The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

Jurnal Manajemen Teori Dan Terapan

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Field Value
 
Title The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital
 
Creator Pratama, Victor
Hartini, Sri
 
Subject health care service quality, patient satisfaction, patient loyalty, simple mediation model
 
Description This article aims to study the effect of perception of health care service quality on patient satisfaction and loyalty in mother and child hospital. The researcher tried to identify the effect and relationship of each variable. Data collected through an accidental sampling technique among 50 samples in two hospitals in Surabaya, and the data were analyzed using path analysis. The result suggests that the perception of health care service quality does not significantly have a positive effect on patient loyalty. At the same time, there are significant and positive effects on the relationship between the perception of health care service quality and patient satisfaction. Patient satisfaction significantly has a positive effect on patient loyalty. Furthermore,  patient satisfaction as a mediator variable mediates the relationship between the perception of health care service quality and patient loyalty. These findings emphasize the importance of these aspects to develop a better mother and child hospital.
 
Publisher Universitas Airlangga
 
Contributor
 
Date 2020-12-06
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://e-journal.unair.ac.id/JMTT/article/view/21139
10.20473/jmtt.v13i3.21139
 
Source Jurnal Manajemen Teori dan Terapan; Vol 13, No 3 (2020); 234-253
2548-2149
1979-3650
 
Language eng
 
Relation https://e-journal.unair.ac.id/JMTT/article/view/21139/pdf
 
Rights Copyright (c) 2020 Victor Pratama, Sri Hartini
http://creativecommons.org/licenses/by/4.0
 

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