The Role of Mediation Barriers to Self-Efficacy in Improving Hospital Revisitation: Empirical Evidence in the Healthcare Industry in Indonesia

This research aims to determine the role of barriers to self-efficacy as mediation on the repeat visits by patients in the National Health Insurance (JKN) at Advanced Referral Health Facilities (FKRTL) Class C in Indonesia. This is an explanatory causality research with the purposive sampling method used to collect data from a cross-sectional survey of 225 patients of class C FKRLT in Jakarta, Bogor, Depok, and Bekasi using a questionnaire. The data collected were analyzed using structural equation modelling (SEM). The results showed that brand image and perception of patient-centered services positively affect barriers to self-efficacy and are a mediator to increasing patient return visits. These findings are helpful for stakeholders to make decisions in improving patient-centered regulations and service standards for the realization of hospital sustainability, good governance, and effective strategies to retain BPJS patients. Received: 17 October 2022 / Accepted: 29 December 2022 / Published: 5 January 2023