scholarly journals The Effect of Service Quality and Professionalism on Patient Loyalty Through Hospital Image (Study at Makassar Happy Hospital)

2021 ◽  
Author(s):  
M Chairul Basrun Umanailo
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Survey Research ◽  
Cross Section ◽  
Sampling Methods ◽  
Methodological Approach ◽  
Image Study ◽  
Patient Loyalty ◽  
The Impact ◽  
Standard Service

This research aims to examine and evaluate the impact of standard service and Professionalism on patient satisfaction through the hospital's picture in the Bahagia Makassar Hospital. This study method is quantitative, with the research design used for survey research and uses a cross-section approach. This study was performed at Bahagia Makassar Hospital from July 20 to August 20, 2020, with 231 respondents as samples. Sampling in this analysis used probability sampling using unintended sampling methods. The researcher's methodological approach is "Path Analysis." it is because the researchers want to see how Service Quality and Professionalism affect Customer Satisfaction through the Picture of the Hospital at Makassar General Hospital. The findings showed 1) the impact of the service quality variables on the hospital image is positive and significant; 2) the effect of the professionalism variable on the Hospital Image is positive and significant; 3) the influence of the service quality variables on patient satisfaction is positive and significant; 4) the impact of the variable Professionalism on patient loyalty is positive and significant..

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.

scholarly journals relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital

2021 ◽  
Vol 5 (S3) ◽  
pp. 27-40
Author(s):  
Mohammad Abdallah Aladwan ◽  
Hayatul Safrah Salleh ◽  
Marhana Mohamed Anuar ◽  
Hosaam ALhwadi ◽  
Islam Almomani
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Healthcare Providers ◽  
Statistical Technique ◽  
Patient Loyalty ◽  
Improvement Programs ◽  
Positive Direct ◽  
The Impact

This study aimed to investigate the impact of perceived health care service quality on patient satisfaction and patient loyalty in mafraq governmental hospital. A survey was conducted to gather data with a complete of 400 patients. To obtain the results and to analyse the hypothesis, the study used PLS-SEM Statistical technique. The findings showed that service quality had a positive direct effect on patient loyalty and patient satisfaction. Meanwhile, patient satisfaction mediated the relationship between service quality and patient loyalty. The study recommends that public hospital managers and healthcare providers should initiate continuous quality improvement programs and monitor healthcare quality to gain patient satisfaction patient and loyalty in return. Future studies may include other factors such as perceived value, trust, availability of hospital resources that can affect patient satisfaction and loyalty.

scholarly journals The Impact of Service Quality Dimensions on Patient Satisfaction and Loyalty Using the Modified Servqual Scala at dr. Abdoer Rahem Situbondo Hospital

2020 ◽  
Vol 2 (1) ◽  
pp. 01
Author(s):  
Budiharto Budiharto
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Hospital Inpatient ◽  
Patient Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality Of Health Services ◽  
The Impact

The focus of this study is on the influence of the quality of hospital inpatient health services according to the  modified SERVQUAL scala dimension on patient satisfaction and loyalty. Satisfaction plays a role as a mediator of service quality in creating patient loyalty. With a sample of 400 inpatients participating in this study through a questionnaire survey with 15 questionnaires not returned / not answered completely. Samples were taken randomly from patients who received inpatient services with a purposive sampling method. Data were analyzed by path analysis using the SPSS program. The results of the study indicate that the quality of health services concerning the dimensions of trustworthness,  communication,   infrastructural quality, emphaty and responsiveness   have a positive and significant effect on patient satisfaction in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo with the dimension of responsiveness that has the greatest impact on satisfaction; The quality of health services regarding the dimensions of trustworthness, communication, emphaty, reliability and responsiveness  through patient satisfaction have a positive and significant effect on patient loyalty in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo but the personnel,  healthscape, infrastructural quality does not have a significant effect.  Patient satisfaction at the inpatient facility has a positive and significant effect on patient loyalty. Keyword: Hospital, Servqual, satisfaction and loyalty

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

2019 ◽  
Vol 16 (23) ◽  
pp. 4736 ◽  
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.

scholarly journals An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran

2014 ◽  
Vol 7 (1) ◽  
Author(s):  
Ehsan Zarei ◽  
Abbas Daneshkohan ◽  
Behrouz Pouragha ◽  
Sima Marzban ◽  
Mohammad Arab
Keyword(s):  
Patient Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Private Hospitals ◽  
The Impact

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals Analysis of Factors Affecting Patient Loyalty in Bandung General Hospital in Medan

2020 ◽  
Vol 1 (5) ◽  
pp. 6-15
Author(s):  
Irma Susanti ◽  
Mappeaty Nyorong ◽  
Sudiro Sudiro
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
General Hospital ◽  
Quality Factors ◽  
Cross Sectional ◽  
Factors Affecting ◽  
Patient Loyalty ◽  
The Relationship ◽  
Pls Method ◽  
Satisfaction Factors

