Analysis of Retreatment Intention Influenced Quality of Service, Patient Trust, Healthy Culture, Dimediation of Patient Satisfaction at Betawi Hospital, North Jakarta
DOI:
https://doi.org/10.31334/bijak.v20i1.3101Keywords:
Service Quality, Healthy Culture, Trust, Satisfaction, Repeat Treatment,Abstract
The research problem is that there is a decrease in patient repeat visits in 2021, from the results of pre-research it was found that the decrease in visits came from a decrease in patient confidence, a healthy culture, decreased service quality, patients were dissatisfied with treatment. The intention of this study was to examine the influence of the measurement of marketing quality, healthy culture, patient trust, patient satisfaction and intention to revisit. This research is research quantitative, with a sample of 180 respondents consisting of 77 men and 103 women aged between 23-42 years. Respondents were taken by patients who had been treated twice. Analysis tool using SEM. The results showed that intention to repeat treatment was significantly influenced by patient satisfaction. Patient satisfaction has a significant effect on service quality, healthy culture and patient trust. Quality of service and patient trust directly have a significant effect on the intention to repeat treatment.References
Ago, G. et al., 2015. Effect of Product Quality Perception , Trust , and Brand Image on
Generic Drug Buying Decision and Consumer Satisfaction of Hospital Patients in East Kalimantan. European Journal of Business and Management, 7(14), pp.50–69.
Akbar, M. M., and Parvez, N. (2009). Impact of Servise Quality Trust and Customer Satisfaction on Customers Loyalty
Among-praja, A., K.,; Ruswanti, E.,; Hapsari, N., P., (2016) The Six Dimensions Service of Quality on Loyality Mediated Student Satisfaction Batavia University. International Journal of Applied Business and Economi Risearch, Vol. 14, No. 12, (2016), pp 8753-8766
Berry, Leonard L. and A. Parasuraman. (1991). Marketing Services—Competing Through Quality. New York: Free Press.
Bitner, M.J. and Zeithaml, V.A. (2003). Service Marketing3rd ed. McGraw Hill: New Delhi.
Bharwana, T. K. , Bashir, M. , and Mohsin, M. (2013). Impact of Service Quality on
Customer’s Satisfaction: a Study from Service Sector Especially Private Colleges
Faisalabad, Punjab, Pakistan. International Journal of Scientific and Research
Publications, 3(5). 1-7.
Boeselie, P. , Hesselink, M., andWiele, T. V. (2002). Empirical evidence for the
relationship Between Customer Satisfaction and Business Performance. Managing
Service Quality, 12(3): 184-193.
Cheng, T. C. E., Lai, L. C. F., and Yeung, A. C. L. (2008). The driving forces of customer loyalty: A study of internet service providers in Hong Kong. International Journal of E-Business Research 4(4), 26–42. https://doi.org/10.4018/jebr.2008100103
Cronin, J. J., and Taylor, S. A. (1992). Measuring Service Quality: a Reexamination and Extension. Journal of Marketing 56: 55-58.
Cucinotta, D., & Vanelli, M. (2020). WHO declares COVID-19 a pandemic. Acta
Biomedica, 91(1), 157–160. https://doi.org/10.23750/abm.v91i1.9397
Davis and Heineke, (1994). Understanding the Roles of the Customer and the Operation for Better Queue Managementâ€, International Journal of Operations & Production Management 14(5): 21 – 34.
De Cruppé, W., and Geraedts, M. (2017). Hospital choice in Germany from the patient’s perspective: a cross-sectional study. BMC Health Serv Res 17, 720. https://doi.org/10.1186/s12913-017-2712-3
Fang, Y., Qureshi, I., Sun, H., Mccole, P., Ramsey, E., Lim, K. H., and Echanisms, M., (2014). Trust, Satisfaction, and Online Repurchase Intention. The Moderating Role of Preceived Effectiveness of E-commerce Institutional 38 (2) pp 407-428
Flint, D. J., Blocker, C. P., and Boutin, P. J. (2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management 40(2), 219–230. https://doi.org/10.1016/j.indmarman.2010.06.034
Hair, Joseph F. , Black, Jr, William C. Babin, Barry J. & Anderson, R. E. (2014). Pearson
- Multivariate. Data Analysis, 7/E - Joseph F. Hair, Jr, William C. Black, Barry J. Babin & Rolph E
Anderson. Pearson New International Edition, 816.
