PENGARUH PATIENT PERCEPTION OF MEDICAL ARTIFICIAL INTELLIGENCE, EFFECTIVE COMMUNICATION, DAN SELF-SERVICE TECHNOLOGY TERHADAP PATIENT SATISFACTION DAN WORD-OF-MOUTH BEHAVIOR DALAM PENGALAMAN LAYANAN KESEHATAN DI RS HERMINA DAAN MOGOT JAKARTA

Abstract

The rapid transformation of digital healthcare has encouraged hospitals to enhance the utilization of technology and the quality of communication in delivering patient care. This study aims to examine the effects of patients’ perceptions of medical artificial intelligence, effective communication, and self-service technology on patient satisfaction and word-of-mouth behavior, as well as the mediating role of patient satisfaction. The study was conducted among inpatients at Hermina Daan Mogot Hospital, West Jakarta. Data were collected from 234 respondents selected using purposive sampling through an online questionnaire administered via Google Forms and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 3.0. The results indicate that patients’ perceptions of medical artificial intelligence, effective communication, and self-service technology have positive and significant effects on patient satisfaction and word-of-mouth behavior. Patient satisfaction also significantly mediates the relationships between patients’ perceptions of medical artificial intelligence and word-of-mouth behavior, as well as between effective communication and word-of-mouth behavior. In contrast, patient satisfaction does not significantly mediate the relationship between self-service technology and word-of-mouth behavior. These findings highlight the importance of optimizing digital technologies and service communication to enhance patient experience, patient satisfaction, and positive word-of-mouth behavior.