Analysis of the Effect of Customer Perceived Value, Service Quality, Patient Experience and Patient Trust on Patient Satisfaction as an Intervening Media and Its Impact on Outpatient Loyalty at Hospitals in Depok
Abstract:This Study aims to find out and analyze the effect of customer perceived value, service quality, patient experience, and patient trust on patient satisfaction and patient loyalty on public hospital in Depok, Indonesia. This Research is quantitative study where the data from 105 patients who had visited the hospital in Depok using an online questionnaire during the COVID-19 Pandemic.
Factor analysis and Structural Equation Modeling (SEM) were analyzed using PLS-SEM of how customer service value, Service Q… Show more
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.