scholarly journals Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention

2021 ◽  
Vol 19 (4) ◽  
pp. 63-76
Author(s):  
Phan Thanh Hai ◽  
Nguyen Thanh Cuong ◽  
Van Chien Nguyen ◽  
Mai Thi Thuong
Keyword(s):  
Factor Analysis ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Equation Modeling ◽  
Hospital Service ◽  
Direct Influence ◽  
Private Hospitals ◽  
Revisit Intention ◽  
Patient Loyalty

The role of private hospitals is increasingly important in Vietnam. The study aims to determine associations between service quality and hospital brand image with satisfaction and patient loyalty, revisit intention at private hospitals in Vietnam. Quantitative cross-sectional data were collected from 268 patients in DaNang city, Vietnam. Scales to measure hospital service quality, hospital brand image, patient satisfaction, loyalty, and patient revisit intention were developed. The methods used to test the hypotheses of the study include exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation modeling (SEM). One notable finding in this study provides practical evidence on the relationship of hospital service quality and hospital brand image with patient satisfaction and loyalty. In addition, service quality has a direct influence on patient satisfaction and revisit intention as the indicator of patient loyalty. Meanwhile, hospital brand image has a direct influence on patient loyalty, although it did not influence patient satisfaction. Results of this study help providing the basis for the marketing and customer care programs of private hospitals in DaNang city, Vietnam.

scholarly journals PERANAN SERVICE QUALITY TERHADAP PATIENT REVISIT INTENTION MELALUI PATIENT SATISFACTION PADA RUMAH SAKIT UMUM DAN RUMAH SAKIT SWASTA TIPE B

2008 ◽  
Vol 1 (1) ◽  
pp. 49
Author(s):  
Febry Adhiana
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health Care Professionals ◽  
Public Hospitals ◽  
Human Beings ◽  
Private Hospitals ◽  
Public And Private ◽  
Revisit Intention ◽  
Public And Private Hospitals

<p>Backg of nd: the increasing of awareness in health care by Indonesian people especially in Jakart Healthcare that health care professionals are highly dependent on each other to provide and coordi ate services of high value for human beings. Patients usually prefer to go to private hospitals hoping tc receive high service quality. But in fact, public hospitals have a good quality service also becau e ft is supported by the government.<br />Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals.<br />Resea h design: this research applies to public and private hospitals in Jakarta and questionnaires were s read away to 97 respondents or patients from some public and private hospitals in Jakarta by usi g purpose sampling.<br />Findin s: There are no differences between private and public hospitals in service quality, patient satisf Um and patient revisit intention. Finally the implications of the results are highlighted for health :are managers.</p>

scholarly journals Hospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness

2020 ◽  
Vol 6 (1) ◽  
pp. 237-250
Author(s):  
Tariq Rafi ◽  
Muhammad Khalique ◽  
Sulaman Hafeez Siddiqui
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Emotional Exhaustion ◽  
Organizational Citizenship Behavior ◽  
Structural Equation ◽  
Structural Model ◽  
Healthcare Sector ◽  
Equation Modeling ◽  
Hospital Service ◽  
Medical Apparatus

 The aim of the present study is to determine the effects of hospital service qualities on patient satisfaction in the healthcare sector of Pakistan. By using the non-probability sampling, 292 sample was gathered. Emotional exhaustion, organizational citizenship behavior, hospital and nurses facilities were used as predictors and trustworthiness was used as a moderator. The results from structural equation modeling revealed that hospital facilities quality and OCB have been found positively significant while nursing service quality and emotional exhaustion have been found insignificant in relation with patient satisfaction. Moreover, trustworthiness does not moderates any relationship in the structural model. The study concluded that the staff allocated is manifesting form of behavioral citizenship structured by cultural decorum and locally acceptable norms. Alongside citizenship, high quality miscellaneous supportive provisions comprising of sufficient backup equipment, medical apparatus and tools as well as the regular maintenance of utilities stand as considerable satisfaction determining aspects for patients. The cognitive dimensions in the form of trust structuring attributes don’t really add much to the contributions of facilities and citizenship found in hospitals.

Brand image to loyalty through perceived service quality and patient satisfaction: A conceptual framework

2020 ◽  
pp. 095148482096230
Author(s):  
Udita Taneja
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Empirical Studies ◽  
Healthcare Sector ◽  
Healthcare Organizations ◽  
Perceived Service Quality ◽  
Patient Loyalty ◽  
Large Numbers ◽  
The Impact

Brand image (BI) is a relatively new concept in the healthcare sector and its value is important for healthcare organizations to survive in this competitive era. Extant research in academics shows the diversity in determinants of patient satisfaction (PS), perceived service quality (PSQ), loyalty and brand image (BI) in the healthcare sector. The large numbers of existing studies mainly emphasize constructs such as PS, PSQ or the relationship between these two, taking into consideration other factors like cost and loyalty. The purpose of this study is to systematically review and summarize current research as well as propose a conceptual model of hospital brand image and its impact on patient loyalty through PSQ and PS. We provide a research framework for future theoretical and empirical studies on the impact of BI on patient loyalty.

