The Effect Of Service Quality On Patient Loyalty Mediated By Patient Satisfaction (A Case Study on Health Clinic in Indonesia)
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 7
Abstract
Corporate services that move in the health field other than the hospital one of them clinics. Clinic development is characterized by increase and decrease of the number of treated patients and poor patient satisfaction index to health service quality. The number of public patients who went to clinic declined from 2013 to 2016 (medical records of Mulia Asih Clinic of Tangerang, 2017). Due to reduced number of general patient, service quality should be addressed to create patients loyal to the clinic and who are supported by patient satisfaction. Good service quality created patient satisfaction, so patients are loyal to the clinic. There are many previous studies on quality, customer satisfaction, and loyalty, but no one has studied health clinics in Indonesia. In this study, the researchers investigated service quality, customer satisfaction, and loyalty to health clinic in Indonesia using Structural Equation Modeling (SEM), which was analyzed by LISREL to differentiate it from previous studies on service agencies instead of health clinics. There are studies on health industry, although not clinic, and study using Structural Equation Modeling (SEM) analyzed by AMOS instead of LISREL which has never been used in other studies. This study was conducted on 170 male and female outpatient respondents in Mulia Asih clinic in Tangerang, Indonesia using questionnaire. The data analysis method in this study was Structural Equation Modeling (SEM) and the data was analyzed by LISREL. 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. This study found that patient satisfaction mediated the effect of service quality on patient loyalty.
Authors and Affiliations
Tresty Eka Aryati, Tantri Yanuar Rahmat Syah
Keywords
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- EP ID EP412074
- DOI 10.9790/487X-2007010108.
- Views 64
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