Patient loyalty greatly affects the survival of a hospital, because loyal patients not only make repeated visits but can act as loyalty advocators. In the last five years, there has been a decrease in the number of inpatient visits at RSU (Regional General Hospital) Bandung Medan, an average of 8.79% so that research is needed to determine the factors that affect patient loyalty. The study was conducted by cross sectional, using a questionnaire that has been tested valid and reliable. The research variables were service quality, patient satisfaction, and patient loyalty. The number of samples was 100 patients who met the criteria. Data were analyzed using SEM-PLS method. The results: service quality has a significant effect on patient satisfaction, patient satisfaction has a significant effect on patient loyalty, and service quality has a significant effect on patient loyalty. Patient loyalty at RSU Bandung Medan is significantly influenced by service quality factors and patient satisfaction factors. Regarding the service quality variable, 20% of respondents did not agree that nurses recorded accurately. In the patient satisfaction variable, 20% of respondents were dissatisfied with the cleanliness of the room, 20% of respondents were not satisfied with the food served, and 15% of respondents were dissatisfied with the results of the treatment. In the patient loyalty variable, 15% of respondents disagreed with giving positive responses to the relationship about the performance of the Bandung Hospital, and 15% of respondents would move to another hospital if they got a discount.

scholarly journals The Impact for Implementing Balanced Scorecard in Health Care Organizations: A Systematic Review

2021 ◽  
Author(s):  
Faten Amer ◽  
Sahar Hammoud ◽  
Haitham Khatatbeh ◽  
Szimonetta Lohner ◽  
Imre Boncz ◽  
...  
Keyword(s):  
Systematic Review ◽  
Health Care ◽  
Patient Satisfaction ◽  
Financial Performance ◽  
Balanced Scorecard ◽  
Health Care Organizations ◽  
Positive Impact ◽  
Methodological Approach ◽  
Google Search ◽  
The Impact

Aims: This systematic review aims to assess the impact of Balanced Scorecard (BSC) implementation at Health Care Organizations (HCOs) on Health Care Workers' (HCWs') satisfaction, patient satisfaction, and financial performance. Up to now, no previous systematic reviews have performed a comprehensive and rigorous methodological approach to figure out the impact of BSC implementation in HCOs. Methods: This systematic review was prepared according to PRISMA guidelines. PubMed, Embase, Cochrane, and Google Scholar databases, as well as Google search engine, were inspected to find all BSC implementations at HCOs until 20 September 2020. Then the resulted articles were screened to find the implementations which measured the impact of BSC on HCWs' satisfaction, patient satisfaction, and financial performance. Quality assessment was performed using the Standards for Reporting Implementation Studies: (StaRI) checklist. Results: Out of 4031 records, 20 articles were finally included for measuring one or more of the three impact types. 17 measured the impact of BSC on patient satisfaction, 7 on HCWs' satisfaction, and 12 on financial performance. Studies with higher quality had a higher positive impact. Conclusion: This paper offers evidence to HCOs and policymakers on the benefits of implementing BSC. BSC implementations showed a positive impact on patient satisfaction and financial performance in HCOs. However, less impact was found on HCWs' satisfaction, which should be given better consideration in future BSC implementations. High and medium-quality BSC studies were associated with higher positive impacts than low ones. BSC can be utilized as an effective tool to improve HCOs' performance during the COVID-19 pandemic.

scholarly journals The Influence of Hospital Image and Service Quality on Discharge Against Medical Advice through Patient Satisfaction

2021 ◽  
Author(s):  
Yusriadi Yusriadi
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
District Hospital ◽  
Medical Advice ◽  
Coefficient Of Determination ◽  
Against Medical Advice ◽  
Discharge Against Medical Advice ◽  
The Impact

The purpose of this study is to examine the impact of hospital image and quality of service on Discharge Against Medical Advice (DAMA) via patient satisfaction at Majene District Hospital. This research was performed in the hospital room of the Majene District Hospital from July to August 2020. The type of analysis used is quantitative research to explain the dependent variable's effect on the independent variable and the mediating variable. This study population was all 102 patients with DAMA at Majene Hospital, as the population was deemed limited and the whole population was sampled. The test results of the coefficient of determination of the path analysis of substructure 1 resulted in a modified R square value of 0.235. In this case, it is argued that patient satisfaction is affected by the hospital picture and quality of service by 23.5 percent. In comparison, the remaining 76.5 percent is influenced by other variables not analysed in this review. The outcome of the measurement of standardized beta coefficients, the effect of the hospital picture (X1) on patient satisfaction (Y1) is 0.228, and the service quality (X2) on patient satisfaction (Y1) is 0.325.

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