Element of Marketing: SERVQUAL Toward Patient Loyalty in the Private Hospital Sector

• 발행기관: 한국유통과학회
• 저자명: Muhammad AKOB Munawar YANTAHIN Gunawan Bata ILYAS Yusriadi HALA Aditya Halim Perdana Kusuma PUTRA
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 8 No.1, 419~430쪽, 전체 12쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2021.01.30

영문 초록

The study aims to analyze the factors that shape patient loyalty, namely, by involving the service quality factor (SERVQUAL), hospital image, patient value, and patient satisfaction in private hospitals. This study was conducted in Makassar City, Indonesia, with a sample of 296 eligible samples from private hospitals. The sample criteria were patients with outpatient and hospitalization status. Then, this study developed 23 hypotheses to test the statistical relationship between direct, intervening and multiple-effect models. Problem-solving and research focus are carried out using a quantitative method approach with a PLS-SEM-based testing tool. The bootstrapping method is being used with the constant bootstrapping step to demonstrate the results of hypothesis testing; we find that the overall hypothesis has a positive and significant effect. The combination of testing models involving several variables shows that a patient’s loyalty can be formed if a patient’s satisfaction has been realized. Satisfaction can be realized if the value-customer has been felt by the patients. Therefore, the hospital image must be directly proportional to service quality. Service quality is the essence of service that directly affects customers; service quality is also the reason that shapes consumer perceptions in increasing rationalization and solid customer (patient’s) decision-making.

목차

1. Introduction

2. Literature Review and Hypothesis Development

3. Research Methods and Materials

4. Results and Discussion

5. Conclusions

References

키워드

SERVQUAL Hospital Image Patients Loyalty Patients Value Patients Satisfaction