The Effect of Hospital Service Quality on Patient Loyalty and Patient Satisfaction (Hospital Case in Indonesia)
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 6
Abstract
Service quality plays the main role in achieving patient satisfaction. Beside achieving patient satisfaction, hospitals also need loyal patients. Patient loyalty will make them want to be treated again in the hospitals when they’re sick and even recommend the hospitals to others who need health services and this condition will benefit hospitals. This has been proven in past studies which state that service quality affects patient satisfaction and patient loyalty significantly, however some studies show insignificant effect of service quality on patient satisfaction and loyalty, so in this study the researcher wanted to determine and emphasize the effect of service quality on patient satisfaction and patient loyalty in a hospital in South Jakarta, Indonesia which sets it apart from previous studies. This study was performed on 190 male and female outpatients in a hospital in South Jakarta, Indonesia by questionnaire. The data analysis method in this study was Structural Equation Model. The research found that good service quality will create patient loyalty, good service quality will create patient satisfaction, and good patient satisfaction will create loyalty.
Authors and Affiliations
Henny Novriani Hassan, Endang Ruswanti, Moehammad Unggul Januarko
Keywords
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- EP ID EP400631
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