Factors affecting revisit intention for medical services at dental clinics,” PLoS One, vol. 16, no. 5, pp. 1–15, 2021, doi: 10.1371/journal.pone.0250546.
[3] K. Diliasari and D. Ayuningtyas, “Perceived Value of Patients with Intention to Revisit at Health Facilities: A Scoping Review,” Int. J. Soc. Serv. Res., vol. 3, no. 10, pp. 2544–2552, 2023, doi: 10.46799/ijssr.v3i10.559.
[4] D. H. Tessema and F. Yesilada, “Impact of total quality management on patient revisit intention: the case of public hospitals in Addis Ababa, Ethiopia,” Futur. Bus. J., vol. 11, no. 1, 2025.
[5] L. Wiogo and P. H. Pattyranie, “The Effect of Service Quality, Perceived Value, on Revisit Intention Mediated by Customer Satisfaction in Primary Health Care,” Ranah Res. J., vol. 7, no. 3, p. 1892, 2025, [Online]. Available:https://jurnal.ranahresearch.com/index.php/DOI:https://doi.org/10.38035/rrj.v7i3https://creativecommons.org/licenses/by/4.0/.
[6] L. A. L. Ongkaruna and R. Kristaung, “The Influence Of Hospital Service Quality On Patient Revisit Intention And Word-Of-Mouth In Class B Private General Hospital In Dki Jakarta,” OPSearch Am. J. Open Res., vol. 2, no. 7, pp. 581–593, 2023, doi: 10.58811/opsearch.v2i7.66.
[7] S. E. Handoyo and A. S. Hidayat, “Factors Affecting The Intention Of Inpatient Revisit Mediated By Patient Trust,” J. Humanit. Soc. Stud., vol. 09, no. 02, pp. 359–365, 2025.
[8] M. R. Erlinda and A. Ratnawati, “Increasing Customer Retention through Digital Marketing and Paramedic Competency with Hospital Brand Image as Intervening Variable,” Acad. J. e-Academia J. UiTM Cawangan Teren., vol. 11, no. 1, pp. 42–55, 2022, [Online]. Available: http://journale-academiauitmt.uitm.edu.mye.
[9] A. Serra-Cantallops, J. Ramon-Cardona, and F. Salvi, “The impact of positive emotional experiences on eWOM generation and loyalty,” Spanish J. Mark. - ESIC, vol. 22, no. 2, pp. 142–162, 2018.
[10] T. D. M. Putra, N. L. Romadhona, and T. M. K. Abdullah, “Enhancing Patient Revisit Intention and Positive Word of Mouth: An Empirical Study of Medical Tourism,” J. Manaj. dan Kewirausahaan, vol. 12, no. 1, pp. 100–109, 2024, doi: 10.26905/jmdk.v12i1.11459.
[11] M. Azhar, R. Ali, S. Hamid, M. J. Akhtar, and M. N. Rahman, “Demystifying the effect of social media eWOM on revisit intention post-COVID-19: an extension of theory of planned behavior,” Futur. Bus. J., vol. 8, no. 1, pp. 1–16, 2022, doi: 10.1186/s43093-022-00161-5.
[12] A. G. Lomi, J. L. . Bessie, and A. Kasim, “Pengaruh Ewom (Electronic Word Of Mouth) Pada Media Sosial Facebook Terhadap Minat Beli Konsumen (Studi Pada Tebing Bar & Cafe),” J. Manage., vol. 2, no. 1, pp. 29–58, 2016.
[13] Sugiyono, Metode Penelitian Kuantitatif, Kualitatif dan Kombinasi (Mixed method), 2nd ed. Bandung: Alfabeta, 2020.
[14] N. K. Malhotra, D. Nunan, and D. F. Birks, Marketing Research, 5th ed. New York: Pearson, 2017.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Nadhila Nur Amalina, Enrico Adithya Rinaldi, Nurminingsih Nurminingsih
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
