Hospital image and service quality on patient satisfaction and patient loyalty of Mojowarno Christian hospital

  • Felix Setiawan Budi 
    Pelita Harapan University
    Indonesia
  • Pauline Henriette Pattyranie Tan
    Pelita Harapan University
    Indonesia

Abstract

Patient loyalty is an essential factor contributing to increased in-patient hospital visits. This study aims to understand the importance of patient loyalty in the context of increasing patient visits. This study examines the impact of service quality variables, hospital brand image, patient-perceived value, and patient satisfaction on patient loyalty. Indonesia Mojowarno Christian Hospital located in the peripheral area of ​​Jombang city, covering a wide health area. Looking at the data on hospital visits, there is still a high potential for an increase in the number of visits. Due to the unknown and uncertain population size, it is limited to patients at the Mojowarno Jombang Christian Hospital. The sampling technique is purposive sampling. The minimum number of samples used is 160 samples. The analysis used was PLS-SEM analysis. This research model can adequately predict patient satisfaction variables as mediation, so this research model can be recommended to be replicated and tested in different populations. From the results of the structural model analysis, Hospital Image is not proven to have an influence neither Patient Satisfaction nor Patient Loyalty, Service Quality affect both Patient Satisfaction and Patient Loyalty, and Patient Satisfaction has influence on Patient Loyalty.

Keywords
  • Hospital Image
  • Service Quality
  • Satisfaction
  • Loyalty
Lisensing Information
Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

