Article Per Year (5 Year)
p-Index From 2021 - 2026
0.444
P-Index
This Author published in this journals
All Journal IIJSE Jurnal Ilmu Manajemen
Natasha Waya
Unknown Affiliation
Economics, Econometrics & Finance Social Sciences

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Pengaruh Service Experience terhadap Patient Loyalty melalui Perceived Value dan Patient Trust di RS Swasta XYZ di Kota Tangerang Natasha Waya; Hendra Achmadi
Jurnal Ilmu Manajemen Vol. 15 No. 2 (2026): Jurnal Ilmu Manajemen (On Progress)
Publisher : Universitas Muhammadiyah Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32502/jim.v15i2.762

Abstract

Tight competition in Indonesia’s healthcare sector highlights the need for hospitals to strengthen patient loyalty. While perceived value and patient trust are recognized as key determinants, the mediating role of trust in the value–loyalty relationship remains understudied. This study examines the effect of service experience on perceived value, the effect of perceived value on patient loyalty, and the mediating role of patient trust among patients at RS SWASTA XYZ in Tangerang. Using a cross-sectional design and purposive sampling, respondents completed an online questionnaire measuring service experience, perceived value, trust, and loyalty. Data were analyzed using SEM-PLS. Results show that service experience significantly increases perceived value, and perceived value significantly enhances patient loyalty. Perceived value does not significantly influence patient trust. Patient trust strongly affects loyalty and significantly mediates the relationship between perceived value and loyalty. These findings highlight the central role of service experience and trust in shaping patient loyalty within private hospital settings.
The Effect of Hospital Service Management Quality on Patient Satisfaction at Siloam Lippo Village Hospital Building B Karawaci Albert Diaz Pratama; Kayla Putri Legawa; Natasha Waya; Innocentius Bernarto
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 7 No 3 (2024): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v7i3.5038

Abstract

The development of technology and information increases public understanding, making them more selective in choosing health services. Therefore, hospitals must provide the best service with good management and planning, as well as quality workers. Objective: This study aims to determine and explain the effect of hospital service management quality on patient satisfaction at Siloam Lippo Village Hospital Building B Karawaci, based on a review of literature and previous research. This study applies a basic method in the form of a quantitative descriptive method. The quantitative descriptive method is a systematic approach to answering a problem and gaining a deeper understanding of a phenomenon. This study evaluates the relationship between various aspects of hospital service quality, such as management service quality, technical, empathy, responsiveness, accessibility, responsibility, security, patient involvement, and other elements such as communication, access and waiting time, and quality of care, with patient satisfaction. The results of the analysis show that the majority of these factors have a positive and significant effect on patient satisfaction, except for some elements that do not show a significant effect. This study makes an important contribution to understanding the factors that influence patient satisfaction in hospitals, by highlighting the importance of holistic service quality management to improve patient experience and satisfaction.
Co-Authors Albert Diaz Pratama Hendra Achmadi, Hendra Innocentius Bernarto, Innocentius Kayla Putri Legawa