Service Quality, Brand Image, Perceived Value, Patient Satisfaction and Loyalty in China’s Private Dental Clinics

2020 ◽  
Author(s):  
Wenyi LIN ◽  
Wanxia Yin
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Brand Image ◽  
Perceived Value ◽  
Survey Study ◽  
Dental Clinics ◽  
Patient Loyalty ◽  
Relationship Of ◽  
The Relationship

Abstract Background: This study seeks to explore the relationship of service quality, brand image, perceived value, service satisfaction and loyalty in China’s private dental clinics. Methods: This is a cross-sectional survey study, being conducted in Dongguan City, Guangdong Province, China in January 2019. The participants were selected by convenience sampling method. A total of 230 residents were surveyed. Among them, 125 had received services in private dental clinics, being the valid sample of this study. A multiple regression model was run to explore factors influencing patient loyalty. Subsequently, the path analysis was used to understand the relationship of service quality, brand image, perceived value, patient satisfaction, and patient loyalty. Results: After controlling for the effect of demographic and socio-economic variables, perceived value and patient satisfaction have significant influences on patient loyalty. The path analysis indicates the perceived value, perceived quality, and expected quality have direct effects on patient satisfaction, and have indirect effects on patient loyalty, with patient satisfaction as a mediator. Additionally, perceived value has a direct and indirect effect on patient satisfaction. Conclusion: This study helps managers in private dental clinics to gain support from customers through building customer loyalty towards dental clinics.

Modelling halal restaurant’s brand image and customer’s revisit intention

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yunia Wardi ◽  
Okki Trinanda ◽  
Abror Abror
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Health Awareness ◽  
Content Type ◽  
Revisit Intention ◽  
Quality Health ◽  
Positive Effect

Purpose Limited research has investigated the antecedents of halal restaurant’s brand image and its consequence to customer’s revisit intention empirically. This study aims to fill this gap by providing an insight into the relationship of halal restaurant brand image toward revisit intention, and the crucial antecedents of halal restaurant’s brand image, taking Rumah Makan Padang as a unit of analysis. Rumah Makan Padang (Padang Restaurant) is a type of halal restaurant in Indonesia originating from West Sumatra. These restaurants are widely spread in Indonesia and also in other countries where Indonesians migrate. Design/methodology/approach The research design was cross-sectional. Data were collected from various Rumah Makan Padang in West Sumatera, Indonesia. The proposed model was tested using structural equation modeling with a sample size of 450 respondents. Findings This study confirmed that halal restaurant’s brand image has a significant positive effect on customer’s revisit intention. Furthermore, the antecedents of halal restaurants brand image (i.e. service quality, health awareness and religiosity) were also found to have significant positive effect on halal restaurant’s brand image, Whereas, halal preferences do not have an influence on its brand image. Originality/value To the author’s knowledge, this study is among the first to provide a holistic approach toward the antecedents of halal restaurants brand image (i.e. halal preference, service quality, health awareness and religiosity) and investigated the effect of halal restaurant’s brand image on customer’s revisit intention. This study also proves the effect of religiosity on brand image, which has not been discussed in previous studies. From a market-specific context, this is also the first study that investigated the antecedents of Rumah Makan Padang’s brand image and its consequence to revisit intention.

Exploring the Relationship between Service Quality of Private Hospitals and Patient Loyalty from the Perspective of Health Service

2020 ◽  
Author(s):  
Yubing GUO ◽  
Ye ZHOU ◽  
Xin XING ◽  
Xiaoqin LI
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Medical Service ◽  
Rapid Development ◽  
Perceived Value ◽  
Medical Services ◽  
Private Hospitals ◽  
Mediating Role ◽  
Patient Loyalty

Background: With increasing demands for medical treatment and healthcare, private hospitals have enjoyed rapid development, and the quality and satisfaction ratings of their medical services have gradually become hotspot issues. We aimed to investigate the influencing mechanisms of medical service quality, patient perceived value, patient satisfaction, and patient loyalty. Methods: On the basis of improved patient perceived value, service satisfaction, and loyalty scales, a questionnaire survey was conducted among 300 patients in 15 private hospitals in China. The action mechanisms of medical service quality, patient perceived value, patient satisfaction, and patient loyalty were verified via SPSS 22.0 and AMOS 20.0 statistical software. Results: The service quality of private hospitals was positively correlated with patient perceived value, patient satisfaction and patient loyalty. Patient perceived value was positively correlated with patient satisfaction. Patient perceived value, as well as patient satisfaction was positively correlated with patient loyalty. Patient perceived value and patient satisfaction play a mediating role between medical service quality and patient loyalty. Patient perceived value and patient satisfaction play a chain mediating role between medical service quality and patient loyalty. Conclusion: 1) Improving medical service quality is the main path to acquire patient loyalty for private hospitals. 2) When accepting high-quality medical services, patients will think that the cost paid is reasonable, and their satisfaction with private hospitals will consequently increase. 3) As patient satisfaction with private hospitals is elevated to a certain degree, they become increasingly willing to choose these hospitals again and recommend them to others.  

