How can service quality, patient value, and patient satisfaction increase hospital patient loyalty?
Patient loyalty will be created if the hospital is able to provide quality services that create the best values for patients thereby increasing patient satisfaction.Failure to understand quality of service, patient value, and patient satisfaction will risk losing patient loyalty to hospital services...
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Indonesian Institute for Counseling, Education and Therapy (IICET)
2023-09-01
|
| Series: | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| Subjects: | |
| Online Access: | https://jurnal.iicet.org/index.php/jppi/article/view/2917 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1832584667529740288 |
|---|---|
| author | Guspianto Guspianto Muthia Mutmainnah Wahyu Indah Dewi Aurora |
| author_facet | Guspianto Guspianto Muthia Mutmainnah Wahyu Indah Dewi Aurora |
| author_sort | Guspianto Guspianto |
| collection | DOAJ |
| description | Patient loyalty will be created if the hospital is able to provide quality services that create the best values for patients thereby increasing patient satisfaction.Failure to understand quality of service, patient value, and patient satisfaction will risk losing patient loyalty to hospital services. This study aims to analyze the model of hospital patient loyalty as the effect of service quality, patient value and patient satisfaction. A cross sectional study was conducted through a survey among inpatients at eight hospitals in Jambi Province-Indonesia. A four-point likert scale was used to measure construct variables and analyzed using Partial Least Squares-Structural Equation Model. The results showed that the influence between factors in the coefficient path has a significant effect, except for the indirect effect between service quality and patient loyalty through value. Hospital management practitioners should focus on developing service quality improvement strategies that are able to create value for patients so as to increase satisfaction and ultimately encourage and maintain patient loyalty.Hospitals can take advantage of this research model as a self-evaluation instrument to achieve patient loyalty so as to increase hospital revenue and reputation. |
| format | Article |
| id | doaj-art-93d33a7572d849599045b565cc35515e |
| institution | Kabale University |
| issn | 2477-8524 2502-8103 |
| language | English |
| publishDate | 2023-09-01 |
| publisher | Indonesian Institute for Counseling, Education and Therapy (IICET) |
| record_format | Article |
| series | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| spelling | doaj-art-93d33a7572d849599045b565cc35515e2025-01-27T12:24:49ZengIndonesian Institute for Counseling, Education and Therapy (IICET)JPPI (Jurnal Penelitian Pendidikan Indonesia)2477-85242502-81032023-09-01931726173610.29210/0202329171587How can service quality, patient value, and patient satisfaction increase hospital patient loyalty?Guspianto Guspianto0Muthia Mutmainnah1Wahyu Indah Dewi Aurora2Universitas JambiUniversitas JambiUniversitas JambiPatient loyalty will be created if the hospital is able to provide quality services that create the best values for patients thereby increasing patient satisfaction.Failure to understand quality of service, patient value, and patient satisfaction will risk losing patient loyalty to hospital services. This study aims to analyze the model of hospital patient loyalty as the effect of service quality, patient value and patient satisfaction. A cross sectional study was conducted through a survey among inpatients at eight hospitals in Jambi Province-Indonesia. A four-point likert scale was used to measure construct variables and analyzed using Partial Least Squares-Structural Equation Model. The results showed that the influence between factors in the coefficient path has a significant effect, except for the indirect effect between service quality and patient loyalty through value. Hospital management practitioners should focus on developing service quality improvement strategies that are able to create value for patients so as to increase satisfaction and ultimately encourage and maintain patient loyalty.Hospitals can take advantage of this research model as a self-evaluation instrument to achieve patient loyalty so as to increase hospital revenue and reputation.https://jurnal.iicet.org/index.php/jppi/article/view/2917patient loyalty, service quality, patient value, patient satisfaction |
| spellingShingle | Guspianto Guspianto Muthia Mutmainnah Wahyu Indah Dewi Aurora How can service quality, patient value, and patient satisfaction increase hospital patient loyalty? JPPI (Jurnal Penelitian Pendidikan Indonesia) patient loyalty, service quality, patient value, patient satisfaction |
| title | How can service quality, patient value, and patient satisfaction increase hospital patient loyalty? |
| title_full | How can service quality, patient value, and patient satisfaction increase hospital patient loyalty? |
| title_fullStr | How can service quality, patient value, and patient satisfaction increase hospital patient loyalty? |
| title_full_unstemmed | How can service quality, patient value, and patient satisfaction increase hospital patient loyalty? |
| title_short | How can service quality, patient value, and patient satisfaction increase hospital patient loyalty? |
| title_sort | how can service quality patient value and patient satisfaction increase hospital patient loyalty |
| topic | patient loyalty, service quality, patient value, patient satisfaction |
| url | https://jurnal.iicet.org/index.php/jppi/article/view/2917 |
| work_keys_str_mv | AT guspiantoguspianto howcanservicequalitypatientvalueandpatientsatisfactionincreasehospitalpatientloyalty AT muthiamutmainnah howcanservicequalitypatientvalueandpatientsatisfactionincreasehospitalpatientloyalty AT wahyuindahdewiaurora howcanservicequalitypatientvalueandpatientsatisfactionincreasehospitalpatientloyalty |