The effect of service quality on customer loyalty in healthcare sector: Mediating role of patient satisfaction
Categorie(s):
Jurnal
Author(s):
Endang Saefuddin Mubarok
Tahun:
2017
Item Type:
Journal
ISSN/ISBN:
2349-4182
Keyword(s):
service quality, customer satisfaction, consumer loyalty, Indonesia healthcare sector
Research pertaining to the relationship involving service quality, customer satisfaction, and consumer loyalty in healthcare sector
in Indonesia is relatively scarce. This study aims to investigate the relationship between service quality, customer satisfaction, and
consumer loyalty in healthcare ... (selengkapnya)
in Indonesia is relatively scarce. This study aims to investigate the relationship between service quality, customer satisfaction, and
consumer loyalty in healthcare ... (selengkapnya)
DESKRIPSI
Research pertaining to the relationship involving service quality, customer satisfaction, and consumer loyalty in healthcare sector
in Indonesia is relatively scarce. This study aims to investigate the relationship between service quality, customer satisfaction, and
consumer loyalty in healthcare sector. In this study, the quality of service and customer satisfaction are considered to act as
antecedents of consumer loyalty. This study utilizes questionnaires to collect data. The questionnaires were distributed directly to
individuals undergoing outpatient treatment at the three hospitals. A total of 114 patients, who were admitted at Harapan Kita
Hospital, Permata Hijau Hospital, and Puri Mandiri Hospital were the respondents of the study. The findings confirm that two
factors, i.e., service quality and customer satisfaction provide a positive effect on customer loyalty. It is also found that customer
satisfaction mediates the effects of service quality on customer loyalty. The findings imply that hospital management should be
aware that customer loyalty is a prerequisite condition for the success to compete. For this reason, the hospital management has to
reorient their business activities, including increase their service quality level
in Indonesia is relatively scarce. This study aims to investigate the relationship between service quality, customer satisfaction, and
consumer loyalty in healthcare sector. In this study, the quality of service and customer satisfaction are considered to act as
antecedents of consumer loyalty. This study utilizes questionnaires to collect data. The questionnaires were distributed directly to
individuals undergoing outpatient treatment at the three hospitals. A total of 114 patients, who were admitted at Harapan Kita
Hospital, Permata Hijau Hospital, and Puri Mandiri Hospital were the respondents of the study. The findings confirm that two
factors, i.e., service quality and customer satisfaction provide a positive effect on customer loyalty. It is also found that customer
satisfaction mediates the effects of service quality on customer loyalty. The findings imply that hospital management should be
aware that customer loyalty is a prerequisite condition for the success to compete. For this reason, the hospital management has to
reorient their business activities, including increase their service quality level