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

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.

INCREASE CUSTOMER AFFECTION: FOCUSING ON JUSTICE PERCEPTION EFFECT TO THE LOYALTY

This research was aimed to determine the direct and indirect effect of justice perception, which would be analyzed in this research and based on three dimensions as distributive justice, interactional justice, and procedural justice to the customer affection and loyalty of patients in Xxx Hospital Malang. The research population covered the patients or families who have complained about service failure in the hospital. This data was based on the data from the public relation of Xxx Hospital Malang in 2018. The total sample was 232 respondents who had been selected through the saturated sampling method. The data was analyzed through the Partial Least Square PLS technique in SmartPLS 3.0 program application. The research finding indicated that distributive justice did not significantly affect customer affection from the three construct dimensions of justice perception. In contrast, the interactional justice and procedural justice affected positively and significantly the customer affection, and then the customer affection affected positively and significantly patient loyalty. This result showed that the higher interactional justice and procedural justice of patients would determine the higher customer affection of patients to Xxx Hospital Malang. The higher customer affection would determine the higher patient loyalty. For further research is recommended to re-explore the research variables that might affect the customer affection and loyalty directly on similar research objects or other hospitals, for instance, customer satisfaction, revisit intention, WOM, and other aspects. The next researches should also be done by developing the research model and using samples with different characteristics.

Analysis of Factors Related to Patient Loyalty During The Covid-19 Pandemic at The Ciasmara Health Center in 2021

Since the Covid-19 pandemic occurred in March 2020 in Indonesia, many aspects of life have been affected, including health care facilities. This condition has changed people's lifestyles, community visits to health care facilities have decreased. Public interest in visiting public health service facilities has also decreased. One of the public health facilities that feel the impact is the Public Health Center. The purpose of this study was to determine the factors - factors associated with patient loyalty at the Public Health Center. This type of research is quantitative analytic with a cross-sectional approach, the types of statistical tests used are the Chi-square test and Logistic Regression test. The location of the research was at the Ciasmara Health Center, the time of the study was from January to July 2021. The number of samples was 120 respondents, the sampling technique was total sampling. The results of the univariate analysis showed that most of the respondents were not loyal to Public Health Center services, namely 51.7%. The results of the chi-square test showed that of the 7 independent variables studied, only 3 variables were significant on patient loyalty (p-value < 0.05), namely: attitude (0.021), service quality (0.034), and employee performance (0.024). While the variables of knowledge, economic level, distance from the house, and infrastructure are not significant because the p-value > 0.05. The results of the logistic regression test showed that the most dominant factor related to patient loyalty was employee performance. The quality of service and employee performance at the Public Health Center needs to be improved as long as it is through improving services and providing rewards and punishments for employees who perform well and poorly. Next, the patient's attitude needs to be improved through education and counseling carried out by the Public Health Center.

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

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.

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)

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.

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

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.