The Service Quality, Patient Satisfaction And It’s Impact To Patient Loyalty at X Hospital
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Sep 30, 2022
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Abstract
This research aims to analyze the positive effect 5Q dimension of service quality; quality of object, quality of process, quality of infrastructure, quality of interaction, quality of atmosphere on patient satisfaction, the positive effect of patient satisfaction on patient loyalty and the positive effect of trust and commitment on patient loyalty. This study used quantitative research and data collection was collected using questionnaire. The target population of this research were people that have admitted as in patiens at X hospital Bogor and willing to be respondents of this research. The number of samples were determined to be which 219 samples.The sampling technique use was purposive sampling. Partial Least Square-Structural Equation modelling (PLS-SEM) is applied to this study. The result of data analysis showed that quality of object, quality of infrastructure, quality of interaction, dan quality of atmosphere have positive effect on patient satisfaction, Patient satisfaction and trust have positive effect on patient loyalty. Quality of process has a negative effect on patient satisfaction. Lastly, commitment has a negative effect on patient loyalty.
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How to Cite
Satyawati, & Margaretha Pink Berlianto. (2022). The Service Quality, Patient Satisfaction And It’s Impact To Patient Loyalty at X Hospital . Enrichment : Journal of Management, 12(4), 2572-2581. https://doi.org/10.35335/enrichment.v12i4.547
References
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Arab, M., Tabatabaei, G., Rashidian, A., & Zarei, E. (2012). The effect of service quality on patient loyalty : a study of private hospital in Teheran Iran. Iranian Journal Publ Health, 41(9), 71–77.
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Dagger, T., & Timothy, K. O. (2010). Does experience matter? Differences in relationship benefit, satisfaction, trust, committment, loyalty for novice and experiences. European Journal of Marketing.
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Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty : An investigation in context of private healthcare system. . International Journal of Quality & Reliability Management, 35(6), 1195–1214.
Frederick, F. R., & W. Earl Sasser, J. (2000). Beyond rel marketingationship marketing : tecnologicalship. Marketing Intelligence & Planning , 18(1), 9–23.
Ghozali, I., & Lattan, H. (2015). Partial least squares konsep. Tekhnik dan aplikasi menggunakan smart PLS 3.0 (Edisi ke 2).
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research . Journal of the Academy of Marketing Science, 40(3), 414–433.
Kalia, P., Kaushal, R., Singla, M., & Prakash, J. (2021). Determining the role of service quality, trust and commitment to customer loyalty for telcome service users : a PLS-SEM approach. The TQM Journal , 33(7), 377–396.
Kourkouta, L., Iliadis, C., Sialakis, C., Adamakidou, T., Ouzounakis, P., & Kleisiaris, C. (2021). Quality of health services. World Journal of Advanced Research and Reviews, 12(01), 498–502.
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Liu, S., Li, G., & Hongwei, W. (2021). The impact of patient satisfaction on patient loyalty with the mediating effect of patient trust. INQUIRY : The Journal of Healthcare Organization, Provision and Financing, 58, 1–11. https://doi.org/https://doi.org/10.1177/00469580211007221
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Olesen, K., & Bathula, H. (2022). A meta analysis of determinants of patients satisfaction and loyalty . Health Marketing Quarterly, 191–210.
Raju, P., & Lonial, S. (2002). The impact of service quality and marketing on financial performence in hospital industry : an empirical examination. Journal of Retailing and Customer Services.
Setyawan, F., Supriyanto, S., Ernawaty, E., & Lestari, R. (2020). Understanding patient satisfaction and loyalty in public and private primary health care. Journal of Public Health Research, 9(1823), 140–143.
Sharma, V. (2017). Patient satisfaction and brand loyalty in health care organization in India. Journal of Asia Business Studies, 11(1), 73–87.
Sholeh, M., & Chalidyanto, D. (2021). The effect of service quality on loyalty through patient satisfaction in oupatient of hospital X, malang. Jurnal Medicoeticolegal and Managemen Rumah Sakit, 10(2), 148–157.
Tosyali, H., Sefa Sutcu, C., & Tosyali, F. (2019). Patient Loyalty in the hospital-patient relationship : The mediating role of social media. Journal of Erciyes Communication, 6(1), 783–804.
Uysal, B., & Yorulmaz, M. (2020). How patient loyalty affect patient satisfaction. Athens Journal of Health & Medical Sciences, 7(1), 19–36.
Vaz, N. (2018). Patient Satisfaction . In Healthfor care administration for patient safety and engagment (pp. 186–200). IGI Global publisher .
Woratschek, H., Horbel, C., & Popp, B. (2020). Determining customer satisfaction and loyalty from a value co-creation perspective. Service Industries Journal , 40(11–12), 777–799.
Zeithmal, V., Berry, L., & Parasuratman, A. (1988). Comunication and control process in the delivery service quality. The Journal of Marketing , 35–48.
