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All Journal Ilomata International Journal of Management Ilomata International Journal of Management
Ahman Kuktur Hia
Pertiwi School of Economics
Decision Sciences, Operations Research & Management Social Sciences

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Determinant of Customer of Loyalty in Healthcare Industry : Mediating Role of Customer Trust Endang Saefuddin Mubarok; Arif Kurniawan; Rahmat Hidayat; Ahman Kuktur Hia; Euis Bandawaty
Ilomata International Journal of Management Vol 3 No 1 (2022): January 2022
Publisher : Yayasan Ilomata

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (729.558 KB) | DOI: 10.52728/ijjm.v3i1.406

Abstract

This research aimed at understanding the effect of service quality, clinic image, and price/tariff on patient trust and loyalty. The multivariate analysis with descriptively and explanatorily-quantitative method was used for this research. The samples of the research were 120 respondents. Data collection was carried out using a questionnaire instrument and was subsequently analyzed by using Structural Equation Modeling (SEM). The results of this research concluded that the service quality and price/tariff had a significant effect on trust and clinic image had no significant effect on patient trust. The quality of service, clinic image, and price/tariff had a significant effect on patient loyalty, while trust had no significant effect on patient loyalty. Trust can mediate the effect of clinical image on patient loyalty. However, trust cannot mediate the effect of service quality and price/tariff on patient loyalty. The strength value of the dependent variable shown by the calculation of multiple correlation values (R2), both trust and patient loyalty are significant.
Determinant of Customer of Loyalty in Healthcare Industry : Mediating Role of Customer Trust Endang Saefuddin Mubarok; Arif Kurniawan; Rahmat Hidayat; Ahman Kuktur Hia; Euis Bandawaty
Ilomata International Journal of Management Vol 3 No 1 (2022): January 2022
Publisher : Yayasan Ilomata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52728/ijjm.v3i1.406

Abstract

This research aimed at understanding the effect of service quality, clinic image, and price/tariff on patient trust and loyalty. The multivariate analysis with descriptively and explanatorily-quantitative method was used for this research. The samples of the research were 120 respondents. Data collection was carried out using a questionnaire instrument and was subsequently analyzed by using Structural Equation Modeling (SEM). The results of this research concluded that the service quality and price/tariff had a significant effect on trust and clinic image had no significant effect on patient trust. The quality of service, clinic image, and price/tariff had a significant effect on patient loyalty, while trust had no significant effect on patient loyalty. Trust can mediate the effect of clinical image on patient loyalty. However, trust cannot mediate the effect of service quality and price/tariff on patient loyalty. The strength value of the dependent variable shown by the calculation of multiple correlation values (R2), both trust and patient loyalty are significant.
Co-Authors Ali Djamhuri Arif Kurniawan Endang Saefuddin Mubarok Euis Bandawaty Rahmat Hidayat