The Effect Of Service Quality On Patient Loyalty Mediated By Patient Satisfaction (A Case Study on Health Clinic in Indonesia) (original) (raw)

Corporate services that move in the health field other than the hospital one of them clinics. Clinic development is characterized by increase and decrease of the number of treated patients and poor patient satisfaction index to health service quality. The number of public patients who went to clinic declined from 2013 to 2016 (medical records of Mulia Asih Clinic of Tangerang, 2017). Due to reduced number of general patient, service quality should be addressed to create patients loyal to the clinic and who are supported by patient satisfaction. Good service quality created patient satisfaction, so patients are loyal to the clinic. There are many previous studies on quality, customer satisfaction, and loyalty, but no one has studied health clinics in Indonesia. In this study, the researchers investigated service quality, customer satisfaction, and loyalty to health clinic in Indonesia using Structural Equation Modeling (SEM), which was analyzed by LISREL to differentiate it from prev...