Johnston, R. (1995). The Zone of Tolerance: Exploring the Relationship between Service Transactions and Satisfaction with the Overall Service. International Journal of Service Industry Management 6(2).https://kumparan.com/berita-update/budaya-hidup-sehat-perlu-kita-lakukan-sejak-usia-dini-apa-manfaatnya-1y98HpLJGIv. 17 February 2023 jam 01
Narendra, A. R. A., Winarno, S.H., Priadi, A Hermawan, E., Purnomo, M.W., Putra, A. S. (2021b). The Effect of Goods Price and Buyer Trust on The E-Commerce Sales System For Purchasing Goods Online. International Journal of Science, Technology and Management, Volume 2, No. 3, pp 561-567
Nguyen, N., Leclerc, A., and LeBlanc, G. (2013). The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management 06 (01), 96–109. https://doi.org/10.4236/jssm.2013.61010
Malhotra, N.K., & Dash, S. (2016). Marketing Research an Applied Orientation (7th ed.). Chennai: Pearson India Education Services.
Oliver, R. L. (1999). Whence customer loyalty. Journal of Marketing. 63: 33–44.
Osman, Z., and Ilham, S., (2013) Influence of Customer Satisfaction on Servise
Quality and Trust Relationship in Malaysian Rural.
https://www.researchgate.net/profile/Zahir-Osman
Parasuraman, A., Zeitham, A. V., and Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64(1): 12-40.
Parasuraman, A., Berry, L., and Zeithaml, V. A. (1990). Guidelines for Conducting Service Quality Research. Marketing Research, 2(4): 34-44.
Parasuraman, A., Zeithaml, V. A., and Berry, L. (1994). Alternative Scales For Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Journal of Retailing, 70(3).
Park, H. N,.Park. D.J; Han, S.Y: Tae, J., Y; Jung, K. H.; Bae, E. J.; Yoon, J. Y. (2022)
Research Effect of inpatient experiences on patient satisfaction and the willingness to
recommend a hospital: The mediating role of patient satisfaction: A crossâ€sectional study.
Health Science Report Received: |Accepted: 17 October 2022DOI: 10.1002/hsr2.925
Pena-Garcia, N., Gil-Saura, J Rodriguez-Qrejuela, A., and Siqueira-Junior, JR (2020b). Purchase Intention and purchase Behavior online: A cross-cultural approach, Helion, 6 (6) e04284.
Qing, C., and Jin, S. (2022) What Drives Consumer Purchasing Intention in Live Streming E-Commerce, Frontiers in Psychology, 13 (June), pp 1-11
Reimann, M., Lunemann, U. F., and Chase, R. B. (2008). Unsertainity avoidance as a Moderator of the Relationship Between Perceived Servise Quality and Customer Satisfaction. Journal of Servise Risearch 11(63).
Ruswanti, E. (2012). Service Quality, Customer Satisfaction and Customer Loyalty,
Majalah Widya, 29:318. Download:http://e-journal. jurwidyakop3. com/index.
Ruswanti, E., Eff, A., and Kusumawati, M. (2020). Word of mouth, trust, satisfaction and effect of repurchase intention to Batavia hospital in west Jakarta, Indonesia. Management Science Letters, 10(2), pp. 265-270.
Ruswanti, E. and Januarko, M. U. (2015). Kepercayaan, Komitmen, Komunikasi Terhadap Loyalitas Bank Syariah di Jakarta Barat. Prosiding Seminar Nasional di Universitas Pelita Harapan Karawaci.
Rohit, J., (2016) Reducing Disaster Risks to Urban Cultural Heritage: Global Challenges
and Opportunities, Volume 1, Issue 1. https://doi.org/10.1177/2455929616649476
ing, P., (2021) Eco Efficiency Assessment. The Complete Word of Life Cycle Assessment book Series
Schiffman, L. G, and Kanuk, L. L. (2020). Consumer Behavior. New Jersey: Prentice Hall.
Xisfingi, S., and Vozikis, (2016) Patient satisfaction with the healthcare system: Assessing
the impact of socioeconomic and healthcare provision factors. BMC Health Services
Research. 16:94 DOI 10.1186/s12913-016-1327-4
Zeithaml, V. A., Berry, L., and Parasuraman,A. (1996). The Behavioural Consequences of Service Quality. Journal of Marketing, 60.
Walsh, G. Dinnie, K.; Wiedmann, K.P. 2006. How do corporate reputation and customer satisfaction impact costomer defection? A study of private energy customers in Germany. Journal of Service Marketing 20 (6), 246-262.Wang, J; Shahzad, F; Ahmad, Z; Abdullah,M’ Hassan, M. N. (2022). Trust and Consumers
Purchase intention in a Social Commerce Platform: A Meta-Analytic Approach. Sage open, 12(2), 215
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
Please find the rights and licenses in Majalah Ilmiah Bijak By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
- License
The commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-ShareAlike 4.0 International License.
2. Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
Majalah Ilmiah Bijak spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Majalah Ilmiah Bijak permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Majalah Ilmiah Bijak on distributing works in the journal and other media of publications.
4. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Jurnal Bijak will not be held liable for anything that may arise due to the author(s) internal dispute. Majalah Ilmiah Bijak will only communicate with the corresponding author.
5. Miscellaneous
Majalah Ilmiah Bijak will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Jurnal Bijak editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement"prior to the article publication.
