scholarly journals Antecedents and Consequences of Patient Satisfaction in the Context of Private Hospitalization Services

2022 ◽  
Vol 19 ◽  
pp. 259-268
Author(s):  
Ahmad Azmi M. Ariffin ◽  
Norzalita A. Aziz ◽  
Norhayati M. Zain ◽  
Bama V. V. Menon
Keyword(s):  
Patient Satisfaction ◽  
Private Hospital ◽  
Brand Image ◽  
Perceived Value ◽  
Perceived Quality ◽  
Quality Service ◽  
Specific Context ◽  
Medical Quality ◽  
Patient Loyalty ◽  
Antecedents And Consequences

This study aims to investigate the impacts of perceived quality and perceived value on patient satisfaction as well as the influence of patient satisfaction on hospital’s brand image, patient loyalty and word-of-mouth intention in the context of private hospitalization services. With regards to the conceptualization of perceived quality, this study also attempts to uncover the underlying dimensions of hospitalization quality in the specific context of private hospital. This study surveyed 254 patients who were admitted for at least three days at private hospital in Malaysia, revealing that patient satisfaction with hospitalization services could be explained directly or indirectly by five hospitalization quality domains namely outcome quality, rights and privacy, medical quality, service quality, and servicescape. The findings of this study also show that patient satisfaction has significant impacts on all the three consequences variables – brand image, patient loyalty and WoM intention. The two major contributions of this study include the conceptualization of hospitalization quality domains and the newly developed measurement of perceived value in the context of profit-oriented healthcare institutions.

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.

Faktor-Faktor yang Mempengaruhi Minat Beli Produk Makanan Olahan Halal pada Konsumen

2018 ◽  
Vol 8 (3) ◽  
pp. 250
Author(s):  
Saniatun Nurhasah ◽  
Jono M Munandar ◽  
Muhammad Syamsun
Keyword(s):  
Food Safety ◽  
Direct Effect ◽  
Indirect Effect ◽  
Purchase Intention ◽  
Brand Image ◽  
Perceived Value ◽  
Perceived Quality ◽  
Market Potential ◽  
Purchasing Intention ◽  
Positive Direct

<p><em>ABSTRACT</em></p><p><em>Indonesia is one of the largest Moslem population countries in the world. It leads to the increasing of halal product demand in Indonesia. The awareness to consume halal product becomes a large market potential for producers to produce their halal products. Nowadays, halal is not only purely about religion matter, but also about business and trade. The objective of this study is to investigate the factors affecting customers on purchasing halal buying interest on processed food. We use a purposive sampling method with 109 respondents who are customers of the supermarkets and minimarkets in Bogor City/District, Indonesia. While data analysis is done by SEM-PLS method, this study uses brand image, perceived quality, perceived value, halal certification, health reason, halal awareness, and halal marketing as the factors which are affecting the halal purchase intention of the customers. The result showed that health reason, halal awareness, and perceived value have a significant and positive direct effect on purchasing intention. Halal marketing also shows a significant and positive effect on purchasing intention. While halal marketing shows a negative and significant effect on purchasing intention. The food safety, halal certification, brand image, and perceived quality show the same effect which has no direct effect on purchasing intention. Furthermore, food safety has an indirect effect on purchasing intention through health reason. Halal certification has an indirect effect on minat beli through brand image variable. Meanwhile, brand image and perceived quality have an indirect effect through perceived value variable on purchasing intention.</em></p><p><em><br /></em></p><p>ABSTRAK</p><p>Indonesia adalah salah satu negara dengan populasi Muslim terbesar di dunia. Hal ini menyebabkan meningkatnya permintaan produk halal di Indonesia. Kesadaran untuk mengkonsumsi produk halal menjadi potensi pasar yang besar bagi produsen untuk memproduksi produk halal mereka. Saat ini, halal tidak hanya murni soal agama, tapi juga soal bisnis dan perdagangan. Tujuan dari penelitian ini adalah untuk mengetahui faktor-faktor yang mempengaruhi minat pelanggan dalam membeli pada makanan olahan halal. Kami menggunakan metode voluntery sampling dengan 109 responden yang merupakan pelanggan supermarket dan minimarket di Kota/Kabupaten Bogor, Indonesia. Sedangkan analisis data dilakukan dengan metode SEM-PLS. Penelitian ini menggunakan citra merek, persepsi kualitas, persepsi nilai, sertifikasi halal, kesehatan, kesadaran halal, dan Pemasaran halal sebagai faktor yang mempengaruhi niat pembelian halal pelanggan. Hasil penelitian menunjukkan bahwa kesadaran halal, alasan kesehatan, dan persepsi nilai berpengaruh positif dan signifikan terhadap niat beli. Pemasaran halal juga menunjukkan efek positif dan signifikan terhadap niat beli. Sedangkan pemasaran halal menunjukkan efek negatif dan signifikan terhadap niat beli. Keamanan pangan, sertifikasi halal, citra merek, dan kualitas yang dirasakan menunjukkan efek yang sama yang tidak berpengaruh langsung pada niat beli. Selanjutnya, keamanan pangan berpengaruh tidak langsung terhadap niat beli melalui alasan kesehatan. Sertifikasi halal memiliki efek tidak langsung terhadap niat beli melalui variabel citra merek. Sedangkan citra merek dan persepsi kualitasmemiliki pengaruh tidak langsung melalui persepsi nilai variable terhadap niat beli.</p>

scholarly journals Evaluating Customer Satisfaction Using the ACSI Model in a Themed Restaurant in Bangkok

