Loyalty in Hospital Patients

Muhammad Nawawia; Dyah Sugandini; Heru Tri Sutiono; Mersianti Rija Anandiha

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Paper

Loyalty in Hospital Patients

Topics: Marketing management

In Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management ICBEEM - Volume 1, 73-78, 2019 , Yogyakarta, Indonesia

Authors: Muhammad Nawawia ¹ ; Dyah Sugandini ² ; Heru Tri Sutiono ² and Mersianti Rija Anandiha ²

Affiliations: ¹ Department of Management, Sekolah Tinggi Ilmu Ekonomi Trisna Negara, Sumatera Selatan, Indonesia ; ² Universitas Pembangunan Nasional Veteran Yogyakarta, Indonesia

Keyword(s): Service quality, image, trust, and loyalty

Abstract: This study aims to analyze the effect of service quality and corporate image on loyalty mediated by trust. The subjects of this study were inpatients in hospitals in Yogyakarta, South Sumatra, and East Nusa Tenggara. This research includes a quantitative approach with survey methods. Retrieval of data in this study using a questionnaire with a five-point Likert scale. The number of respondents in this study was 300 hospital patients who were being a hospital undergoing treatment at the hospital. The data analysis method used is Partial Least Square. The results showed that the quality of service had a positive effect on inpatient loyalty. The image of the hospital has a positive effect on patient loyalty. The quality of service affects patient loyalty, which is mediated by trust. The image of the hospital has a significant positive effect on patient loyalty mediated by patient trust.

CC BY-NC-ND 4.0

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Paper citation in several formats:

Nawawia, M.; Sugandini, D.; Sutiono, H. and Anandiha, M. (2020). Loyalty in Hospital Patients. In Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - ICBEEM; ISBN 978-989-758-471-8, SciTePress, pages 73-78. DOI: 10.5220/0009962600730078

@conference{icbeem20,
author={Muhammad Nawawia. and Dyah Sugandini. and Heru Tri Sutiono. and Mersianti Rija Anandiha.},
title={Loyalty in Hospital Patients},
booktitle={Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - ICBEEM},
year={2020},
pages={73-78},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009962600730078},
isbn={978-989-758-471-8},
}

TY - CONF

JO - Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - ICBEEM
TI - Loyalty in Hospital Patients
SN - 978-989-758-471-8
AU - Nawawia, M.
AU - Sugandini, D.
AU - Sutiono, H.
AU - Anandiha, M.
PY - 2020
SP - 73
EP - 78
DO - 10.5220/0009962600730078
PB - SciTePress