Enhancing Patient Loyalty Through Operational Strategies and Service Quality: The Impact of Patient Satisfaction on Company Revenue
Background: Hospitals, as public companies, must prioritize not only healthcare quality but also revenue and sustainability. Patient satisfaction serves as a key indicator of service quality, while effective operational strategies and high service quality are essential for fostering patient loyalty....
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| Format: | Article |
| Language: | Indonesian |
| Published: |
Bogor Agricultural University
2025-01-01
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| Series: | Jurnal Aplikasi Bisnis dan Manajemen |
| Online Access: | https://journal.ipb.ac.id/index.php/jabm/article/view/55457 |
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| _version_ | 1825206628678369280 |
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| author | Renaldus Iwan Sumarta Maun Jamaludin Iman Sudirman |
| author_facet | Renaldus Iwan Sumarta Maun Jamaludin Iman Sudirman |
| author_sort | Renaldus Iwan Sumarta |
| collection | DOAJ |
| description | Background: Hospitals, as public companies, must prioritize not only healthcare quality but also revenue and sustainability. Patient satisfaction serves as a key indicator of service quality, while effective operational strategies and high service quality are essential for fostering patient loyalty.
Purpose: This study analyzes how operational strategies and service quality influence patient loyalty and, consequently, company revenue.
Design/Methodology/Approach: A quantitative research methodology was employed, utilizing simple random sampling to collect data from 187 patients in private hospitals in Bandung. Data were gathered through questionnaires on a 7-point Likert scale, complemented by interviews. SmartPLS 4.0 software was used for data analysis.
Finding/Result: The findings reveal that operational strategies significantly enhance service quality and patient loyalty. Improved operational strategies lead to better service quality, which in turn boosts consumer loyalty. Additionally, service quality plays a crucial mediating role in the relationship between operational strategies and patient loyalty.
Conclusion: Satisfied patients are more likely to return, contributing to increased revenue and sustainability for hospitals.
Original/Value: This research innovatively links operational strategies to patient loyalty in private hospitals, demonstrating how service quality mediates this relationship and drives revenue growth and business sustainability.
Keywords: operational strategies, service quality, patient loyalty, patient satisfaction, company revenue |
| format | Article |
| id | doaj-art-79a62ff417c94fcdbe6d41a809fcceff |
| institution | Kabale University |
| issn | 2528-5149 2460-7819 |
| language | Indonesian |
| publishDate | 2025-01-01 |
| publisher | Bogor Agricultural University |
| record_format | Article |
| series | Jurnal Aplikasi Bisnis dan Manajemen |
| spelling | doaj-art-79a62ff417c94fcdbe6d41a809fcceff2025-02-07T08:02:42ZindBogor Agricultural UniversityJurnal Aplikasi Bisnis dan Manajemen2528-51492460-78192025-01-0111120320310.17358/jabm.11.1.20355457Enhancing Patient Loyalty Through Operational Strategies and Service Quality: The Impact of Patient Satisfaction on Company RevenueRenaldus Iwan Sumarta0Maun Jamaludin1Iman Sudirman2Management Science Doctoral Study Program, Universitas Pasundan; Jl. Tamansari No.6-8 Kota Bandung, West Java, IndonesiaBusiness Administration Study Program, Universitas Pasundan; Jl. Tamansari No.6-8 Kota Bandung, West Java, IndonesiaManagement Science Doctoral Study Program, Universitas Pasundan; Jl. Tamansari No.6-8 Kota Bandung, West Java, IndonesiaBackground: Hospitals, as public companies, must prioritize not only healthcare quality but also revenue and sustainability. Patient satisfaction serves as a key indicator of service quality, while effective operational strategies and high service quality are essential for fostering patient loyalty. Purpose: This study analyzes how operational strategies and service quality influence patient loyalty and, consequently, company revenue. Design/Methodology/Approach: A quantitative research methodology was employed, utilizing simple random sampling to collect data from 187 patients in private hospitals in Bandung. Data were gathered through questionnaires on a 7-point Likert scale, complemented by interviews. SmartPLS 4.0 software was used for data analysis. Finding/Result: The findings reveal that operational strategies significantly enhance service quality and patient loyalty. Improved operational strategies lead to better service quality, which in turn boosts consumer loyalty. Additionally, service quality plays a crucial mediating role in the relationship between operational strategies and patient loyalty. Conclusion: Satisfied patients are more likely to return, contributing to increased revenue and sustainability for hospitals. Original/Value: This research innovatively links operational strategies to patient loyalty in private hospitals, demonstrating how service quality mediates this relationship and drives revenue growth and business sustainability. Keywords: operational strategies, service quality, patient loyalty, patient satisfaction, company revenuehttps://journal.ipb.ac.id/index.php/jabm/article/view/55457 |
| spellingShingle | Renaldus Iwan Sumarta Maun Jamaludin Iman Sudirman Enhancing Patient Loyalty Through Operational Strategies and Service Quality: The Impact of Patient Satisfaction on Company Revenue Jurnal Aplikasi Bisnis dan Manajemen |
| title | Enhancing Patient Loyalty Through Operational Strategies and Service Quality: The Impact of Patient Satisfaction on Company Revenue |
| title_full | Enhancing Patient Loyalty Through Operational Strategies and Service Quality: The Impact of Patient Satisfaction on Company Revenue |
| title_fullStr | Enhancing Patient Loyalty Through Operational Strategies and Service Quality: The Impact of Patient Satisfaction on Company Revenue |
| title_full_unstemmed | Enhancing Patient Loyalty Through Operational Strategies and Service Quality: The Impact of Patient Satisfaction on Company Revenue |
| title_short | Enhancing Patient Loyalty Through Operational Strategies and Service Quality: The Impact of Patient Satisfaction on Company Revenue |
| title_sort | enhancing patient loyalty through operational strategies and service quality the impact of patient satisfaction on company revenue |
| url | https://journal.ipb.ac.id/index.php/jabm/article/view/55457 |
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