Service Quality and Patientloyalty Correlationin Outpatient Installation Specialty Eye Hospital South Sumatera Province

Fitri, Adelina; Najmah, Najmah; Ainy, Asmaripa

doi:10.26553/jikm.2016.7.1.22-31

Cited by 3 publications

(4 citation statements)

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“…Satisfaction becomes an important step in the formation of loyalty but becomes less significant when loyalty begins to arise through other mechanisms. Other mechanisms can take the form of determination and social bonds (Fitri & Ainy, 2016).…”

Section: Resultsmentioning

confidence: 99%

Correlation Of Patient Characteristics And Patient Satisfaction With Patient Loyalty In Public Health Center

et al. 2021

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In today's competitive world, success in healthcare depends on the patient. Characteristics, satisfaction and loyalty of patients are some of the important factors that are the key to success in health services. This study aims to determine the relationship between patient characteristics and patient satisfaction with patient loyalty. This research is an analytic survey research with a cross-sectional design. The research was conducted at

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Section: Resultsmentioning

confidence: 99%

Correlation Of Patient Characteristics And Patient Satisfaction With Patient Loyalty In Public Health Center

et al. 2021

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“…Access is usually defined as access to services, providers, and institutions in health care. According to some experts, access complements health services because services can be reached with good access to services (Fitri et al, 2016). This result certainly gives input to the management of RSU UMM to further improve the accessibility of facilities with a method that adapts to advances in information technology.…”

Section: Ease Of Obtaining Services (Accessibility)mentioning

confidence: 99%

Patient Satisfaction Level at the Outpatient in University of Muhammadiyah Malang Hospital

Ruhyanudin,

Zanah,

Sunardi

et al. 2022

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Introduction: The hospital is one of the health care facilities expected to provide appropriate health services and information for patients and the broader community. Patient satisfaction is one of the essential things for health care providers as a measuring tool to evaluate service quality. Satisfaction can increase the number of visits that impact increasing sources of income for hospitals and, at the same time, realize a healthy and prosperous society. Objectives: The purpose of this study was to identify patient satisfaction in the outpatient installation of the Muhammadiyah Malang University Hospital in indicators of conformity with expectations, ease of obtaining services, and willingness to recommend. Methods: The design of this research is descriptive observational. The sample in this study were patients who visited the outpatient installation of the University of Muhammadiyah Malang Hospital in November 2020; as many as 136 respondents were selected by accidental sampling. Data collection with a patient satisfaction questionnaire. Data analysis with descriptive analysis and presented in the frequency distribution. Results: The results showed that as many as 68.4% of respondents stated that the service was as expected, 52.2% were easy to access services, 50.7% were willing to recommend to other parties, and 54.4% said they were satisfied. Conclusions: Patient satisfaction with the University of Muhammadiyah Malang Hospital in several indicators is relatively high, but it needs improvement in several respects. Nurses, doctors, and other human resources need to maintain good service delivery by providing appropriate, fast, always smiling, and friendly service to patients.

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“…However, several studies (e.g. Fitri et al. , 2016; Ulfa, 2012) reported that income has no direct impact on patient loyalty as they found no differences between patients' different levels of income (high income vs low income) to patient loyalty.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…However, several studies (e.g. Fitri et al, 2016;Ulfa, 2012) reported that income has no direct impact on patient loyalty as they found no differences between patients' different levels of income (high income vs low income) to patient loyalty. On the other hand, Zeithaml (1985) found that high income patients can be less loyal to the health service providers since they can shift to any other health service without having to worry about the costs of the new health service compared to low-income patients.…”

Section: 5mentioning

confidence: 99%

Factors associated with patient loyalty in private healthcare sector in Egypt

El Garem,

Fouad,

Mohamed

2024

JHASS

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Purpose This paper explores the effect of perceived service quality, trust, perceived value and perceived cost on patient satisfaction and loyalty as well as exploring the moderating role of the sociodemographic factors.Design/methodology/approachThe data were gathered from 462 patients via a structured questionnaire, while structural equation modeling was utilized for the analysis.Findings Results indicated that trust, perceived value and patient satisfaction have important roles in shaping the patient loyalty, while patient satisfaction was found to fully mediate the patient’s perceived service quality. Loyalty relationship was also found to partially mediate the trust–loyalty relationship. Nonetheless, the patient’s satisfaction–loyalty relationship was found to be only moderated by the age factor.Practical implications Implications are provided to the Egyptian private hospitals in order for them to formulate improvement plans as well as set higher standards of conduct.Originality/value This original research is the first one, up to the researcher knowledge, that explores the drivers of patient satisfaction in the private hospitals in Egypt.

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Service Quality and Patientloyalty Correlationin Outpatient Installation Specialty Eye Hospital South Sumatera Province

Cited by 3 publications

References 0 publications

Correlation Of Patient Characteristics And Patient Satisfaction With Patient Loyalty In Public Health Center

Correlation Of Patient Characteristics And Patient Satisfaction With Patient Loyalty In Public Health Center

Patient Satisfaction Level at the Outpatient in University of Muhammadiyah Malang Hospital

Factors associated with patient loyalty in private healthcare sector in Egypt

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