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All Journal Journal The Winners Gadjah Mada International Journal of Business Syntax Literate: Jurnal Ilmiah Indonesia JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Ultima Management : Jurnal Ilmu Manajemen EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Mantik Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Enrichment : Journal of Management Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Quantitative Economics and Management Studies Prosiding Konferensi Nasional PKM-CSR Indonesian Marketing Journal International Journal of Cyber and IT Service Management (IJCITSM) Media Bina Ilmiah Proceeding National Conference Business, Management, and Accounting (NCBMA) Proceeding of International Conference on Entrepreneurship (IConEnt) Jurnal Penelitian Pendidikan Indonesia Proceeding of International Conference on Global Innovation and Trends in Economy Blockchain Frontier Technology (BFRONT)
Tan, Pauline H. Pattyranie
Universitas Pelita Harapan
Religion Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Public Health Social Sciences Other

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Effect of Perceived Healthcare Service Quality on Patient Loyalty Mediated by Patient Satisfassction at XY Hospital (Servqual Dimensional Approach) Lidya Suryany Holiwono; Pauline H. Pattyranie Tan
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 4, No 4 (2021): Budapest International Research and Critics Institute November
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v4i4.2932

Abstract

The purpose of this study was to determine 1) the effect of hospital safety on patient satisfaction, 2) the effect of infrastructure on patient satisfaction, 3) the effect of staff competence on patient satisfaction, and 4) the influence of hospital safety, infrastructure and staff competence on patient loyalty mediated by patient satisfaction. At XY Hospital. The results of the study show several findings 1) the effect of hospital safety on patient satisfaction shows that the relationship between the two is positive 2) the influence of infrastructure on patient satisfaction shows that the quality of infrastructure increases, patient satisfaction also increases, 3) the influence of staff competence on patient satisfaction shows a direct influence by staff competence on patient satisfaction, 4) the effect of patient satisfaction on patient loyalty shows that patient satisfaction has a significant and positive effect on patient loyalty, the effect of hospital safety on patient loyalty mediated by patient satisfaction shows that health services affect patient loyalty through patient satisfaction. The effect of infrastructure on patient loyalty mediated by patient satisfaction shows that there is an indirect effect of hospital infrastructure on patient loyalty mediated by patient satisfaction. The effect of staff competence on patient loyalty by mediating patient satisfaction shows that there is a significant indirect effect of staff competence on patient loyalty mediated by patient satisfaction.
Effect of Privacy and Safety, Communication, and Physical Environment on Patient Satisfaction and Their Impact on Loyalty (Study at a Dental Clinic in West Jakarta) Annamaria Gabriela; Pauline H.P. Tan
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 5, No 2 (2022): Budapest International Research and Critics Institute May
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i2.4825

Abstract

To determine the effect of privacy and safety, communication, as well as physical environment mediated by patient satisfaction on patient loyalty (Study at a Dental Clinic in West Jakarta). Method: The type of research used is quantitative using the PLS-Structural Equation Modeling (SEM) approach using SMART PLS software. The sample used in this study were 290 dental clinic consumers. Data collection tools in the form of a questionnaire. Result: Privacy and safety, communication, and physical environment have a positive and significant impact on patient satisfaction. Patient satisfaction has a significant and positive effect on customer loyalty. Conclusion: Privacy and safety, communication, and physical environment mediated by patient satisfaction on patient loyalty are all supported hypotheses.
Co-Authors Agung Rizky Alexander Kaunang Andrew Chandra Annamaria Gabriela Antonio, Ferdi Chiquita Purnomo Danet Arya Patria Dwi Nur Ramadhan Felix Setiawan Budi Felix, Nicholas Frederick Wilson Frederick Wilson Hutabarat, Zoel Indah Lestari Tuhatelu Iren Ongko Irianti, Antania Hanjani Jacob, Michael Rusiviro Jennifer Chandra Jhonatan Leonard Kusuma KENI KENI Kewell Chung Kwok Zhong Kyle Christopher Suhaili Levina Deslie Nicola Lidya Suryany Holiwono Martinus Tukiran Maudy Mikha Maria Tambayong Mochamad Deya Najmuddin Moses Lorensius Parlinggoman Hutabarat Mujahidah, As Syifa Nasir, Floretta Viasasky Denny Nicholas Wilson Ongko, Iren Patricia Patricia, Patricia Pramintasari, Erina Pricillia Caroline Mantiri Qurotul Aini Rindi, Sakina Bhayang Samuel, Sylvia Sari, Citra Eka Sekar, Huga Setiawan, Shirleena Tharis Tiona Thomas Green Tiona, Tharis Wuisan, Dewi Yohana F. Cahya Palupi Meilaini Yosef Budiman