The Effect Of Service Quality On Patient Loyalty Mediated By Patient Satisfaction (A Case Study on Health Clinic in Indonesia) (original) (raw)
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MORFAI JOURNAL
The increasing number of hospitals and the development of health industry have resulted in competition between healthcare providers. In facing the inevitable competition in the health industry, healthcare providers are required to adjust and evolve to achieve higher standards. Things that can be done to face the demands of this market is improving the quality and patient satisfaction. The goal is to increase patient trust and loyalty. This research aims to determine the effect of service quality and patient satisfaction on patient loyalty mediated by patient trust at Rumah Indonesia Sehat (RIS) Hospital. There were 67 samples in this study. The data used in this study is a type of quantitative data obtained from filling out questionnaires by selected respondents through a simple random sampling method. The analysis method used in this study is the Structural Equation Model (SEM) using the SmartPLS program. The result of this study shows that there is a significant effect of service ...
Study of Service Quality and Patient Satisfaction to Trust And Loyalty in Public Hospital, Indonesia
Test and prove the relationship of service quality, patient satisfaction, trust, and loyalty directly and through mediation. Population 6088 patients who had received inpatient service at public hospital Batu, East Java, Indonesia. Questionnaire was given to 100 respondents. The data were processed with SPSS 21 and SmartPLS 3.0. Hypothesis testing with Structural Equation Modeling-Partial Least Square (SEM-PLS) model showed a significant and insignificant relationship between the variables. Service quality is not significant to loyalty, but there are moderating variables that is trust. Trust strengthens the influence of service quality on loyalty.
Background: This study aims to determine the effect of service quality, image, and customer relationship management directly towardsthe patient satisfaction and loyalty, as well as the indirect effect on patient loyalty with patient satisfaction as an intervening variable in RSUD of Ajatappareng area Sulawesi Selatan. Methods: In this study used of 300 people whichtaken of patients that coming from in five regional public hospitals in Ajatappareng area. Every hospital is represented by 60 samples that use the sampling method, which are non-random or non-probability selection in the form of purposive sampling. The data results of this study were analyzed byusing Structural Equation Modeling (SEM) applications. Results: Service quality has a positive but insignificant effect on patient loyalty. Then the quality of service, image, and customer relationship management, three of them have a positive and significant effect on patient loyaltydirectly. Meanwhile, if using patient satisfaction as an intervening variable, then the results obtained are service quality and customer relationship management have a positive and significant effect on loyalty. Conclusion:This study can be useful for the hospital or public business sectors as well as that applied satisfaction and loyalty. In this study has some novelty that may benefit for hospital sectors, also there are a new objects at Ajatappareng Hospital which was never conducted before.
IOSR Journal of Business and Management, 2017
It is necessary to consider the visit rate of outpatient in order to increase hospital revenue. Accordingly, to create customer satisfaction, a hospital should be able to improve its service quality. Therefore, dimensions of service quality as determinants of customer satisfaction for establishment of patient loyalty need to consider. The previous researches have confirmed that service quality creates patient loyalty with and without mediation of customer satisfaction. There many previous researches that investigate service quality, customer satisfaction, and customer loyalty, however, they only used multiple regression analysis or SEM. So, in this research, the researcher uses a combination of multiple regression analysis and SEM. The objectives of this research are: first, to see the impact of service quality on patient satisfaction; second, to see the impact of patient satisfaction on customer loyalty; third, to see the impact of service quality on patient loyalty. The respondents of this research are non-insurance outpatients of a private hospital in Tangerang, Indonesia by using a questioner. The data analysis methods of this research were multiple regression method for dimension of service quality toward satisfaction and Structural Equation Model (SEM) analysis for variable of service quality and customer satisfaction toward loyalty. The findings of this research show that: first, there is no direct impact of each dimensions of service quality on patient satisfaction, except assurance. It shows that the respondents don't distinguish all dimensions as a separate part where one dimension is prioritized than others; second, this research also finds that there is an impact of service quality on customer satisfaction improvement; third, there is direct impact of service quality on customer loyalty without mediation of customer satisfaction. Accordingly, it can be concluded that the customer loyalty is affected by customer satisfaction and service quality.
