PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

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Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

Operations Excellence Journal of Applied Industrial Engineering ◽

10.22441/oe.v.10.3.2018.015 ◽

2019 ◽

Vol 11 (1) ◽

pp. 49

Author(s):

Fransisca Debora ◽

Hernadewita Hernadewita

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

The Government ◽

Asean Economic Community

The development of science and technology and the factors of the ASEAN economic community (MEA) which are supported by increasing industry 4.0, the government gives important responsibilities for universities to be able to produce human resources that can compete in that era. This affects universities to continue to improve in terms of the quality of learning, service quality, to provide satisfaction to students which has an influence on the productivity of higher education. In this regard, research was conducted on 120 samples of student respondents (active students, and alumni) who were used to provide information by distributing questionnaires processed by Structural Equation Modeling (SEM) - Partial Least Square (PLS). Based on the results of the analysis and discussion it can be concluded that service quality has a positive effect on student satisfaction and positively influences the productivity of higher education.

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MODEL PERSAMAAN STRUKTURAL TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN JALAN TOL BALI MANDARA

E-Jurnal Matematika ◽

10.24843/mtk.2015.v04.i04.p107 ◽

2015 ◽

Vol 4 (4) ◽

pp. 169

Author(s):

I PUTU AGUS WIDHIANTARA ◽

I KOMANG GDE SUKARSA ◽

I PUTU EKA N. KENCANA

Keyword(s):

Structural Equation Modeling ◽

Service Quality ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Satisfaction Level ◽

The Public ◽

Dominant Influence

The aim of this research is to determine public satisfaction level for the quality of Bali Mandara Highway service and to determine the dominant variable influencing public satisfaction level. This research implemented by using Structural Equation Modeling Partial Least Square (SEM-PLS) and Servqual model. This research was conducted in Badung Regency in the period of March to June 2015. Data were collected by using questionnaires that were distributed directly to 150 users of respondents. The result shows that the public haven’t been satisfied with service quality provided by Jasamarga. Meanwhile the empathy, responsiveness and tangible are significantly influencing public satisfaction level to Bali Mandara Highway service quality. We also showed that empathy provide a dominant influence to public satisfaction level.

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PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA KASMDI KBS

BISMA ◽

10.19184/bisma.v11i3.6471 ◽

2018 ◽

Vol 11 (3) ◽

pp. 283

Author(s):

Galih Arief Prakosa ◽

Udisubakti Ciptomulyono ◽

Fuad Achmadi

Keyword(s):

Service Quality ◽

Product Quality ◽

User Satisfaction ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Path Coefficient ◽

Human Right

Abstract: The availability of consumable water is a basic human right. The State Water Supply Company (PDAM) Surya Sembada is the only government institution in charge in providing and managing drinking water facilities and infrastructure in Surabaya. PDAM Surya Sembada provides free fountain drinking (KASM) as their Corporate Social Responsibility (CSR) program that located in various strategic public places in the city including in Surabaya Zoo (KBS). However, there has never been any analysis on the product and service quality of the KASM in KBS. Therefore, the objective of this study is to analyze the effect of product and service quality of the KASM in KBS on user satisfaction and loyalty using Structural Equation Modeling (SEM) with Partial Least Square (PLS) analysis. Results of path coefficient analysis show that product quality affects user satisfaction, but it has no effect on user loyalty. Service quality affects user satisfaction and loyalty. User satisfaction affects user loyalty. It can be concluded that user satisfaction is affected by product and service quality, while user loyalty is affected by service quality and user satisfaction. Keywords: KASM, Product Quality, Service Quality, User Satisfaction, User Loyalty.

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“I Can Live Without Banks, but Not Without Banking”

International Journal of Electronic Government Research ◽

10.4018/ijegr.2021070101 ◽

2021 ◽

Vol 17 (3) ◽

pp. 1-20

Author(s):

Nitika Sharma ◽

Pooja Goel ◽

Anuj Sharma

Keyword(s):

Structural Equation ◽

Information Quality ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Online Questionnaire ◽

Website Quality ◽

Mediating Role ◽

Service Interaction

The purpose of this paper is to examine the antecedents of e-banking loyalty and evangelism via threefold construct of WEQUAL (usability, information quality, and service interaction) of public sector banks operating in India. Moreover, it also investigates the mediating role of consumers' trust on the website quality of these banks and their impact on e-banking loyalty and evangelism. The data was collected from 243 respondents through online questionnaire. In order to develop the model and test the hypotheses, partial least square structural equation modeling (PLS-SEM) was done through Smart PLS version 3.2.9. Results assert that website quality of banks positively influences the trust of consumers via usability, information quality, and service interaction. Also, consumer trust plays a mediation role between WEBQUAL constructs and e-banking loyalty and evangelism.

