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Satisfaction Mediating the Effect of Nursing Service Quality and Hospital Image on Patient Loyalty
| Content Provider | Semantic Scholar |
|---|---|
| Author | Hasan, Elizabeth. |
| Copyright Year | 2018 |
| Abstract | This study aimed to analyze and test the satisfaction that mediated the effect of nursing service quality and hospital image on loyalty. This applied a technique of accidental sampling; and the samples were patients' family in the Makkasau Parepare Hospital and the Lasinrang Pinrang Hospital. There were 280 respondents who were considered at least having junior-high education, treating the patients for 3 days, and taking care of the patients twice within the two observed hospitals. As the results, this study found that the service quality and hospital image affected the patients' loyalty. The better nursing service quality and the higher degree of hopsital image would lead for respondents' greater loyalty. Thus, the respondents' satisfaction mediated the effect of nursing service quality on loyalty; and satisfaction would not mediate the hospital image on loyalty. Background The new paradigm of health-care industry necessitates hospitals to provide service quality as the needs and desires of patients. The current issue of service quality is the augmenting numbers of competitors among health-care providers. The providers are expected to improve their service quality for rising customers' satisfaction. Thus, the hospitals have to identify the variety of customers' needs as well as to develop the customers' satisfaction towards the given nursing services for establising the customers' loyalty. In particular, the patients who feel satisfactory with a hospital's nursing service will take further actions in using its services; visit the hospital again in the future and inform others for the hospital's qualified service performance. Loyalty has been considered as the positive attitude of customers or patients to have repeated visits in a hospital. Loyal customers tend to return for having further health care. Accordingly, this study intended to investigate the loyalty of patients in the Public Hospitals, located in Ajatappareng, Parepare, South Sulawesi, Indonesia. However, its nursing service quality and hospital image were indicated less optimal and its inpatients decreased. Accordingly, further actions need to be done for the hospital improvement; and this research results will contribute for healthcare service improvement. Theoretical Framework International Journal of Economics, Business and Management Research Vol. 2, No. 02; 2018 |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://ijebmr.com/uploads2018/IJEBMR_02_181.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
