Determinant of Customer of Loyalty in Healthcare Industry : Mediating Role of Customer Trust

Mubarok, Endang Saefuddin; Kurniawan, Arif; Hidayat, Rahmat; Hia, Ahman Kuktur; Bandawaty, Euis

doi:10.52728/ijjm.v3i1.406

Cited by 3 publications

(5 citation statements)

References 31 publications

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“…The study revealed that it takes commitment and a sense of responsibility toward the patient to generate trust. 43,44…”

Section: Resultsmentioning

confidence: 99%

The Effect of Perceived Value, Brand Image, Satisfaction, Trust and Commitment on Loyalty at XYZ Hospitals, Tangerang

Trisno,

Berlianto

2023

Jurnal Manajemen Kesehatan Indonesia

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Patient loyalty is a significant aspect of marketing strategies in the health industry, including hospitals. Loyal patients will return for treatment and recommend the hospital to others, and this can reduce marketing expenditure. Patient loyalty can be influenced by several factors, such as satisfaction, perceived value, commitment, trust, and brand image. If the patient's necessity meets their expectation, they will be loyal to the hospital. This study aims to find the positive effect of the independent variable, in the form of perceived value and brand image, towards the dependent variable, i.e., loyalty. Furthermore, the mediating variables are trust, commitment, and satisfaction, which can affect loyalty in private hospitals accredited by KARS and JCI. This research was conducted by distributing questionnaires via a google form. The data collected in this study were 261 respondents treated at XYZ Hospital, using a purposive sampling technique. The data in this study were analyzed using partial lease square-structural equation modeling (PLS-SEM) with the SmartPLS application. The results of this study showed that brand image, commitment, and satisfaction have a positive impact on loyalty; the brand image has a positive impact on satisfaction; Perceived value has a positive impact on trust and satisfaction; satisfaction has a positive impact on trust and commitment. Moreover, perceived value and trust do not demonstrate a positive impact on the study.

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“…The study revealed that it takes commitment and a sense of responsibility toward the patient to generate trust. 43,44…”

Section: Resultsmentioning

confidence: 99%

The Effect of Perceived Value, Brand Image, Satisfaction, Trust and Commitment on Loyalty at XYZ Hospitals, Tangerang

Trisno,

Berlianto

2023

Jurnal Manajemen Kesehatan Indonesia

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“…Tarif menentukan terciptanya kepercayaan dan loyalitas pelanggan yang sebagai konsekuensinya dalam menentukan mereka, harga/tarif harus kompetitif dan juga diikuti dengan peningkatan kualitas dari layanan yang menyenangkan. Peningkatan tarif disertai dengan peningkatan kualitas pelayanan dapat membuat konsumen senang selama merasakan manfaat dari pelayanan tersebut serta mendorong kepercayaan dan loyalitas pelanggan (Mubarok et al, 2022).…”

Section: Kajian Teoriunclassified

“…Berdasarkan temuan sebelumnya dari (Suhaily dan Darmoyo 2017) serta (Mubarok et al, 2022) melakukan studi terkait hubungan pengaruh antara tarif/biaya terhadap customer trust, hasil studi menyatakan bahwa tarif/biaya berpengaruh secara positif serta signifikan dengan customer trust. Karena itu, mengacu pada teori serta studi penelitian yang telah dipaparkan sebelmnya, peneliti akan menyimpul hipotesis kedua yaitu: H2: Rates berpengaruh positif dan signifikan terhadap Customer Trust.…”

Section: Kajian Teoriunclassified

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Peranan E-Service Quality, Rates Dan Customer Trust Bagi Repurchase Intention Jasa Kurir

Safitri¹,

Rizan²,

Rahmi³

2023

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The main objective of this study is to find out the direct and indirect effects of e-service quality and rates on repurchase intention with customer trust as the mediation. The research sample consisted of 250 respondents collected through the distribution of questionnaires. The data processing software employed is SPSS and LISREL 8.8 for the Structural Equation Model (SEM) method. The research sample consisted of 250 respondents, collected by distributing questionnaires online. Additionally, e-service quality together with rates also have a significant and positive effect on repurchase intention, both with or without the mediating role of customer trust. Furthermore, customer trust also has a significant and positive influence on repurchase intention. Therefore, if a courier service company aims to enhance repurchase intention, it needs to improve the quality of electronic services provided and offer competitive rates to customers. This will foster trust and boost the likelihood of repeat purchases.

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“…Nas linhas de pensamento, várias pesquisas realizadas têm tentado examinar pontos determinantes para a fidelização dos clientes em vários setores, elencando itens essenciais como: a imagem de marca, qualidade de serviço, confiança e preço (Mubarok et al, 2022;Haris et al, 2021;Akunja, 2020;Krisnanto, 2019;Anwar;Min & Dastagir, 2019;Risnawati;Sumarga;& Purwanto, 2019;Juliantari;Suardhika & Kusuma, 2018;Darwanti & Ratnasih, 2018;Karunaratna & Kumara, 2018;Khoironi;Syah & Dongoran, 2018;Chen;Nan & Li, 2018;Dimyati & Subagio, 2016). No entanto, ainda há necessidade de novas pesquisas no setor para investigar mais a fundo como ocorrem essas relações.…”

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Fidelização de consumidores em companhias seguradoras: uma análise com Equações Estruturais

Farias¹,

Cieslak²,

Akoumani³

et al. 2023

R. G. Secr.

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Este artigo apresenta uma considerável e atual revisão da literatura sobre satisfação e consequentemente a fidelização de clientes em companhias seguradoras, bem como procurou analisar se seria possível explicar a fidelização por meio da presença da marca, da estrutura física e da qualidade no atendimento, proporcionada pela equipe de colaboradores. O objetivo foi elaborar um modelo estrutural capaz de mensurar e indicar as relações existentes entre tais variáveis. Como metodologia, partiu-se de uma série de técnicas estatísticas, especialmente ligadas a Modelagem de Equações Estruturais para se determinar um modelo estrutural, o qual foi capaz de explicar 57,4 % das variações encontradas, desenvolvido a partir de respostas a questionário composto por doze perguntas, aplicado a cem clientes de uma seguradora com sede na cidade de Curitiba/PR. Os resultados indicaram ligações significativas entre as variáveis marca estrutura e a equipe de corretores na fidelização dos clientes, reforçando essas relações aos gestores das companhias, que devem, por sua vez, zelar pela qualidade dos atendimentos realizados, visando a preservação da imagem e confiança da marca, destacados como fortes fatores impulsionadores da fidelização de clientes.

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Determinant of Customer of Loyalty in Healthcare Industry : Mediating Role of Customer Trust

Cited by 3 publications

References 31 publications

The Effect of Perceived Value, Brand Image, Satisfaction, Trust and Commitment on Loyalty at XYZ Hospitals, Tangerang

The Effect of Perceived Value, Brand Image, Satisfaction, Trust and Commitment on Loyalty at XYZ Hospitals, Tangerang

Peranan E-Service Quality, Rates Dan Customer Trust Bagi Repurchase Intention Jasa Kurir

Fidelização de consumidores em companhias seguradoras: uma análise com Equações Estruturais

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