The effect of service quality on customer loyalty in healthcare sector: Mediating role of patient satisfaction
Endang Saefuddin Mubarok
Research pertaining to the relationship involving service quality, customer satisfaction, and consumer loyalty in healthcare sector in Indonesia is relatively scarce. This study aims to investigate the relationship between service quality, customer satisfaction, and consumer loyalty in healthcare sector. In this study, the quality of service and customer satisfaction are considered to act as antecedents of consumer loyalty. This study utilizes questionnaires to collect data. The questionnaires were distributed directly to individuals undergoing outpatient treatment at the three hospitals. A total of 114 patients, who were admitted at Harapan Kita Hospital, Permata Hijau Hospital, and Puri Mandiri Hospital were the respondents of the study. The findings confirm that two factors, i.e., service quality and customer satisfaction provide a positive effect on customer loyalty. It is also found that customer satisfaction mediates the effects of service quality on customer loyalty. The findings imply that hospital management should be aware that customer loyalty is a prerequisite condition for the success to compete. For this reason, the hospital management has to reorient their business activities, including increase their service quality level.
Endang Saefuddin Mubarok. The effect of service quality on customer loyalty in healthcare sector: Mediating role of patient satisfaction. International Journal of Multidisciplinary Research and Development, Volume 4, Issue 9, 2017, Pages 87-93