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Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

Journal of Hospitality and Tourism Insights ◽

10.1108/jhti-04-2020-0048 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Bernhard Fabian Bichler ◽

Birgit Pikkemaat ◽

Mike Peters

Keyword(s):

Service Quality ◽

Food Quality ◽

Structural Equation ◽

Tourism Industry ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Content Type ◽

Revisit Intention

PurposeQuality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.Design/methodology/approachThis study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).FindingsThe findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.Originality/valueThe contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

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Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction

International Journal of Environmental Research and Public Health ◽

10.3390/ijerph16234736 ◽

2019 ◽

Vol 16 (23) ◽

pp. 4736 ◽

Cited By ~ 3

Author(s):

Arif Jameel ◽

Muhammad Asif ◽

Abid Hussain ◽

Jinsoo Hwang ◽

Mussawar Hussain Bukhari ◽

...

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Care Service ◽

Health Care Service ◽

Equation Modeling ◽

Mediating Role ◽

The Impact

This study aimed to examine the impact of the five-dimensional health care service quality (SQ) on patient behavioral consent (PBC). This study further explored the mediating role of patient satisfaction (PS) on the SQ–PBC relationship. A survey questionnaire was used to collect the data from public sector hospitals situated in Bahawalpur division, Punjab, Pakistan. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to test the hypotheses. This study found positive and significant relationships between SQ and PBC, SQ and PS, and PS and PBC. Our results further revealed that PS partially mediates the relationship between SQ and PBC. Our study offers a comprehensive theoretical framework of several service quality attributes (SQs) affecting patient behavioral consent (PBC) and patient satisfaction (PS) in health care institutions. Testing these above relationships via a mediation approach is novel and contributed to the current study on service quality.

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Evaluasi Kepuasan Pengguna Terhadap Respon Cepat Tanggap Layanan Aplikasi Mobile Myindihome Berdasarkan Kombinasi Metode Servqual dan Metode Webqual

Jurnal Ilmiah Informatika Global ◽

10.36982/jig.v11i1.1066 ◽

2020 ◽

Vol 11 (1) ◽

Author(s):

Endah Saputri ◽

Dedy Syamsuar

Keyword(s):

Structural Equation Modeling ◽

Service Quality ◽

Mobile Applications ◽

User Satisfaction ◽

Structural Equation ◽

Information Quality ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Customer Complaints

AbstractAs for this research aims to determine the level of satisfaction of myindihome mobile application users. As a service provider, PT. Telkom, Tbk is required to be able to provide service, a fast respons, precise and accurate to customers. Even though it has several facilities to accommodate all customer complaints in Indonesia, but in reality there are still many customer complaints that have not been resolved properly which need attention. In this study, measurement of user satisfaction toward service responsiveness uses a combination of ServQual method and WebQual method. The combination of both theories, effectively addresses multicollinearity (if many variables are highly correlated). In connection with that condition, based on the theory of service quality (ServQual) is used to determine satisfaction with the application, is there an influence of variables of reliability, responsiveness, empathy, assurance, and tangible toward user satisfaction both individuals and groups. While based on the website quality (webqual 4.0) instrument identify quality based on three variables, namely usability, information quality, and service interaction quality. PLS (Partial Least Square) model of calculation which is one of the Structural Equation Modeling is used to test research hypothesis. Reliability and validity have also been tested. This study is also emphasis on the extent to which the perception of the quality of service of mobile applications myIndiHome perceived and how it affects the user satisfaction of mobile applications myIndiHome in this case the customer indihome that have significant impact on customers' satisfaction..Keywords : Indihome, User Satisfaction, Servqual, and WebqualAbstrakAdapun penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna aplikasi mobile myIndiHome. Sebagai penyedia layanan, PT. Telkom, Tbk dituntut untuk mampu memberikan pelayanan atau respon yang cepat, tepat dan akurat kepada pelanggan. Meskipun memiliki beberapa sarana untuk menampung semua keluhan pelanggan di Indonesia, namun dalam kenyataannya masih banyak keluhan pelanggan yang belum dapat terselesaikan dengan baik yang perlu diperhatikan. Dalam penelitian ini, pengukuran kepuasan pengguna terhadap respon cepat tanggap layanan menggunakan kombinasi metode ServQual dan WebQual. Kombinasi kedua teori, secara efektif menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi). Sehubungan dengan kondisi itu, berdasarkan teori service quality (ServQual) digunakan untuk mengetahui kepuasan terhadap aplikasi tersebut, apakah ada pengaruh variabel reliability, responsiveness, empathy, assurance, dan tangible terhadap kepuasan pengguna baik perorangan maupun kelompok. Sedangkan berdasarkan instrumen website quality (webqual 4.0) mengidentifikasi kualitas berdasarkan tiga variabel yaitu usability, information quality, dan service interaction quality. Perhitungan model PLS (Partial Least Square) yang merupakan salah satu Structural Equation Modeling (SEM) digunakan untuk menguji hipotesis penelitian. Reliabilitas dan validitas juga telah diuji. Penelitian ini juga menekankan pada sejauh mana persepsi tentang kualitas layanan aplikasi mobile myIndiHome yang dirasakan dan bagaimana pengaruhnya dengan kepuasan pengguna aplikasi mobile myIndiHome dalam hal ini pelanggan indihome yang memiliki dampak signifikan pada kepuasan pengguna.Kata kunci : Indihome, Kepuasan Penggguna, Servqual, dan Webqual