The purpose of this paper is to conceptualize hospital service quality into its component indicators from the perspectives of patients. More specifically, this research aims to test and explain empirically the mediators of relationship between patient satisfaction, trust, commitment and loyalty in public hospitals Southeast Sulawesi of Indonesia. The study employs questionnaire-survey approach to obtain the perceptions of patients. The instruments developed have been validated using tests for reliability, validity and unitdimensionality. The data were analyzed using structural equation modeling. The results indicate that service quality has positive and significant effects on patient satisfaction, and patients trust and commitment significantly affect patient's loyalty. However, the patient satisfaction has no significant effect on patient's loyalty. In addition, patient trust and commitment is positively affected by patient satisfaction. Further, this research can prove an increase in patient satisfaction capable improve patient loyalty through the mediating role of patient trust and commitment (complete mediation), but patient satisfaction did not mediate the relationship between service quality toward patient loyalty. Finally, high level of patient commitment proved to be an partial mediator the relationship between trust toward patient loyalty. Originality of this study conceptualizes hospital service quality as an five-indicators framework. Further, it also presents integrated model the relationship between service quality, patient satisfaction and loyalty, with patient trust and commitment as the mediators in public hospitals of Southeast Sulawesi province.
The main purpose of this paper is to develop and test the modified SERVQUAL model to measure Malaysian private healthcare quality. A total of 131 participants were selected randomly those visit private hospitals in Malaysia for healthcare facility. Then data were examined using means, correlations, principal component and exploratory factor analysis to establish the modified SERVQUAL scale's reliability, underlying dimensionality and convergent, discriminant validity. This paper than utilizes the structural equation modeling technique to do confirmatory factor analysis and test the hypothesized positive inter-relationships between customer's perception and customer satisfaction. This paper reviews and identifies essential service quality variables that are associated with the customer satisfaction in the private hospital. Customer satisfaction should reflect the need of healthcare quality requested by the customers, as direct and indirect relationships exist between personnel support and customer satisfaction and attention to customers and hospital facilities and between hospital facilities and customer satisfaction. The proposed model has been tested on only one private hospital in Malaysia due to short period. Due to this small sample size and the convenient method of data collection, there is a possibility of biasness of the authors may play a role in the outcome of the study. The main contribution of this study is that, it proposes a way to assess quality services in the private hospitals. This study has proposed a conceptual model that need further investigation and opens a way for future research.
Purpose-The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services. Design/methodology/approach-This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data. Findings-The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty. Research limitations/implications-The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability. Practical implications-The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty. Originality/value-This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.
International Journal of Business Marketing and Management, 2020
Health is a basic need for everyone because every aspect of life is related to health. The number of hospitals will provide an opportunity for the community to choose the best from the available choices, so hospitals must always innovate to be able to provide the best quality of service. This has caused a shift in focus on customer satisfaction and loyalty. Service quality and perceived value become measurement methods to predict customer satisfaction. This study analyzes the effect of service quality and price on satisfaction and its implications for outpatient loyalty at Premiere Bintaro Hospital. Data was collected from 250 patients through a field survey using a purposive sampling technique and this survey was limited to patients who had done outpatient treatment more than once. Data obtained from the survey were tested using Structural Equation Modeling, LISREL 8.80. The results showed that service quality and price have a positive correlation and a significant influence on customer satisfaction. The results of subsequent studies indicate that service quality and price have a positive correlation and a significant influence on customer loyalty. Finally, this study shows that customer satisfaction has a positive correlation and a significant influence on customer loyalty. Service quality and price have the greatest influence on customer satisfaction and customer loyalty. This factor must be seen as a key variable to increase the level of outpatient visits at the Premier Bintaro Hospital.
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit), 2021
This study aimed at analyzing correlation between digital marketing and customer satisfaction and loyalty at general hospitals during the COVID-19 pandemic era. This study was a quantitative study with an observational design and a cross-sectional approach. The population of this study was the hospital’s customers with a total sample of 100 customers that had already received hospital services during the COVID-19 pandemic era and taken using a simple random sampling technique. Data analysis was done using Pearson’s correlation test. Digital marketing was perceived well by 84% of the respondents. Further, for customer satisfaction, it was shown that most respondents had a high satisfaction of 77%. For customer loyalty, it was shown that most respondents had a high loyalty of 75%. The result of data processing for correlation between digital marketing and the respondent’s satisfaction showed a significance level of 0.000 (p-value 0.05) with an r-value of 0.827. Meanwhile, correlation ...
2020
The Healthcare system is one of the major service sectors which contributes to the stability of any nation. Better quality of healthcare services may have a positive effect on patient loyalty and it will lead to the betterment of the healthcare organizations. The study is therefore mainly focused on identifying the relationship between service quality and patient loyalty of public and private hospitals in Colombo district. In this research, the service quality model (SERVQUAL) which was introduced by Parasuraman et al. (1988) [38] has been used for evaluation of service quality while the measurements of Zeithaml et al., (1996) [47] has been used for evaluation of satisfaction and loyalty. The required information was obtained through a structured questioner and the sample size was 400. The sampling technique was multi-stage cluster sampling. The descriptive analysis, hypothesis testing, principal component analysis and Structural Equation Modeling (SEM) were used to derive the requi...