Analysis of the Influence of Overall Perceived Service Quality and Management Support on Behavioral Intention with the Mediation of Patient Satisfaction at Company Clinic

Abstract

This study aims to analyze the influence of antecedents, namely Overall Perceived Service Quality and Management Support, on Behavioral Intention, with Patient Satisfaction serving as a mediator at Company Clinic. The research involved 150 respondents, consisting of employees and their families, with data collected through a questionnaire distributed using judgmental sampling. Data analysis conducted with PLS-SEM revealed that Overall Perceived Service Quality has a positive and significant effect on Patient Satisfaction. Furthermore, Management Support also positively contributes to Patient Satisfaction. Both variables were found to directly affect Behavioral Intention, with Patient Satisfaction serving as a significant mediator. The findings highlight the importance of enhancing service quality and management support to improve patient satisfaction, which, in turn, fosters positive behavioral intentions toward Company Clinic. The study's results offer managerial recommendations to improve service strategies and patient interactions, ultimately enhancing the overall patient experience.