Main Article Content
Abstract
Purpose – This study investigates the impact of service quality and corporate image on customer experience and loyalty within health institutions.
Methodology – Utilizing a correlation research design, data were collected from 80 hospital patients using a purposive sampling technique. Data were analyzed using regression analysis in SPSS version 25.
Findings – The findings reveal that Service quality and corporate image significantly enhance customer experience. Moreover, while service quality directly influences loyalty, the impact of corporate image on loyalty is mediated by customer experience.
Implications – The study suggests Hospitals should focus on improving service efficiency, communication, and patient satisfaction in order to strengthen patient loyalty. Additionally, cultivating a positive corporate image through patient interactions can further enhance the customer experience, leading to increased loyalty.
Originality – This study introduces a novel conceptual model that integrates customer experience as a mediating variable to explain loyalty dynamics in health institutions. This study's contributions are particularly relevant for hospital management, although the relatively small sample size may limit the broader applicability of the results.
Keywords
Article Details
Copyright (c) 2024 Chamdan Purnama, Mirhamida Rahmah, Dinda Fatmah; Syaiful Hasani; Yusriyah Rahmah, Zakiyah Zulfa Rahmah, Sugeng Mulyono, Chairul Anam
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References
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Abdullahi, U., Usman Kunya, S., Umar Raji, A., & Emmanuel Dsazu, W. (2023). Influence of entrepreneurship orientation on financial performance of construction SMEs in Nigeria. Journal of Sustainable Cities and Built Environment, 1(2). https://doi.org/10.58757/jscbe.ieofpcsn.02
Adiba, F., & Rosita, D. (2023). Pengaruh kompensasi terhadap kinerja karyawan melalui motivasi. Akses : Journal of Publik & Business Administration Science, 5(2), 8–17. https://doi.org/10.58535/jasm.v5i2.40
Akdere, M., Top, M., & Tekingündüz, S. (2020). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management and Business Excellence, 31(3–4), 342–352. https://doi.org/10.1080/14783363.2018.1427501
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Almuayad, K. M. A., & Chen, Y. (2024). Effect of knowledge management on employee job performance in Yemeni banking sector: The mediating role of job satisfaction. Journal of the Knowledge Economy. https://doi.org/10.1007/s13132-024-01791-6
Alolayyan, M. N., & AlFaraj, H. M. (2024). Evaluation of impact of Covid-19 precautionary measures and quality of services on the patient satisfaction in outpatient private clinics. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2024.2336642
Alolayyan, M. N., Hijazi, B., & Jalaileh, R. A. (2023). The association of patient safety culture with patient satisfaction: The role of the pharmacist’s performance. Journal of Patient Safety and Risk Management, 28(2), 68–77. http://dx.doi.org/10.1177/25160435231160445
Al Omari, F., & Hamid, A. B. A. (2022). Strategies to improve patient loyalty and medication adherence in Syrian healthcare setting: The mediating role of patient satisfaction. PLoS ONE, 17(11 November), 1–27. https://doi.org/10.1371/journal.pone.0272057
Altinay, L., Alrawadieh, Z., Tulucu, F., & Arici, H. E. (2023). The effect of hospitableness on positive emotions, experience, and well-being of hospital patients. International Journal of Hospitality Management, 110(November 2022), 103431. https://doi.org/10.1016/j.ijhm.2023.103431
Bai, S., Tan, Y., Zhao, J., Yu, D., Zhang, J., & Li, Q. (2024). How do patients' perceptions and doctors' images impact patient decisions? Deconstructing online physician selection using multimodal data. Heliyon, 10(7), e28563. https://doi.org/10.1016/j.heliyon.2024.e28563
Bashor, C., & Purnama, C. (2017). Factors affecting performance manager and its impact on competitive advantage: Studies small medium enterprises (SMEs) in the shoes industry Mojokerto East Java Province. Mediterranean Journal of Social Sciences, 8(4), 153–162. https://doi.org/10.1515/mjss-2017-0014
Berry, L. L., & Bendapudi, N. (2007). Health care: A fertile field for service research. Journal of Service Research, 10(2), 111–122. https://doi.org/10.1177/1094670507306682
Calzari, S., Villa, M., Mauro, S., Mirto, V., Bulloni, P., Zini, P., Deelen, P., Grassellini, P. R., Bernasconi, S., & Cassina, T. (2024). The intensive care unit diary as a valuable care tool: A qualitative study of patients’ experiences. Intensive & Critical Care Nursing, 80, 103558. https://doi.org/10.1016/j.iccn.2023.103558
Canfell, O.J., Woods, L., Meshkat, Y., Krivit, J., Gunashanhar, B., Slade, C., Burton-Jones, A., & Sullivan, C. (2024). The impact of digital hospitals on patient and clinician experience: systematic review and qualitative evidence synthesis. Journal of Medical Internet Research, 26, e47715. https://doi.org/10.2196/47715
Chao, S.-L., Yu, M.-M., & Wei, S.-Y. (2024). Ascertaining the impact of e-service quality on e-loyalty for the e-commerce platform of liner shipping companies. Transportation Research Part E: Logistics and Transportation Review, 184, 103491. https://doi.org/10.1016/j.tre.2024.103491
Chen, S.-C., & Lin, C.-P. (2015). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change, 96, 40–50. https://doi.org/10.1016/j.techfore.2014.11.011
Cohen, A. C., & Whitten, B. J. (2020). Parameter estimation in reliability and life span models. CRC Press.
Cui, A. S., & Wu, F. (2016). Utilizing customer knowledge in innovation: antecedents and impact of customer involvement on new product performance. Journal of the Academy of Marketing Science, 44(4), 516–538. https://doi.org/10.1007/s11747-015-0433-x
Darzi, M. A., Islam, S. B., Khursheed, S. O., & Bhat, S. A. (2023). Service quality in the healthcare sector: A systematic review and meta-analysis. LBS Journal of Management & Research, 21(1), 13–29. https://doi.org/10.1108/lbsjmr-06-2022-0025
Dewi, Hajadi, F., Handranata, Y. W., & Herlina, M. G. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain Supply Chain Management, 9(3), 631–636. https://doi.org/10.5267/j.uscm.2021.5.007
Etikan, I. (2016). Comparison of convenience sampling and purposive sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1. https://doi.org/10.11648/j.ajtas.20160501.11
Fook, T. N., Peng, L. M., & Mun, Y. W. (2024). Hospital brand image and trust leading towards patient satisfaction: medical tourists’ behavioural intention in Malaysia. Healthcare in Low-Resource Settings, 12(2). https://doi.org/10.4081/hls.2024.12276
Gazi, M. A. I., Mamun, A. Al, Masud, A. Al, Senathirajah, A. R. bin S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100227. https://doi.org/10.1016/j.joitmc.2024.100227
Gede Sadiartha, A. A. N., & Mirah Apsari, G. A. (2018). Role of satisfaction in mediating the effect of services quality on the customers’ loyalty in the village credit institutions of Pekraman, Indonesia. Journal of Business and Social Review in Emerging Economies, 4(2), 147–162. https://doi.org/10.26710/jbsee.v4i2.441
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