Patient Satisfaction, Hospital Image and Patient Loyalty in West Sulawesi Province

Ramli, Abdul Haeba

doi:10.25105/ber.v16i2.5088

Cited by 50 publications

(42 citation statements)

References 51 publications

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“…The similarity of brand personality and the authenticity of brand extension (Sattayawaksakul et al, 2019). With technological development in recent years, consumers come to choose the products which can meet their brand demands, so a good brand image for an enterprise is the key to successful marketing (Ogba & Tan, 2009;Ramli, 2017). When consumers have brand awareness, the value of the brand makes consumers remain loyal to the products, and thus positively influencing the brand identity and increasing brand equity (Shabbir et al, 2017).…”

Section: The Impact Of Brand Loyalty On Brand Imagementioning

confidence: 99%

The Influence of a Firm’s CSR Initiatives on Brand Loyalty and Brand Image

Lu¹,

Ren²,

Zhang³

et al. 2020

JOC

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The objective of this study is to examine the impact of corporate social responsibility (CSR) initiatives of a firm as one of the critical factors to improve the competitiveness of the firm in today's aggressive market environment. The influence of corporate social responsibility on brand loyalty and brand image, which distinguishes the firm from other competitors, was evaluated in the study. Data from 364 consumers were collected through adapted and structured questionnaires for the period from August 2018 to December 2018. The respondents were selected through convenience sampling to generate the responses of individual online consumers who buy luxury goods online. The sample size of 364 was taken from a simple random table with a 5% margin of error and a 95% confidence level. SEM-based multivariate approaches such as structural equation modeling and confirmatory factor analysis were employed, and SmartPLS 3.0 software was used for the data evaluation. The results indicate that the firm's CSR initiatives have a significant and positive impact on brand loyalty and brand image. The study undertaken has several theoretical and practical implications which could provide the basic foundations and conceptual framework for future studies, and it offers strategic directions for the senior managers of firms to plan CSR initiatives that can enhance the brand loyalty of their brands and also increase corporate reputation, all of which are beneficial to remain competitive in today's business arena.

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Section: The Impact Of Brand Loyalty On Brand Imagementioning

confidence: 99%

The Influence of a Firm’s CSR Initiatives on Brand Loyalty and Brand Image

Lu¹,

Ren²,

Zhang³

et al. 2020

JOC

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“…Hospital service quality can lead to employee and patient satisfaction. It also results in building loyalty in patients toward hospitals and encourages them to recommend such healthcare centers to friends and those around [3,4]. Consideration of quality can thus reduce costs in organizations, increase e ciency, and provide long-term stability [5].…”

Section: Introductionmentioning

confidence: 99%

“…Enhanced service quality and increased levels of satisfaction can ultimately boost customers' trust in organizations [3]. Trust can thus improve patients' mental well-being and peace of mind.…”

mentioning

confidence: 99%

Hospital Service Quality Based on HEALTHQUAL Model and Trusting Nurses at Iranian University and Non-University Hospitals: A Comparative Study

Nemati

Bahreini

Pouladi

et al. 2020

Preprint

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Background: Establishment and improvement of patients’ trust in healthcare organizations like hospitals necessitate delivering high-quality services by nurses, as the largest group of healthcare providers. The present study aimed to compare hospital service quality based on the HEALTHQUAL model and trusting nurses at university and non-university hospitals in Iran.Methods: This comparative cross-sectional study was conducted on 990 patients admitted to university and non-university hospitals located in Bushehr Province, southern Iran, who were selected using the stratified random sampling method. The data were collected through the HEALTHQUAL questionnaire and the Trust in Nurses Scale, and then analyzed via the SPSS Statistics software (version 22) as well as the General Linear Model (GLM) univariate procedure and the Chi-square test with a significance level of 0.05.Results: The study findings revealed that the mean values of real quality (perceptions) and ideal quality (expectations) were 3.89±0.69 4.55±0.47, respectively. The gap between the real and ideal quality (-0.64) was also higher at the non-university hospital from the patients’ viewpoints. Comparing various dimensions of service quality, the largest gap at university and non-university hospitals was associated with “environment” (-0.13) and “empathy” (-0.18), respectively. Additionally, the mean scores of patient trust in nurses at university and non-university hospitals were 10.34±5.81 and 8.71±4.05, respectively, being a statistically significant difference (p<0.001).Conclusion: The study results demonstrated that hospital service quality and trusting in nurses were at higher levels at the university hospital than the non-university one; however, hospital service quality was lower than what the patients had expected. Accordingly, hospital managers and policy-makers were suggested to focus on patients to reduce gaps in service quality, to promote service quality, and to provide better healthcare services to patients.

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“…According to the results of Surydana (2017) in Indonesia, health care services and patient satisfaction have a personalized value, significantly influencing customer satisfaction. Haeba (2017), also in Indonesia, analyzed the relationship between hospitalised patient satisfaction, hospital image and patient loyalty. The results obtained showed that high patient satisfaction has a positive impact on loyalty, and the same effect has an image of the hospital.…”

Section: Introductionmentioning

confidence: 99%

Quality of Care and Loyalty of External Users in Peruvian Ophthalmological Centers

Sullón-Cuchupoma¹,

Meneses-La-Riva

Fernández-Bedoya

et al. 2020

JNK

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The objective of the study is to determine the relationship between quality of care and the loyalty of external users in a private ophthalmic center in Lima, Peru. The method used was a descriptive, cross-correlational, quantitative approach with non-experimental design. The population consisted of 210 external users who received therapies for at least 1 month in an ophthalmologic center located in Lima, Peru; the sample (statistically calculated) consisted of 137 users randomly selected, who responded to a series of reagents through a survey. A questionnaire was used to measure quality of care through SERVPERF model, while loyalty was measured through reagents developed by the authors, based on the scientific theory of Alcaide. Spearman's Rho determined that there is a moderate positive relationship between the quality of care and loyalty (sig. < 0.05; r = 0.594). Likewise, it is determined that there is a positive correlation between the dimensions of tangibility, empathy, responsiveness, security and reliability with the loyalty variable, since the sig. were < 0.05 and the values of r = 0.497, 0.381, 0.342, 0.109 and 0.452, respectively were obtained. Not enough statistical evidence was obtained to find a relationship between the loyalty variable and the security dimension, since a sig. value > 0.05 was obtained. The results found are related to those found by previous authors in other contexts. Finally, we recommend other researchers to carry out similar research internationally, in order to increase the literature on the variables of loyalty and quality of service and generate discusion.

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Patient Satisfaction, Hospital Image and Patient Loyalty in West Sulawesi Province

Cited by 50 publications

References 51 publications

The Influence of a Firm’s CSR Initiatives on Brand Loyalty and Brand Image

The Influence of a Firm’s CSR Initiatives on Brand Loyalty and Brand Image

Hospital Service Quality Based on HEALTHQUAL Model and Trusting Nurses at Iranian University and Non-University Hospitals: A Comparative Study

Quality of Care and Loyalty of External Users in Peruvian Ophthalmological Centers

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