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pasien Pada Instalasi Rawat Inap Di Rsud Indrasari Rengat

2020 ◽  
Vol 8 (1) ◽  
pp. 32-40
Author(s):  
Desi Wardiati ◽  
Zulkarnain ◽  
Any Widiyatsari
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Direct Effect ◽  
Structural Equation ◽  
Equation Modeling ◽  
Patient Loyalty ◽  
Modeling Analysis ◽  
Structural Equation Modeling Analysis

The study was conducted at Indrasari Rengat Inhu Hospital. The aim is to determine the direct effect of the dimensions of service quality, namely Tangible, Emphaty, Reliability, Responseveness, Assurance on patient satisfaction and loyalty. This study took a sample of 100 patients. The variables used are Tangible, Emphaty, Reliability, Responseveness, Assurance of patient satisfaction and loyalty. Data were analyzed using SEM (Structural Equation Modeling) analysis which is operated through the Smart PLS 3.2.7 program. The results showed that there was an effect of Tangible, Emphaty, Reliability, Responseveness, Assurance on patient satisfaction. And there is the influence of Tangible, Emphaty, Reliability, Responseveness, Assurance on patient loyalty through patient satisfaction and there is an influence between patient satisfaction variables on patient loyalty, the better the patient satisfaction will increase patient loyalty.

scholarly journals The Effect of Quality of Service, Image, and Business Ethics on Satisfaction and Loyality of Patients in Hospitals in Makassar City

2020 ◽  
Vol 1 (2) ◽  
pp. 1-22
Author(s):  
Aslan Azhari ◽  
Basri Modding ◽  
Ilham Labbase ◽  
Annas Plyriadi
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Business Ethics ◽  
Service Quality ◽  
Direct Effect ◽  
Equation Modeling ◽  
Patient Loyalty ◽  
Quality Image ◽  
Significant Direct Effect

Research related to the Effect of Service Quality, Image, and Business Ethics on Patient Satisfaction and Loyalty at Hospitals in Makassar City. This research was conducted which aims to: (1) test and analyze the effect of service quality, image, business ethics on patient satisfaction, (2) test and analyze the effect of service quality, image, business ethics on patient loyalty, (3) test and analyze the effect satisfaction with patient loyalty, (4) test and analyze the indirect effect of service quality, image, and business ethics on patient loyalty through mediating patient satisfaction. This study uses primary data through distributing questionnaires to a total of 203 inpatients as samples from the total number of patients in 2018 totaling 69.337, data collection was carried out from December 2019 to January 2020. Data were analyzed using Structural Equation Modeling (SEM) analysis with program assistance AMOS and SPSS. The results showed that (1) service quality, image, and business ethics had a positive and significant direct effect on patient satisfaction, (2) service quality, image, and business ethics had a positive and significant direct effect on patient loyalty, (3) satisfaction has a positive and not significant direct effect on patient loyalty, (4) an indirect relationship of service quality, image, and business ethics, through mediation satisfaction has a positive and not significant effect on patient loyalty. This means that the provision of good quality services, the application of the hospital's image, and the application of ethical behavior will have a direct role in patient satisfaction and loyalty. Patient satisfaction does not significantly affect patient loyalty due to the existence of a system of tiered referral system which makes it impossible for patients to directly choose the hospital, except in an emergency. Quality of service, image, and business ethics through satisfaction has a positive and not significant effect on patient loyalty. This shows that patient satisfaction is not able to mediate to have a significant influence on patient loyalty.

Navigating from Brand Image to Patient Loyalty: Mediating Effect of Service Quality and Patient Satisfaction

2020 ◽  
Vol 22 (3) ◽  
pp. 430-445
Author(s):  
Vimla ◽  
Udita Taneja
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Design Methodology ◽  
Brand Image ◽  
Mediating Effect ◽  
Improve Quality ◽  
Patient Loyalty ◽  
The Relationship ◽  
Improve Patient ◽  
Practical Implications

Purpose: This study aims to analyse brand image (BI)–service quality (SQ)–patient satisfaction (PS)–loyalty in healthcare by understanding BI and SQ modelled as multidimensional constructs in Indian healthcare. Furthermore, the mediating effect from BI to loyalty through SQ and PS is examined. Design/methodology/approach: Analysis of survey data of 210 patients from Indian hospitals reveals that BI directly affects SQ, PS and loyalty, that SQ directly influences PS, that PS directly influences loyalty of patients and that PS and BI are significant determinants of loyalty. Findings: Our findings suggest that BI has both a direct and indirect (through SQ and PS) impact on loyalty of patients. Moreover, the mediation of BI to loyalty through SQ and PS is partial and complementary mediation. Practical implications: By understanding the relationship between BI, SQ, PS and loyalty, managers will be able to better understand the mechanism to enhance loyalty. As BI impacts loyalty indirectly through SQ and PS, managers need to improve quality, which will enhance satisfaction of patients and thus help in the formation of loyal patients. Originality/value: This study shows how the mediating effect of SQ and PS can be used to improve patient loyalty by building positive BI.

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