Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective

Ratnawati, Alifah; Cokrohadisumarto, Widiyanto bin Mislan; Kholis, Nur

doi:10.1108/jima-01-2020-0005

Cited by 21 publications

(20 citation statements)

References 32 publications

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“… 24 Satisfaction can be improved through variables such as reliability, empathy, and responsiveness, and the loyalty of patients will be strongly affected by satisfaction. 25 Abekah-Nkrumah et al 26 found that the ownership of health facility will not directly affect PS and PL.…”

Section: Literature Reviewmentioning

confidence: 99%

The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust

Liu

et al. 2021

INQUIRY

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This research is primarily focused on the issues of customer loyalty in the healthcare industry, particularly from the perspective of public hospitals in China. The research developed a theoretical model to test the relationship between patient satisfaction (PS), patient trust (PT), and patient loyalty (PL). The empirical data were collected from 1696 patients through the survey questionnaires from the public hospitals in Henan province. This research is an explanatory study, and adopts quantitative method. The measurement scales used in the survey were assessed and refined and the data analysis was performed using AMOS 19.0 to test the theoretical model and hypotheses developed. In addition, an exploratory factor analysis was used to identify the dimensions of PS, PT, and PL. Their reliability and validity were established through confirmatory factor analysis, and the structural equation modeling (SEM) was used in the related hypotheses. The findings indicate that PT is an important antecedent of PL, and PS has no direct relationship with PL. It is worth noting that PS can lead to PL with PT as the mediating variable. The survey results will help public hospital managers to formulate effective strategies and provide a basis for studying PL. The research will prompt hospital managers to pay attention to the factors which contribute to PS, PT, and PL, and maintain the loyalty of patients to medical institutions. This study is one of the few studies on the relationship between PS, PT, and PL in Chinese public hospitals, and it also explores the direct and indirect effects of PT on PL. The results have practical implications for the Chinese healthcare industry.

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Section: Literature Reviewmentioning

confidence: 99%

The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust

Liu

et al. 2021

INQUIRY

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“…Meanwhile, tabligh variable is related and close enough to customer satisfaction indicator such us, responsiveness and reliability which are demanded by customer while served in Islamic Bank (Ratnawati & Kholis, 2019;Ratnawati, Cokrohadisumarto, & Kholis, 2020). The last, fathana or intelligence is factor that shows Islamic Bank is up to date with recent and latest development.…”

Section: Discussionmentioning

confidence: 92%

Islamic Business Ethics as Customer Retention Factors in Islamic Bank: an Exploratory Factor Analysis

2022

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This study aims to explore the factors of Rasullah commendable qualities as partial variable in order to be able to test or examine that has been practiced by Islamic Bank employee at Ponorogo East Java Indonesia. Using 128 of respondents the data analyze quantitively. Data collected from respondent thorugh questionnaire responded on five point Likert scale. The data then analyzed employed Exploratory Factor Analysis (EFA) method using Varimax rotation, which reduced the data into several factors. The findings of this study indicates that commendable qualities of the Prophet Muhammad as business ethics indicators is emerged in 3 factors namely, siddiq, fathana, and tabligh, that probably would affect on costumer retention. Therefore, it is necessary future research to investigate the relationship 3 factors of commendable qualities of the Prophet Muhammad S.A.W. and customer retention in Islamic Bank especially in Ponorogo.

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“…Public satisfaction can be measured by a number of indicators, namely reliability, responsiveness (Kant & Jaiswal, 2017), empathy (Ratnawati et al, 2020), professionalism, information availability, staff attitude, (Lanin & Hermanto, 2019), image (Coutinho et al, 2019). The satisfaction of street vendors relocation in the city of Yogyakarta is basically influenced by the culture of the city government of Yogyakarta.…”

Section: Resultsmentioning

confidence: 99%

Cultural Dimensions, Communication, Public Opinion, and Consensus: A Study of the Implementation of Street Vendor Relocation Policy in Yogyakarta City, Indonesia

Mani

2020

HSSR

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Purpose of the study: This study aims to analyze the influence of cultural dimensions, communication, public opinion, and consensus on the successful implementation of street vendors relocation policy in Yogyakarta. Methodology: This research uses a quantitative method by testing hypotheses using path analysis. The respondents of this study were 258 people who were selected by cluster random sampling. Research data were collected using a questionnaire consisting of 100 questions. Main Findings: The research results show that to achieve successful implementation of urban street vendors relocation policy, the local government as a decision-maker must be able to recognize the public culture of policy targets, undertake various forms and processes of intensive communication, build positive public opinions and create consensus with primary policy objectives. Applications of this study: This research is applied in policy communication by the government in urban areas to street vendors, so that conflict and violence can be reduced. Novelty/Originality of this study: The research shows cultural dimensions that can be used in public policy involving communication, public opinion, and consensus.

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Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective

Cited by 21 publications

References 32 publications

The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust

The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust

Islamic Business Ethics as Customer Retention Factors in Islamic Bank: an Exploratory Factor Analysis

Cultural Dimensions, Communication, Public Opinion, and Consensus: A Study of the Implementation of Street Vendor Relocation Policy in Yogyakarta City, Indonesia

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