Effect of Service Stigmatization to Patients Loyalty Moderated by Service Quality

Nurbaiti, Supriyantoro, Rokiah Kusumapradja, Suryanti T. Arief

2018

Abstract

Leprosy is considered a terrible disease and discriminated by society. Dr Sitanala Leprosy Hospital Tangerang also suffered the impact of stigmatization. The purpose of this research was to obtain empirical evidence of the effect of service stigmatization on patient loyalty moderated by the quality of service in inpatient service ofDr Sitanala Leprosy HospitalTangerang. The study was conducted in the inpatient wards. The researchwas using casualty design with survey methods. Itwas conducted in January 2018. Samples were 92 respondents by random. Variables werehealthservicestigmatization, service quality as a moderation variable and patient loyalty. Instruments used questionnaires with Likert Scale. The analysis used a moderate regression analysis.The result of the research shown: that health service stigmatization had a significant negative effect on patient loyalty,thatservice quality influenced to patient loyalty, that service quality was moderatinginfluence of health service stigmatization to patient loyalty. Quality of service was moderating health service stigmatization hence increased patient loyalty. The dominant dimension of stigmatizationwas fear of disclosure, quality dimension was empathy and loyalty was recommend a friend. Health promotion improvement strategies can be done related to individual and institutional stigmatization, thus lowering the stigmatization rate. A strategy is required on the dimension of tangibility by completing high-tech facilities according to public health needs and strengthening the empathy dimension by improving competence. Efforts to reduce stigmatization by paying attention to perceived service quality as a strategy mechanism to increase patient loyalty.

Paper Citation

in Harvard Style

Nurbaiti., Supriyantoro., Kusumapradja R. and T. Arief S. (2018). Effect of Service Stigmatization to Patients Loyalty Moderated by Service Quality.In Proceedings of the 1st International Conference on Recent Innovations - Volume 1: ICRI, ISBN 978-989-758-458-9, pages 471-478. DOI: 10.5220/0009949704710478

in Bibtex Style

@conference{icri18,
author={Nurbaiti and Supriyantoro and Rokiah Kusumapradja and Suryanti T. Arief},
title={Effect of Service Stigmatization to Patients Loyalty Moderated by Service Quality},
booktitle={Proceedings of the 1st International Conference on Recent Innovations - Volume 1: ICRI,},
year={2018},
pages={471-478},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009949704710478},
isbn={978-989-758-458-9},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 1st International Conference on Recent Innovations - Volume 1: ICRI,
TI - Effect of Service Stigmatization to Patients Loyalty Moderated by Service Quality
SN - 978-989-758-458-9
AU - Nurbaiti.
AU - Supriyantoro.
AU - Kusumapradja R.
AU - T. Arief S.
PY - 2018
SP - 471
EP - 478
DO - 10.5220/0009949704710478