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PENGARUH RELIGITAS, KUALITAS LAYANAN DAN TRUST TERHADAP LOYALITAS NASABAH BANK SYARIAH DI KOTA BOGOR

Jurnal Riset Ekonomi dan manajemen ◽

10.17970/jrem.17.170204.id ◽

2018 ◽

Vol 17 (2) ◽

pp. 189

Author(s):

Soegeng Wahyoedi ◽

Hery Winoto

Keyword(s):

Service Quality ◽

Structural Equation ◽

Islamic Law ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Islamic Banking ◽

Islamic Bank ◽

The Government

ABSTRACT The role of Islamic banking in the national economy becomes more strategic as the government is facing fiscal limitation in funding the development. The growth of Islamic banking, a bank managed by implementing the principles of Islamic law, has not been satisfactory. This can be examined by referring to the role of Islamic banking in national banking which is till in the rate of less than 5 percent. This research aims to observe the influences of religiosity and service quality on trust and customer loyalty, as well as to observe the influence of trust on customer loyaltyof Islamic Bank in Bogor. By collecting 76 samples of Islamic bank customers in Bogor and utilizing structural equation modeling partial least square (SEM-PLS) as the technique of analysis, it is revealed that the aspects of religiosity and service quality are influential on loyalty if it is supported by trust. Meanwhile, the trust itself has a positive influence on loyalty. The finding implies that to increase the loyalty of Islamic bank customers, customer trust should be built.

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The Effect of Ease of Transaction and Service Quality on Purchasing Decisions Mediated by Consumer Satisfaction (Studies on Okeped Jabodetabek Users).

Primanomics Jurnal Ekonomi & Bisnis ◽

10.31253/pe.v19i2.586 ◽

2021 ◽

Vol 19 (2) ◽

pp. 33

Author(s):

Melitina Tecoalu ◽

Soegeng Wahyoedi ◽

Edward Kustiawan

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Purchasing Decisions ◽

Purchasing Decision ◽

Data Collection Process

This study aims to determine the effect of ease of transaction and service quality on customer satisfaction in purchasing decision making. In this study using a sample of 100 respondents using convience sampling non profitability. Data obtained through questionnaires, the data collection process in this study is Structural Equation Modeling (SEM) with the SmartPLS (Partial Least Square) 3.0 program to determine the relationship between the effect of Ease of Transaction, Service Quality on Purchasing Decisions and Consumer Satisfaction as a mediating variable.The results of the hypothesis that there are 4 accepted and 3 rejected after being tested by hypothesis testing is done using the probability value and the t statistic. So in the hypothesis acceptance criteria t-statistic> t-table. Ease of transaction affects customer satisfaction, so the hypothesis is accepted. Service quality affects customer satisfaction, so the hypothesis is accepted. Ease of transaction affects purchasing decisions, so the hypothesis is accepted. Service quality affects purchasing decisions, so the hypothesis is accepted. Consumer satisfaction has no effect on purchasing decisions, so the hypothesis is rejected. The service quality on purchasing decisions is not mediated by consumer satisfaction well so that the hypothesis is rejected. Ease of transaction on purchasing decisions is not mediated in consumer satisfaction well, so the hypothesis is rejected. In this study, it is explained that the purchasing decision is not well mediated by consumer satisfaction so that consumers who do not reach their expectations feel dissatisfied, which leads to not making purchasing decisions on Okeped.

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The Mediating Role of Satisfaction in the Relationship between Service Quality and Loyalty: Case Study in PT Asuransi XYZ Indonesia.

International Journal of Business Studies ◽

10.32924/ijbs.v4i1.109 ◽

2020 ◽

Vol 4 (1) ◽

pp. 46-55

Author(s):

Roby Nurismartian ◽

Prof. Ir. Hendra Michael Roy Sembel, MBA., Ph.D., CSA

Keyword(s):

Service Quality ◽

Structural Equation ◽

Positive Impact ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Significant Variable ◽

Insurance Company ◽

Mediating Role ◽

The Relationship

The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that mediated the relationship between service quality and loyalty. The study gives positive impact to the future researchers to do similar study. Furthermore, the finding could help PT Asuransi XYZ Indonesia and insurance company in general to improve their service quality.

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