PENGARUH KUALITAS WEBSITE DAN ELECTRONIC WORD OF MOUTH TERHADAP PROSES KEPUTUSAN PASIEN DALAM MEMILIH RUMAH SAKIT (Survey pada Pasien Rumah Sakit Muhammadiyah Bandung)

Abstract

This study aims to determine the quality of the website and electronic word of mouth, as well as their influence on the patient's decision-making process in choosing a hospital at Muhammadiyah Bandung Hospital. The type of research used is verification research using survey methods. The research subjects used were patients at Muhammadiyah Bandung Hospital. The number of samples used in this study was 97 from patients at Muhammadiyah Bandung Hospital. The results showed that the website quality at Muhammadiyah Bandung Hospital was generally in the fairly good category, electronic word of mouth at the hospital was generally in the fairly good category, and the patient's decision process was also generally in the fairly good category. Partially, the quality of the website has a significant influence on the patient's decision process in choosing a good hospital, and electronic word of mouth also has a significant influence on the patient's decision process in choosing a hospital at Muhammadiyah Bandung Hospital. As well as based on simultaneous tests, website quality and electronic word of mouth have a significant effect on the patient's decision process in choosing a hospital at Muhammadiyah Bandung Hospital.