The Effect Of Service Quality And Hospital Image, Patient Trust And Patient Values On Patient Satisfaction And Loyalty In Sakura / Teratai Pavilion Of A.W. Sjahranie Hospital
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 11
Abstract
The purpose of this study was to analyze the effect of service quality on patient satisfaction, hospital image on patient satisfaction, trust influences patient satisfaction, patient value influences patient satisfaction, service quality influences patient loyalty, hospital image influences patient loyalty, trust influence patient loyalty, patient value influences patient loyalty, and patient satisfaction affects patient loyalty in hospitalization. Population in this research is patient in sakura/teratai pavilion of A.W. Sjahranie Hospital with total of 230 respondents. Data collection techniques using Questionnaire with Likert scale, and data analysis techniques using the Structural Request Model - Partial Least Square (SEM-PLS) approach to determine the effect between indicators and constructs and the result variance of the dependent variable.The results showed that service quality has no significant effect on patient satisfaction. Hospital image has no significant effect on patient satisfaction. Patient trust has no significant effect on patient satisfaction, patient value has a significant effect on patient satisfaction, service quality has no significant effect on patient loyalty, hospital image has a significant effect on loyalty, trust service has no significant effect on patient loyalty, service value has a significant effect on patient loyalty , patient satisfaction has no significant effect on patient loyalty in sakura/teratai pavilion of A.W. Sjahranie Hospital
Authors and Affiliations
Muksin K Karsilan, Sukisno S Riadi, Sri Mintarti, Sugeng Hariyadi
Keywords
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