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Vol. 3 No. 2 (2026) • Artikel
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Digitalisasi, Hospital Service Quality, dan Patient Continuity Intention: Peran Mediasi Patient Contentment Pada Pasien BPJS dan Non-BPJS Di Rumah Sakit Tipe B DKI Jakarta

Diah Astarini
Trisakti University image/svg+xml
Luki Adiati Pratomo
Trisakti University image/svg+xml
Nurhafifah Amalia
Trisakti University image/svg+xml
Mutia Anindita
Trisakti University image/svg+xml
Naomi Naomi
Trisakti University image/svg+xml
Published: November 25, 2026 Pages: 132-144
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Abstract

This study analyzes the influence of digitalization and hospital service quality on patient continuity intention, with patient satisfaction as a mediating variable among type B hospital patients in DKI Jakarta. The research design employs a causal quantitative approach with purposive sampling of 303 inpatients and outpatients who have utilized hospital services for at least one year. Data analysis is conducted using Structural Equation Modeling (SEM) with AMOS, including path estimates for the BPJS group (n=135) and Non-BPJS group (n=168). The results indicate that digitalization does not have a significant direct effect on patient continuity intention but positively influences patient satisfaction in the overall model and the BPJS group, while showing a significant negative effect in the Non-BPJS group. Hospital service quality negatively affects patient continuity intention in the overall model and BPJS group, but is not significant in the Non-BPJS group. Patient satisfaction is shown to mediate the effects of digitalization and hospital service quality on patient continuity intention. These findings underscore the importance of patient satisfaction in linking digital experiences and service quality.

Keywords:
Digitalization Hospital Service Quality Patient Satisfaction Patient Continuity Intention BPJS
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Author Biographies
Diah Astarini Trisakti University

Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Trisakti, Jakarta Barat, Daerah Khusus Ibukota Jakarta, Indonesia.

Luki Adiati Pratomo Trisakti University

Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Trisakti, Jakarta Barat, Daerah Khusus Ibukota Jakarta, Indonesia.

Nurhafifah Amalia Trisakti University

Program Studi Akuntansi, Fakultas Ekonomi dan Bisnis, Universitas Trisakti, Jakarta Barat, Daerah Khusus Ibukota Jakarta, Indonesia.

Mutia Anindita Trisakti University

Program Studi Akuntansi, Fakultas Ekonomi dan Bisnis, Universitas Trisakti, Jakarta Barat, Daerah Khusus Ibukota Jakarta, Indonesia.

Naomi Naomi Trisakti University

Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Trisakti, Jakarta Barat, Daerah Khusus Ibukota Jakarta, Indonesia.

How to Cite
Astarini, D., Pratomo, L. A., Amalia, N., Anindita, M., & Naomi, N. (2026). Digitalisasi, Hospital Service Quality, dan Patient Continuity Intention: Peran Mediasi Patient Contentment Pada Pasien BPJS dan Non-BPJS Di Rumah Sakit Tipe B DKI Jakarta. Jurnal Manajemen Dan Teknologi, 3(2), 132-144. https://doi.org/10.63447/jmt.v3i2.2043
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This work is licensed under a Copyright (c) 2026 Diah Astarini, Luki Adiati Pratomo, Nurhafifah Amalia, Mutia Anindita, Naomi Naomi .

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