Najmuddin, Mochamad Deya (2023) The antecedent of patient satisfaction and its impact on loyalty at inpatient care (case study at XYZ hospital Cirebon). Masters thesis, Universitas Pelita Harapan.
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Abstract
Patient loyalty is an important factor contributing to an increase in inpatient visits to hospitals. This study aims to understand the importance of patient loyalty in the context of increasing patient visits. This study examines the impact of service quality variables, hospital brand image, patient perceived value and patient satisfaction on patient loyalty. This study was conducted in Cirebon City, Indonesia, with a sample of 160 eligible samples from state-owned XYZ hospital. The sample criteria were patients with hospitalization status. Then, this study developed 8 hypotheses to test the statistical relationship between direct, intervening and multiple-effect models. Problem-solving and research focus are carried out using a quantitative method approach with a PLS-SEM-based testing tool. The bootstrapping method is being used with the constant bootstrapping step to demonstrate the results of hypothesis testing; we find that the overall hypothesis has a positive and significant effect. In testing the importance-performance map analysis (IPMA) it was concluded in this study that the hospital's brand image needs to be improved, while service quality needs to be maintained to achieve high patient loyalty
| Item Type: | Thesis (Masters) | ||||||||
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| Uncontrolled Keywords: | Patient Loyalty ; Patient Satisfaction ; Perceived Value ; Brand Image ; Service Quality | ||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Medicine > Master of Hospital Administration Current > Faculty/School - UPH Karawaci > Faculty of Medicine > Master of Hospital Administration |
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| Depositing User: | Users 29666 not found. | ||||||||
| Date Deposited: | 01 Aug 2023 08:13 | ||||||||
| Last Modified: | 01 Aug 2023 08:13 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/57225 |
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