2020 ◽  
Vol 11 (1) ◽  
pp. 55
Author(s):  
MuLong Mao ◽  
Paul James
Keyword(s):  
Environmental Factors ◽  
Customer Satisfaction ◽  
Perceived Value ◽  
Perceived Quality ◽  
Quality Service ◽  
Systematic Random Sampling ◽  
Customer Expectation ◽  
Customer Feedback ◽  
Service Factors ◽  
Effective Service

This is a research paper that is focused on evaluating the effects of associated factors (Quality, Service and Environmental) that influence customer satisfaction at a small restaurant.This research uses a defined population of 500 restaurant members. The calculated sample size was 222 respondents chosen using systematic random sampling. Data analysis was conducted through SPSS, v23. Appropriate tests were applied to 4 variables determined as Customer Expectation, Perceived Quality, Perceived Value and customer satisfaction extracted from the ACSI index.The result shows that females are the target purchase group. Environmental factors respond mostly to Customer expectation and Perceived Quality; Quality and Environmental factors respond mostly to Perceived Value, Quality and Service; and Environmental factors influence Customer Satisfaction. From this study, Perceived Quality and Perceived Value are significantly positive for customer satisfaction but Customer expectation does not appear to positively affect customer satisfaction.The results indicate that customers focus on the actual experience achieved and overall feeling relating to the product and service experience - which together appears to support the ACSI theory. The assessment revealed that quality and service factors relating to Customer Expectation and Perceived Quality; Service/Environmental factors relating to Perceived Value need to be facilitated, as it can improve overall customer satisfaction for small restaurants. Moreover, it was realised that the demand for further examination related to the customer satisfaction is high and the need for developing more effective service delivery improvements centred on customer feedback.

scholarly journals Hospital Brand Image, Service Quality, and Patient Satisfaction in Pandemic Situation

2021 ◽  
Vol 10 (2) ◽  
pp. 119-127
Author(s):  
Tjokorda Gde Raka Sukawati
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Service Users ◽  
Quality Service ◽  
Test Results

The aim of this research was to analyze the effect of hospital brand image, service quality, and patient satisfaction on hospital service users in Denpasar, Bali. This study was conducted during the current pandemic. This study aimed at testing the important mediation role of service quality in relation to hospital brand image on patient satisfaction. This study took the research samples of 81 respondents who used medical services at hospitals in Denpasar. The simple random sampling technique was used to collect the data. The hypothesis test results show that hospital brand image positively, significantly influences patient satisfaction. Hospital brand image positively, significantly influences service quality. Service quality positively, significantly influences patient satisfaction.

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 The Effect of Quality Care on Patient Loyalty Mediated with Patient Satisfaction and Moderated by Age and Gender (Study in Outpatients at a Private Hospital)

2021 ◽  
Vol 6 (2) ◽  
pp. 96-112
Author(s):  
Ricca Ricca ◽  
Ferdi Antonio
Keyword(s):  
Patient Satisfaction ◽  
Private Hospital ◽  
Quality Care ◽  
Business Climate ◽  
Age And Gender ◽  
Hospital Managers ◽  
Patient Loyalty ◽  
Managerial Implications ◽  
And Gender ◽  
Positive Effect

An increasingly competitive business climate and changes in patient behavior, fostering hospital managers to pay more attention in regard to factors that could affect patient loyalty. Quality care is well known as a major contributor to patient loyalty. The purpose of this study is to examine the effect of quality care on patient loyalty with patient satisfaction as the mediating variable, while age and gender as the moderators. This research model was tested empirically in outpatients at a private hospital. The results demonstrate that quality care has a significant positive effect on patient loyalty. Several managerial implications were found for hospital management to increase patient loyalty, especially considering the gender of the patient in providing services.

scholarly journals Prediksi Brand Equity Dan Perceived Value Terhadap Purchase Intention

2020 ◽  
Vol 2 (3) ◽  
pp. 783
Author(s):  
Richard Tan ◽  
Herlina Budiono
Keyword(s):  
Brand Equity ◽  
Purchase Intention ◽  
Sampling Method ◽  
Brand Image ◽  
Perceived Value ◽  
Perceived Quality ◽  
Brand Awareness ◽  
Convenience Sampling

