The Association Between e-WOM Dimensions and Patient Loyalty
DOI:
https://doi.org/10.31098/ijmesh.v10i1.4439Keywords:
Electronic Word of Mouth, Patient Loyalty, Healthcare Marketing, Patient Relationship Management, Digital CommunicationAbstract
Hospitals are health service institutions that provide comprehensive medical services including inpatient, outpatient, and emergency care. In the era of digital communication, electronic word of mouth has become an important factor influencing patients’ perceptions and loyalty toward health services. This study aims to examine the influence of electronic word of mouth dimensions—Concern for Others, Expressing Positive Feelings, and Helping the Company—on patient loyalty at Muhammadiyah Bandung Hospital. This research employed a quantitative approach using a cross-sectional design. Data were collected through questionnaires distributed to outpatients at the internal medicine polyclinic. The data were analyzed using descriptive analysis and multiple linear regression. The results indicate that Concern for Others (mean = 3.52), Expressing Positive Feelings (mean = 3.48), Helping the Company (mean = 3.55), and Patient Loyalty (mean = 3.40) are all categorized as high.
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Copyright (c) 2026 Irfan Fadillah Ramadhan Irfan, Naufal Fakhri Nugraha, Ratih Tresnati, Rachmat Suyanto
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