The Influence of Patient Experience on Outpatient Revisit Intention at Hospital X

Patient experience is an important indicator of healthcare quality because it reflects patients’ perceptions of communication, responsiveness, comfort, and overall service delivery during the care process. A positive patient experience may encourage patients to return to the same healthcare facility, making it an essential factor for hospitals seeking to improve patient retention and service quality. Objective: This study aimed to analyze the effect of patient experience on outpatient revisit intention at Hospital X by examining four dimensions: nurse communication, physician communication, service responsiveness, and physical comfort. Methodology: This study used an analytical observational design with a cross-sectional approach. A total of 57 outpatients were selected using accidental sampling. Data were collected using a structured questionnaire and analyzed using Binary Logistic Regression. Findings: The results showed that physician communication received the highest proportion of good ratings (75.4%), followed by nurse communication (63.2%), while service responsiveness and physical comfort were mostly rated as adequate (59.6%). Most respondents (94.7%) expressed an intention to revisit the hospital. Among the four dimensions examined, service responsiveness was the only dimension significantly associated with revisit intention (p = 0.018; Exp(B) = 7.172). Implications: These findings imply that improving service responsiveness, reducing waiting time, and ensuring timely assistance may strengthen outpatient loyalty and encourage repeat visits. Originality: The originality of this study lies in its specific examination of selected patient experience dimensions rather than assessing patient experience as a single general construct, thereby providing more detailed evidence on which service aspect should be prioritized to improve outpatient revisit intention.