Zhou, W. J. (2017). Deteminant of patient loyalty to healthcare providers : an integrative review. International Journal for Quality in Health Care, 29(4).
Zineldine. (2000). Beyond relationship marketing : technologicalship marketing. Marketing Inteligence and Planning, 18(1), 9–23.
Arab, M., Tabatabaei, G., Rashidian, A., & Zarei, E. (2012). The effect of service quality on patient loyalty : a study of private hospital in Teheran Iran. Iranian Journal Publ Health, 41(9), 71–77.
Bhalerao, V., & Deshmukh, A. (2018). Hospital as service organizations : Evolution and growth. International Research Journal of Management Sociology & Humanity, 9(4), 242–249.
Cahyanti, P. (2021). The model of patient satisfaction and trust : A study at BPJS patient. Dinasti International Journal of Education Management and Social Science, 2(3), 513–526.
Dagger, T., & Timothy, K. O. (2010). Does experience matter? Differences in relationship benefit, satisfaction, trust, committment, loyalty for novice and experiences. European Journal of Marketing.
El-Manstrly, D. (2016). An Improved Understanding of the moderator effect of switching cost type on relationship between customer perceived value, trust and customer loyalty. Springer Marketing Challengers in a Turbulent Business.
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty : An investigation in context of private healthcare system. . International Journal of Quality & Reliability Management, 35(6), 1195–1214.
Frederick, F. R., & W. Earl Sasser, J. (2000). Beyond rel marketingationship marketing : tecnologicalship. Marketing Intelligence & Planning , 18(1), 9–23.
Ghozali, I., & Lattan, H. (2015). Partial least squares konsep. Tekhnik dan aplikasi menggunakan smart PLS 3.0 (Edisi ke 2).
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research . Journal of the Academy of Marketing Science, 40(3), 414–433.
Kalia, P., Kaushal, R., Singla, M., & Prakash, J. (2021). Determining the role of service quality, trust and commitment to customer loyalty for telcome service users : a PLS-SEM approach. The TQM Journal , 33(7), 377–396.
Kourkouta, L., Iliadis, C., Sialakis, C., Adamakidou, T., Ouzounakis, P., & Kleisiaris, C. (2021). Quality of health services. World Journal of Advanced Research and Reviews, 12(01), 498–502.
Leissen Pollack, B. (2009). Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Services Marketing , 23(1).
Liu, S., Li, G., & Hongwei, W. (2021). The impact of patient satisfaction on patient loyalty with the mediating effect of patient trust. INQUIRY : The Journal of Healthcare Organization, Provision and Financing, 58, 1–11. https://doi.org/https://doi.org/10.1177/00469580211007221
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospital : thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269.
Morgan, R. M., & Hunt, S. D. (1994). The commitment - trust theory of relationship marketing. Journal of Marketing - Journal.Sage Pub.Com.
Olesen, K., & Bathula, H. (2022). A meta analysis of determinants of patients satisfaction and loyalty . Health Marketing Quarterly, 191–210.
Raju, P., & Lonial, S. (2002). The impact of service quality and marketing on financial performence in hospital industry : an empirical examination. Journal of Retailing and Customer Services.
Setyawan, F., Supriyanto, S., Ernawaty, E., & Lestari, R. (2020). Understanding patient satisfaction and loyalty in public and private primary health care. Journal of Public Health Research, 9(1823), 140–143.
Sharma, V. (2017). Patient satisfaction and brand loyalty in health care organization in India. Journal of Asia Business Studies, 11(1), 73–87.
Sholeh, M., & Chalidyanto, D. (2021). The effect of service quality on loyalty through patient satisfaction in oupatient of hospital X, malang. Jurnal Medicoeticolegal and Managemen Rumah Sakit, 10(2), 148–157.
Tosyali, H., Sefa Sutcu, C., & Tosyali, F. (2019). Patient Loyalty in the hospital-patient relationship : The mediating role of social media. Journal of Erciyes Communication, 6(1), 783–804.
Uysal, B., & Yorulmaz, M. (2020). How patient loyalty affect patient satisfaction. Athens Journal of Health & Medical Sciences, 7(1), 19–36.
Vaz, N. (2018). Patient Satisfaction . In Healthfor care administration for patient safety and engagment (pp. 186–200). IGI Global publisher .
Woratschek, H., Horbel, C., & Popp, B. (2020). Determining customer satisfaction and loyalty from a value co-creation perspective. Service Industries Journal , 40(11–12), 777–799.
Zeithmal, V., Berry, L., & Parasuratman, A. (1988). Comunication and control process in the delivery service quality. The Journal of Marketing , 35–48.
Zhou, W. J. (2017). Deteminant of patient loyalty to healthcare providers : an integrative review. International Journal for Quality in Health Care, 29(4).
Zineldine. (2000). Beyond relationship marketing : technologicalship marketing. Marketing Inteligence and Planning, 18(1), 9–23.