The Effects of the Service Quality and Relational Benefits on Reuse Intention and Recommendation Intention of Medical Services

2021 ◽  
Vol 21 (3) ◽  
pp. 151-160
Author(s):  
Myoung-Ho Shin
Keyword(s):  
Service Quality ◽  
Medical Services ◽  
Relational Benefits ◽  
Recommendation Intention

scholarly journals KUALITAS LAYANAN WISATA MEDIS YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS WISATAWAN MANCANEGARA DI BALI

2019 ◽  
pp. 348
Author(s):  
Yudha Eka Nugraha ◽  
Syamsul Alam Paturusi ◽  
Ni Made Sofia Wijaya
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Medical Tourism ◽  
Sampling Technique ◽  
Equation Model ◽  
Medical Services ◽  
Tourist Satisfaction ◽  
Medical Clinics ◽  
Main Variable

Medical Tourism is a potential sector to develop in Bali. Medical clinics offer various medical services treatment to attract tourists. The clinics must have an excellent quality of standard services to get customers satisfaction. The aim of this study is to analyze the influence of the medical services quality on tourist satisfaction and tourist loyalty in Radiance Clinic Bali. They were about 200 respondents and selected using accidental sampling technique. The analysis uses Structural Equation Model (SEM), calculated with AMOS program. The result of research examines that service quality is a main variable with significance effects on the satisfaction and loyalty of tourists’ customers in Bali. Results of the research indicated that there is direct effect between service quality to satisfaction and satisfaction to loyalty. On the other hand, indirect effect happens between service quality to loyalty. Keywords: Service Quality, Tourist Satisfaction, Tourist Loyalty

scholarly journals Effects of Service Quality on Recommendation Intention: Case of the AREX

2016 ◽  
Vol 34 (6) ◽  
pp. 55-62
Author(s):  
류재윤 ◽  
최기하 ◽  
June-Hee Na
Keyword(s):  
Service Quality ◽  
Recommendation Intention

scholarly journals GAMBARAN TINGKAT KEPUASAN PASIEN TERHADAP PERAWATAN GIGI DAN MULUT DI PUSKESMAS BAHU

e-GIGI ◽  
2014 ◽  
Vol 2 (2) ◽  
Author(s):  
Mariane Sembel ◽  
Henry Opod ◽  
Bernart S. P. Hutagalung
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Dental Care ◽  
Physical Appearance ◽  
Likert Scale ◽  
Health Centers ◽  
Medical Services ◽  
Perceptions Of Care

Abstract: Patient satisfaction with dental care is a comparison between the perceptions of care received by expectations before getting treatment. The study in Bahu Health centers based on seven dimensions of service quality is the guarantee, empathy, reliability, responsiveness, physical appearance, medical services and professionalism using Likert scale. The study was descriptive with a sample of 48 people. How sampling is total sampling. Results showed patient satisfaction with dimensions of guarantee 80,9% very satisfied with the category. On the dimension of empathy showed 86,4% of patients very satisfied. On the dimension of reliability showed 84,5% of patients very satisfied. On the dimension of responsiveness showed 84,1% of patients very satisfied. On the dimension of physical appearance showed 80,7% of patients very satisfied. On the dimension of medical services showed 89,1% of patients very satisfied. On the dimension of professionalism showed 91,6% of patients very satisfied. Based results of patient satisfaction with dental care in Bahu Health centers based on seven dimensions showed rate index 85,32% of patients very satisfied. Keywords: Patient satisfaction, Dental care and oral.    Abstrak: Kepuasan pasien terhadap pelayanan kesehatan gigi dan mulut merupakan perbandingan antara persepsi terhadap pelayanan yang diterima dengan harapannya sebelum mendapatkan pelayanan. Penelitian ini dilaksanakan di Puskesmas Bahu berdasarkan tujuh dimensi mutu pelayanan yaitu jaminan, empati, kehandalan, daya tanggap, tampilan fisik, pelayanan medis dan profesionalisme berdasarkan skala Likert. Jenis penelitian yaitu deskriptif dengan jumlah sampel 48 orang. Cara pengambilan sampel yaitu total sampling. Hasil penelitian menunjukkan kepuasan pasien terhadap dimensi jaminan sebesar 80,9% dengan kategori sangat puas. Pada dimensi empati menunjukkan 86,4% pasien merasa sangat puas. Pada dimensi kehandalan menunjukkan 84,5% pasien merasa sangat puas. Pada dimensi daya tanggap menunjukkan 84,1% pasien merasa sangat puas. Pada dimensi tampilan fisik menunjukkan 80,7% pasien merasa sangat puas. Pada dimensi pelayanan medis menunjukkan 89,1% pasien merasa sangat puas. Pada dimensi profesionalisme 91,6% pasien merasa sangat puas. Berdasarkan hasil penelitian tentang kepuasan pasien terhadap perawatan gigi dan mulut di Puskesmas Bahu ditinjau dari dimensi pelayanan menunjukkan indeks rata-rata sebesar 85,32% dengan kategori sangat puas. Kata kunci: kepuasan pasien, perawatan gigi dan mulut.

A Gap Analysis of Professional Service Quality

1989 ◽  
Vol 53 (2) ◽  
pp. 92-98 ◽  
Author(s):  
Stephen W. Brown ◽  
Teresa A. Swartz
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Services Quality ◽  
Professional Services ◽  
Professional Service ◽  
Service Encounter ◽  
Medical Services ◽  
Primary Study ◽  
Study Setting

Providers of professional services recently have awakened to consumer challenges, competition, and the realities of marketing. With these changes, a related and equally important issue has emerged—service quality and evaluating the service encounter. Using medical services as the primary study setting, the authors explore the concept of professional services quality and its evaluation from both the provider and client perspectives. They use gap analysis as an appropriate approach for examining the evaluation of a professional service. The findings provide special empirical insights on the gaps that can arise from inconsistent perceptions of expectations and experiences between patients and physicians. Finally, both managerial and research implications are presented.

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