The effect of perceived value toward loyalty through patient satisfaction in Hasanuddin University Hospital

Fitriani, Dian Ayu; Pasinringi, Syahrir A.; Irwandy, Irwandy; Amqam, Hasnawati

doi:10.1016/j.enfcli.2019.11.008

Cited by 13 publications

(7 citation statements)

References 15 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Studies Moliner concluded that satisfaction is able to mediate the perception of the value of the patient to revisits as well as other behavior as a form of loyalty [35]. Other studies have also proven that patient value influences revisit intention through patient satisfaction either directly or indirectly [36], [37], [38], [39]. Furthermore, satisfaction is the basis for forming loyalty and a key predictor of revisit behavior.…”

Section: Model Developmentmentioning

confidence: 98%

Quality of Service and its Effect on Patient Value, Patient Satisfaction, and Revisit Intention: Investigation of the Public Health Center in Jambi Province

Guspianto

Hubaybah

Ningsih

2022

Open Access Maced J Med Sci

View full text Add to dashboard Cite

BACKGROUND: Improving quality of service at the public health center (PHC) is very important to increase patient value, patient satisfaction, and ultimately encourage for behavior intention. AIM: This study aims to analyze the service quality model and its effect on patient value, patient satisfaction, and revisit interest to PHC in Jambi Province. METHODS: A cross-sectional research design was conducted through a survey of 12 PHC in Jambi Province which were selected by multistage random sampling. The research sample was outpatients who were selected using convenience sampling technique. A total of 600 questionnaires were distributed and returned completely. A 4-point Likert scale was used to measure the four variable constructs, namely, service quality, patient value, patient satisfaction, and revisit intention. Data analysis was carried out using partial least squares structural equation model. RESULTS: The study results obtained a construct of variables with valid and reliable indicators, and found five significant influence frameworks, namely, service quality to patient value (β = 0.203), service quality to patient satisfaction (β = 0.429), service quality to revisit intention (β = 0.254), patient value to patient satisfaction (β = 0.156), and patient satisfaction to revisit intention (β = 0.539), while patient value has no effect on revisit intention (β = 0.057). CONCLUSION: This research model is feasible to use in assessing service quality performance to assist PHC management practitioners in developing strategies that are able to encourage positive behavioral intentions to revisit to PHC.

show abstract

Section: Model Developmentmentioning

confidence: 98%

Quality of Service and its Effect on Patient Value, Patient Satisfaction, and Revisit Intention: Investigation of the Public Health Center in Jambi Province

Guspianto

Hubaybah

Ningsih

2022

Open Access Maced J Med Sci

View full text Add to dashboard Cite

show abstract

“…Also Gambarov et al (2017) found that there is a significant positive correlation between service quality and Loyalty; where increasing the service quality perception leads to increases of patient loyalty by 63.1%. Service quality, customer satisfaction, trust and commitment are prerequisites for loyalty (Fitriani et al, 2020). Researchers have also shown that the surroundings, customerfriendly employees, communication, reactivity and customer satisfaction are factors that influence loyalty (Kurz and Wolinsky, 1985).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Factors associated with patient loyalty in private healthcare sector in Egypt

El Garem,

Fouad,

Mohamed

2024

JHASS

View full text Add to dashboard Cite

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.

show abstract

“…Customer satisfaction will occur if the perceived product performance is equal to or greater than customer expectations [14]. Patient satisfaction is the level of patient feeling that appears compared to what the patient expects of the health service performance results obtained by the patient.…”

Section: Customer Satisfactionmentioning

confidence: 99%

“…Satisfaction is considered as a complex cognitive and affective construct capable of mediating the influence of customer value perceptions on repeat purchase behavior and other outcomes such as customer loyalty. There have been many studies conducted on customer loyalty testing, based on the model in which satisfaction is the only antecedent of loyalty [14]. Further studies show that customer loyalty is an important outcome of the relationship between service quality and customer satisfaction [21].…”

Section: Satisfaction To Loyaltymentioning

confidence: 99%

A Systematic Review on Hospital’s Patient Satisfaction and Loyalty in Indonesia

Prakoeswa

Hidayah

Dewi

2022

Open Access Maced J Med Sci

View full text Add to dashboard Cite

Background: Customer loyalty is identified as a critical component of a company's success and profitability including in hospitals. Customer loyalty can only be accomplished if the company can provide high-quality services. The purpose of this study was to understand the influence or factors behind patient loyalty. Methods: Systematic literature review methods were used to process articles found in various journals and databases such as Elsevier, NCBI, Lancet, Springer, Nature, Taylor and Francis, ProQuest, Emerald, JSTOR, Web of Science, and GARUDA SINTA (the Science and Technology Index of expertise in Indonesia). Results: The initial search resulted in 1.174 (1 duplicated) and 1.173 were screened based on title and abstract. Finally, 29 articles were included for review regarding inclusion and exclusion criteria. The finding shows that concern for medical staff, perceived value, price, trust, treatment effectiveness, Service Quality, Interaction, Infrastructure, Process, and brand image, consequently affect patient satisfaction and loyalty. Those factors as an intervening variable in patient loyalty. Conclusion: In general, hospital health workers' competency, tangible factors (facilities), communication, punctuality in work (responsiveness), patient waiting time (facility satisfaction and responsiveness), queuing system, drug availability (price factor, facility satisfaction), providing information to clients (trust and communication, guarantees), equal treatment for uninsured patients, and complaint system for clients (Hospital Image) impact patient loyalty directly or indirectly.

show abstract

The effect of perceived value toward loyalty through patient satisfaction in Hasanuddin University Hospital

Cited by 13 publications

References 15 publications

Quality of Service and its Effect on Patient Value, Patient Satisfaction, and Revisit Intention: Investigation of the Public Health Center in Jambi Province

Quality of Service and its Effect on Patient Value, Patient Satisfaction, and Revisit Intention: Investigation of the Public Health Center in Jambi Province

Factors associated with patient loyalty in private healthcare sector in Egypt

A Systematic Review on Hospital’s Patient Satisfaction and Loyalty in Indonesia

Contact Info

Product

Resources

About