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All Journal BISMA (Bisma dan Manajemen) Jurnal Ekonomi Modernisasi DIRASAT Jurnal Manajemen & Pendidikan Islam Jurnal Ekonika : Jurnal Ekonomi Universitas Kadiri Jurnal Pendidikan Ekonomi & Bisnis (Edisi Elektronik) SINERGI: Jurnal Ilmiah Ilmu Manajemen JURNAL LENTERA : Kajian Keagamaan, Keilmuan dan Teknologi The Spirit of Society Journal : International Journal of Society Development and Engagement IJEBD (International Journal Of Entrepreneurship And Business Development) EQUILIBRIUM: Jurnal Ilmiah Ekonomi dan Pembelajarannya Proceeding of World Conference ATESTASI : Jurnal Ilmiah Akuntansi JURNAL EKONOMI (JE) Jurnal Terapan Manajemen dan Bisnis BISMA (Bisnis dan Manajemen) Journal of International Conference Proceedings
Arasy Alimudin
Department Of Management Faculty Of Economics And Business Narotama University, Surabaya, Indonesia
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Social Sciences Other

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Journal : SINERGI: Jurnal Ilmiah Ilmu Manajemen

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Model of Customer Value Approach for Improving Satisfaction of the Hospital Patients Alimudin, Arasy
Sinergi : Jurnal Ilmiah Ilmu Manajemen Vol. 7 No. 2 (2017)
Publisher : Economic and Bussiness Faculty, Dr Soetomo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1055.841 KB) | DOI: 10.25139/sng.v7i2.365

Abstract

Health service is highly demanded by public therefore it need to be balanced with the development of health care providers. The development of health care provider plays important role in determining service satisfaction. Hospitals which are unable to provide excellent quality service will loss customer value trust which lead to customer dissatisfaction.The present study aims to examineimpact of service quality and confidence in the value of patientinrelated to patient satisfaction. The present study utilizes 100 patients of inpatient hospital clinic in Surabaya as respondents in which the daya is analyzed by using SEM analysis technique. The result shows that direct effect of service quality on satisfaction is smaller than the indirect effect of service quality on customer satisfaction through value. Furthermore, direct effect of trust on satisfaction is smaller than indirect effect of trust on satisfaction through customer value.
Co-Authors Achmad Zakki Falani Achmad Zakki Falani Achmad Zakki Falani Agus Dwi Sasono Agus Sukoco Alexander Machicky Mayestino Ani Wulandari Ani Wulandari Ani Wulandari Ani Wulandari Arthur Daniel Limantara Asrul Ramadhanni Dahlia Septian Damarsari Ratnasahara Elisabeth Damarsari Ratnasahara Elisabeth David Martin Denik Wahyu Nilasari Elok Damayanti Elok Damayanti Farah Nurmalia Damayanti I Putu Artaya Iwan Sutrisna Joko Suyono Moh. Saleh Muh. Barid Nizaruddin Wajdi Muhammad Faiz Athoillah Novi Darmayanti Partomi Simangunsong Rusdianto Sesung Siti Yunqanzun Sri Wiwoho Mudjanarko, Sri Wiwoho Sukaris Suyono, Joko Yusuf Siswanto