Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit)
Ratri, Ayuningtyas Dewi
Unknown Affiliation
Economics, Econometrics & Finance Health Professions Medicine & Pharmacology Nursing Public Health

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Effect of The Mediation Role of Value Co-Creation on Patient Participation and Customer Relationship Management (CRM) on Patient Loyalty Ratri, Ayuningtyas Dewi; Aini, Qurratul
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol. 13 No. 3 (2024): December 2024
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.v13i3.506

Abstract

Patient loyalty has become a critical success factor for healthcare institutions in the evolving healthcare landscape. The hospital seeks to differentiate itself by emphasizing patient-centered care, robust CRM systems, and the value of co-creation. This research analyzed the mediation of value co-creation on patient participation and customer relationship management toward patients' loyalty at the Obstetrics and Gynaecology Polyclinic of Islamic Hospital of Hj. Siti Muniroh Tasikmalaya. This quantitative methodology used a cross-sectional survey and primary data from the questionnaire. The sample size was 271 patients. The sampling technique used purposive sampling, a sampling technique with the criteria. The analysis technique was Partial Least Square (PLS). The result indicated that the patient’s participation and customer relationship management toward loyalty had a mediation effect from the value co-creation variable. Patient participation and CRM affect value co-creation in outpatients at the Obstetrics and Gynaecology Polyclinic of the Islamic Hospital of Tasikmalaya, both partially and simultaneously. The hospital should actively engage patients in co-creating healthcare experiences by involving them in treatment decisions, personalized care plans, and feedback loops. Then, the implication of this research was to enhance value co-creation, which could increase patient satisfaction, leading to higher loyalty and more effective CRM efforts.
Co-Authors Qurratul Aini