The purpose of this research is to examine whether 1) brand image can predict purchase intention of consumers Aice in West Jakarta.2) brand awareness can predict purchase intention of consumers Aice in West Jakarta.3) perceived quality can predict purchase intention of consumers Aice in West Jakarta.4) perceived value can predict purchase intention of consumers Aice in West Jakarta. Sample was selected using convenience sampling method amounted to 150 respondents at West Jakarta. The result of this study show that brand image has significant effect to predict purchase intention, brand awareness and perceived value have significant effect to predict purchase intention, and perceived quality has no significant effect to predict purchase intention.  Tujuan dari penelitian ini adalah untuk menguji apakah 1) citra merek dapat memprediksi niat pembelian es krim Aice di Jakarta Barat. 2) kesadaran merek dapat memprediksi niat pembelian es krim Aice di Jakarta Barat. 3) persepsi kualitas dapat memprediksi niat pembelian es krim Aice di Jakarta Barat. 4) persepsi nilai dapat memprediksi niat pembelian es krim Aice di Jakarta Barat. Sampel dipilih menggunakan metode convenience sampling berjumlah 150 responden di Jakarta Barat. Hasil penelitian ini menunjukkan bahwa citra merek memiliki pengaruh signifikan untuk memprediksi niat pembelian, kesadaran merek dan persepsi nilai memiliki pengaruh signifikan untuk memprediksi niat pembelian, dan persepsi kualitas terbukti tidak mampu memprediksi niat pembelian.

scholarly journals Assessing the Factors Influencing Customer Satisfaction at a Specialised Boutique Restaurant in Bangkok

2020 ◽  
Vol 10 (4) ◽  
pp. 50
Author(s):  
Chun Zhang ◽  
Paul James
Keyword(s):  
Environmental Factors ◽  
Customer Satisfaction ◽  
Perceived Value ◽  
Perceived Quality ◽  
Quality Service ◽  
Research Model ◽  
Quality Factors ◽  
Customer Expectation ◽  
Factors Influencing ◽  
Service Factors

This paper evaluates the effects of associated factors (Quality, Service, and Environmental) that influence customer satisfaction at a single, stand-alone boutique restaurant. It uses ACSI as a research model to study customer satisfaction.This research uses a defined population of 4800 restaurant visitors over, for 60 days representing a previous, specific, and focused marketing exercise. The calculated sample size was 369, where respondents were chosen using systematic random sampling.Data analysis is conducted using appropriate tests that are applied to 4 variables determined as Customer Expectation, Perceived Quality, Perceived Value, and customer satisfaction extracted from the ACSI index.The study result shows that females are the target purchase group. Environmental factors respond primarily to Customer expectation and Perceived Quality; Quality and Environmental factors respond mostly to Perceived Value, Perceived Quality, Service factors that influence Customer Satisfaction. From this study, Perceived Quality and Perceived Value are significantly positive for customer satisfaction， but Customer expectation does not positively affect customer satisfaction.The results further indicate that customers focus on the experience, the authentic experience achieved expectation, and overall feeling after product and service experience. The results support the ACSI theory. The assessment revealed that Quality and Service factors relating to Customer Expectation and Perceived Quality factors relating to Perceived Value need to facilitate, as it can improve overall customer satisfaction for small restaurants.

scholarly journals Level of Patient Satisfaction in the Dental Polyclinic of Puskesmas Merdeka Palembang

2019 ◽  
Vol 6 (2) ◽  
pp. 104-108
Author(s):  
Nur Adiba Hanum ◽  
Dhandi Wijaya ◽  
Lilik Indrawati
Keyword(s):  
Economic Growth ◽  
Qualitative Research ◽  
Patient Satisfaction ◽  
Health Workers ◽  
Dental Health ◽  
Service Systems ◽  
Quality Service ◽  
Business World ◽  
Rapid Economic Growth ◽  
Patient Loyalty

Rapid economic growth makes competition and competition in the business world even tighter, as well as businesses in health services, which are required to be able to meet the needs and desires of patients who are not only limited to their services. Puskesmas that want to develop must be able to maintain patient loyalty by providing satisfaction to their patients by providing quality services. This study aims to determine the level of patient satisfaction on services at the Dental Polyclinic of the Puskesmas Merdeka. This research is a qualitative research conducted in March 2019 on 62 patients in the dental polyclinic during the period of March 2019 which was taken by accidental sampling. Data obtained using a questionnaire consisting of three variables, the professionalism of dental health workers, service systems, and facilities in the dental polyclinic. The level of patient satisfaction is the percentage of the total score against the total score and categorized as very satisfied, satisfied, quite satisfied, dissatisfied, and very dissatisfied. The results showed that the level of patient satisfaction on the professionalism of dental health workers, service systems, and facilities in the dental polyclinic was 87.01%, 84.71%, and 84.55%, and all in very satisfied category. It can be concluded that the services at the Dental Polyclinic of the Puskesmas Merdeka is a quality service.

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.  

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