The Effect of Quality Care on Patient Loyalty Mediated with Patient Satisfaction and Moderated by Age and Gender (Study in Outpatients at a Private Hospital)

Ricca, Ricca; Antonio, Ferdi

doi:10.32535/ijabim.v6i2.1026

Cited by 7 publications

(8 citation statements)

References 49 publications

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“…The findings of this study are in line with a similar study on obstetric services in hospitals conducted by Yeo et al (2021), where patient satisfaction has a significant effect on patient loyalty. The results of this study are also in line with previous studies conducted in different countries and different types of hospitals (Ricca & Antonio, 2021;Liu et al, 2021;Tan et al, 2019) where it was found that a positive evaluation of patient satisfaction at the hospital would encourage his intention to be loyal to the hospital.…”

Section: Discussionsupporting

confidence: 91%

“…Empirical research on hospital services in general shows that patient satisfaction will have a significant effect on patient loyalty (Fatima et al, 2018;Asnawi et al, 2019;Liu et al, 2021). Research in Indonesia also confirmed that patient satisfaction has been shown to have a significant effect on patient loyalty (Ricca & Antonio, 2021). Research with the concept of experiential satisfaction also shows results when consumer perceptions of experiential satisfaction increase, consumers will show more loyal behavior (Bellio & Buccoliero, 2021).…”

Section: Literature Reviewmentioning

confidence: 86%

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Antecedents of Patient Experiential Satisfaction and its Impact on Patient Loyalty (A Study of Obstetric Service in a Mother and Child Hospital in Indonesia)

Heriyanto

Antonio

2022

IMJ

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<p>The purpose of this study was to examine and analysed the effect of maternity care by doctors, maternity care by nurse, hospital ambiance, hospital reputation, waiting time, and patient safety on patient experiential satisfaction and their impact on patient loyalty moderated by social media engagement. The analysis of this modified research model from previous studies was carried out with data from obstetric services at the Mother and Child Hospital or <em>Rumah Sakit Ibu dan Anak</em> (RSIA). The method in this research is quantitative with a survey and cross-sectional approach. Respondent data were taken by purposive sampling with a questionnaire from individuals who had received obstetric services at RSIA XYZ, especially those who had a history of giving birth at this RSIA. There were 205 samples that met the requirements and were analysed by PLS-SEM. The results showed that the six antecedents of patient experiential satisfaction were proven to have a significant and positive effect. The strongest influence was shown by maternity care by doctors and followed by hospital reputation and hospital ambiance. The findings of this study prove the positive impact of experiential satisfaction on patient loyalty at RSIA. Social media engagement was found to have a significant and negative effect, this can be attributed to the suboptimal performance of social media managed by RSIA. From the findings of this study, managerial implications can be drawn for the development of obstetric services at RSIA. There are a number of limitations that are followed by suggestions for further research.</p>

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Section: Discussionsupporting

confidence: 91%

Section: Literature Reviewmentioning

confidence: 86%

Antecedents of Patient Experiential Satisfaction and its Impact on Patient Loyalty (A Study of Obstetric Service in a Mother and Child Hospital in Indonesia)

Heriyanto

Antonio

2022

IMJ

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“…A theory from Donabedian (1988) explains PS represents the outcome of an interpersonal health care process [2], [28]. According to some of the previous research, the perception of PS toward a health service is known to affect PL, therefore evaluating the factors that affect PS is significantly important to be able to increase PL [17], [19], [20], [29], [30]. To be able to explain the antecedents of PS and its impact on loyalty, this study develops the theory of Mehrabian and Russell (1974) about stimulus organism response.…”

Section: Since 2002mentioning

confidence: 99%

Antecedents of Patient Satisfaction in Private Clinical Laboratories toward Patient Loyalty with Switching Cost and Location as Moderating Factors (An Empirical Study from Indonesia)

Levana

Antonio

2022

Open Access Maced J Med Sci

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BACKGROUND: Clinical laboratory services are at the forefront to support healthcare services, particularly during the pandemic of COVID-19. The increasing number of private clinical laboratories at present days indicates the increase in patient needs, causing the healthcare service provider to face challenges as people have more options. Therefore fostering patient loyalty (PL) is a crucial success factor for the business growth of clinical laboratories as healthcare providers. AIM: The purpose of this study is to analyse antecedents of patient satisfaction (PS) in clinical laboratories towards PL with the switching cost (SC) and location (LO) as moderating factors. METHODS: This study was done as a quantitative survey, and data were obtained by a cross-sectional approach with partial least squares structural equation modeling (PLS-SEM) for the data analysis method. There are 266 respondents eligible as samples, who undergo the phlebotomy process in a private laboratory located within a specific area. RESULTS: This study demonstrated that all the 9 hypotheses supported with α: 0.05 and p < 0.05, include 6 independent variables named administrative process (AP), information availability (IA), the environment in the phlebotomy room (ER), phlebotomy process (PP), waiting time (WT) and result notification (RN) that influence PS. Patient satisfaction has been shown to have a direct effect on patient loyalty and also mediate the antecedents. Furthermore, SC and LO have demonstrated a significant effect to moderate this relationship. CONCLUSIONS: Patient satisfaction has been confirmed as the main construct to predict PL whereas the AP is the most important independent variable followed by IA. Clinical laboratory management should pay more attention to these antecedents in order to ensure PS and retain the clinic’s patients. The cost from the patient's perspective should be taken into account since this helps the clinical laboratory keep the patient loyal.

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“…The results demonstrate that quality care has a significant positive effect on patient loyalty. Several managerial implications were found for hospital management to increase patient loyalty, especially considering the gender of the patient in providing services (Ricca & Antonio, 2021). (Katuuk et al, 2019) Balanced Scorecard approach as a strategic management tool can improve the quality of strategy implementation, when it can clarify the size of its strategic performance.…”

Section: Literature Reviewmentioning

confidence: 99%

Quality of Health Services at Public Health Center

Caco

Suprapto³

2021

JICP

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This study aims to determine the quality of health services at the public health center. The findings of the study revealed that the quality of health services at the public health center was all in the good category (quality). Results: showed that the implementation of the quality of health services at the public health center was seen from the aspects of tangible, reliability, responsiveness, assurance, empathy with good indicators. Suggested implications; that with regional autonomy the performance of public services will be better because the distance between the government and the people being served is getting closer. So that in the future the quality of health services will be maintained.

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The Effect of Quality Care on Patient Loyalty Mediated with Patient Satisfaction and Moderated by Age and Gender (Study in Outpatients at a Private Hospital)

Cited by 7 publications

References 49 publications

Antecedents of Patient Experiential Satisfaction and its Impact on Patient Loyalty (A Study of Obstetric Service in a Mother and Child Hospital in Indonesia)

Antecedents of Patient Experiential Satisfaction and its Impact on Patient Loyalty (A Study of Obstetric Service in a Mother and Child Hospital in Indonesia)

Antecedents of Patient Satisfaction in Private Clinical Laboratories toward Patient Loyalty with Switching Cost and Location as Moderating Factors (An Empirical Study from Indonesia)

Quality of Health Services at Public Health Center

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