References
  1. Akob, M., Yantahin, M., Ilyas, G.B., Hala, Y., & Putra, A.H.P.K. (2021). Element of marketing: SERVQUAL toward patient loyalty in the private hospital sector. The Journal of Asian Finance, Economics and Business, 8(1), 419–430. https://doi.org/10.13106/jafeb.2021.vol8.no1.419.
  2. Ajmal, A., Muh Yusuf Q, & M. Risal. (2022). Brand Image, Service Quality And Patient Satisfaction On Patient Loyalty. Jurnal Mantik, 6(1), 280-285. https://doi.org/10.35335/mantik.v6i1.2222.
  3. Al Omari, F. (2022). The mediating role of hospital image: The impact of care cost and service quality on patient satisfaction. Journal of Innovation in Business and Economics, 6(1), 1-16. https://doi.org/10.22219/jibe.v6i01.18475.
  4. Aladwan, M. A., Salleh, H. S., Anuar, M. M., ALhwadi, H., & Almomani, I. (2021). The relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital. Linguistics and Culture Review, 5(S3), 27-40. https://doi.org/10.21744/lingcure.v5nS3.1368.
  5. Ali, D., Alam, M., & Bilal, H. (2021). The influence of service quality, price and environment on customer loyalty in the restaurant's industry: The mediating role of customer satisfaction. Journal of Accounting and Finance in Emerging Economies, 7(1), 143-154. https://doi.org/10.26710/jafee.v.7il.1587.
  6. Antukay, N., Ngabito, Y., & Mohammad, I. (2022). The influence of hospital image and service quality on patient loyality at Sitti Khadijah Mother and Child Hospital, Gorontalo. Journal of Health, Technology and Science (JHTS), 3(3), 24-34. https://doi.org/10.47918/jhys.v3i3.881.
  7. Asmaryadi, A., Pasinringi, S.A., Thamrin, Y., & Muis, M. (2020). Influence of patient experience and hospital image on patient loyalty in Meloy Public Hospital of Sangatta, East Kutai Regancy. Open Access Macedonian Journal of Medical Sciences, 8(T2), 147-151. https://doi.org/10.3889/oamjms.2020.5213.
  8. Asnawi, A.A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patient’s satisfaction and loyalty. Management Science Letters, 9(6), 911–920. https://doi.org/10.5267/j.msl.2019.2.011.
  9. Badan Pusat Statistik Jakarta Pusat. (2021). Statistik Rumah Sakit di Indonesia Tahun 2011-2021. Jakarta Pusat: Badan Pusat Statistik.
  10. Barreto, I. (2016). Dynamic Capabilities: A Review of past research and an agenda for the future. Journal of Management, 36(1), 256-280. https://doi.org/10.1177/0149206309350776.
  11. Cachero-Martínez, S., & Vázquez-Casielles, R. (2021). Building consumer loyalty through e-shopping experiences: The mediating role of emotions. Journal of Retailing and Consumer Services, 60, 102481. https://doi.org/10.1016/j.jretconser.2021.102481.
  12. Coelho, P.S., Rita, P., & Santos, Z.R. (2018). On the relationship between consumer-brand identification, brand community, and brand loyalty. Journal of Retailing and Consumer Services, 43(5), 101–110. https://doi.org/10.1016/j.jretconser.2018.03.011.
  13. Dugar, A., & Chamola, P. (2021). Retailers with traits of consumer: Exploring the existence and antecedents of brand loyalty in small unorganized retailers. Journal of Retailing and Consumer Services, 62(3), 102635. https://doi.org/10.1016/j.jretconser.2021.102635.
  14. Felani, M.E., & Soekotjo, H. (2017). Pengaruh harga dan kualitas pelayanan terhadap loyalitas dengan kepuasan pelanggan sebagai variabel intervening. Jurnal Ilmu dan Riset Manajemen, 6(10), 1-20. http://jurnalmahasiswa.stiesia.ac.id/index.php/jirm/article/view/2083/2113.
  15. Fitrina, D., & Wijono, D. (2023). Pengaruh Citra Rumah Sakit dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan. JEMBA: Jurnal ekonomi, manajemen, bisnis dan akutansi, 2(1), 69-80. https://bajangjournal.com/index.php/JEMBA/article/view/4572.
  16. Ghozali, I. (2014). Structural Equation Modeling Metode Alternatif dengan Partial Least Square (PLS). Semarang: Badan Penerbit Universitas Diponegoro.
  17. Gunawan, T., Permatasari, P., Setiawati, M., & Utari, D. (2020). Relationship between Hospital Images with Patient Loyalty in Hospitalized Patients. Jurnal Kesehatan Prima, 14(1), 68-74. https://doi.org/10.32807/jkp.v14i1.271.
  18. Hasibuan, S.A., Zulfendri, Z., & Aulia, D. (2019) Pengaruh kualitas pelayanan dengan kepuasan pasien di rawat jalan penyakit dalam RUS Dr. Djoelham Binjai. Jurnal Kesmas Jambi (JKMJ), 3(1), 24-30. https://doi.org/10.22437/jkmj.v3i1.7473.
