The Impact of Healthcare Service Quality and Dentist Skill on Patient Revisit Intention: The Mediating Role of Patient Satisfaction

Abstract

This study aims to investigate the influence of healthcare service quality and dentist skill on patient revisit intention, with patient satisfaction serving as a mediating variable at Dental Clinic Solo. A quantitative research design was employed, utilizing a purposive sampling technique to collect data from 100 patients through a structured electronic questionnaire. The data were rigorously analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate both the measurement and structural models. The findings reveal that healthcare service quality and dentist skill have a significant positive impact on patient satisfaction and revisit intention. Notably, dentist skill emerged as the most dominant predictor of satisfaction. Furthermore, the results confirm that patient satisfaction acts as a robust partial mediator in the relationship between technical clinical expertise and long-term behavioral loyalty. This research underscores the necessity for dental clinics to integrate superior service delivery with high clinical standards to enhance patient retention and maintain a competitive advantage in the healthcare industry.