  19. Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115-135. https://doi.org/10.1007/s11747-014-0403-8.
  20. Indrasari Meithiana. (2019). Pemasaran dan kepuasan pelanggan. Surabaya: Unitomo press.
  21. Istijanto. (2013). 63 Kasus pemasaran terkini indonesia: membedah strategi dan taktik pemasaran terkini. Jakarta: Elex Media Komputindo.
  22. Ko, D.G., Mai, F., San, Z., & Zhang, D. (2019). Operational efficiency and patient-centered health care: a view from online physician reviews. Journal of Operations Management, 65(4), 353-379. https://doi.org/10.1002/joom.1028.
  23. Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227-261. https://doi.org/10.1111/isj.12131.
  24. Listyawati, I.H. (2018). Pengaruh kepuasan pelanggan, citra merek, harga dan kualitas produk terhadap loyalitas pelanggan pada handphone Xiaomi di Yogyakarta. Jurnal Bisnis Teori dan Implementasi, 9(1), 37-45. https://doi.org/10.18196/bti.91098.
  25. Oktoriani, E.N. (2023). Pengaruh Citra Rumah Sakit, Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pasien BPJS Rawat Inap. Jurnal Manajemen Informasi Kesehatan Indonesia, 11(1), 80-85. https://doi.org/10.33560/jmiki.v11i1.525.
  26. Pires V., & Trez G. (2018). Corporate reputation: a discussion on construct definition and measurement and its relation to performance. Rev. Gestão, 25(1), 47–64. https://doi.org/10.1108/REGE-11-2017-005.
  27. Putu, I.M., Suyatna, N., & Indiani, Y.L. (2018). The effect of service quality on patient loyalty mediated by patient satisfaction in Bali siloam hospital. Jagadhita: Jurnal Ekonomi & Bisnis, 5(1), 1-7. https://doi.org/10.22225/jj.5.1.440.1-7.
  28. Ramli, A.H. (2019). Patient satisfaction, hospital image and patient loyalty in West Sulawesi Province. Business and Entrepreneurial Review, 17(1), 1-14. https://doi.org/10.25105/ber.v17i1.5088.
  29. Sekaran, U., & Bougie, R. (2020). Research Methods for Business: A Skill-Building Approach. Hoboken: Wiley.
  30. Tjaija, A., Sabir, M., Usman, M.H., & Samad, M.A. (2021). Good hospital governance at the Indonesian hospital. International Journal of Criminology and Sociology, 10, 554–561. https://doi.org/10.6000/1929-4409.2021.10.64.
  31. Tseng, T.H., & Lee, C.T. (2018). Facilitation of consumer loyalty toward branded applications: The dual-route perspective. Telematics and Informatics, 35(5), 1297–1309. https://doi.org/10.1016/j.tele.2018.03.002.
  32. Utami, D.T., Ahmad, H., & Hilmi, M.R. (2020). Faktor penentu loyalitas pasien di rumah sakit. Journal of Hospital Management, 3(2), 344-355. https://ejurnal.esaunggul.ac.id/index.php/johm/article/download/4449/3116.
  33. Van Assen, M.F. (2021). Lean, process improvement and customer-focused performance. The moderating effect of perceived organizational context. Total Quality Management & Business Excellence, 32(1-2), 57-75. https://doi.org/10.1080/14783363.2018.1530591.
  34. Wantara, P., & Tambrin, M. (2019). The effect of price and product quality towards customer satisfaction and customer loyalty on madura batik. ITHJ (International Tourism and Hospitality Journal), 2(1), 1-9. https://rpajournals.com/wp-content/uploads/2019/02/ITHJ-2019-01-14.pdf.
  35. Walean, R., Ambalao, S., Roring, M., & Rihi, M.L. (2022). Pengaruh service quality, corporate image, dan perceived value terhadap customer loyalty yang dimediasi oleh customer satisfaction di Rumah Sakit Advent Manado. Aksara: Jurnal Ilmu Pendidikan Nonformal 8 (2), 853-878. https://doi.org/10.37905/aksara.8.2.853-878.2022.
  36. Wardhani, V. (2017). Manajemen Keselamatan Pasien di Rumah Sakit. Malang: Universitas Brawijaya Press.
  37. Wulandari, A.R.C., Rachmawaty, R., Ilkafah, I., & Erfina, E. (2021). Patient satisfaction towards healthcare quality in Indonesian public hospital. Enfermería Clínica, 31, S745-S750. https://doi.org/10.1016/j.enfcli.2021.09.006.
  38. Yuliani, Y. (2019). Influences of brand on hospital performance and patient Behavioral expectations. Jurnal Administrasi Rumah Sakit Indonesia, 5(3), 128-136. https://doi.org/10.7454/arsi.v5i3.2898.
  39. Yulianto, Y., & Yoseha, S.Y. (2022). Pengaruh Citra dan Kualitas Pelayanan terhadap Kepuasan Pasien RS Tk. IV Cijantung Kesdam Jaya Jakarta. Jurnal Ilmiah M-Progress, 12(2), 132-138. https://doi.org/10.35968/m-pu.v12i2.907.

Downloads

Pdf

Statistic

Abstract Views
: 48 times
Pdf
: 17 times