Quality of Service and Customer Value against the Image of the Hospital

Sugianto, Ermi Girsang, Sri Lestari R. Nasution, Chrismis Novalinda Ginting

2020

Abstract

The image of the hospital is very dependent on the patient's perception of the quality of service and will be a differentiator between hospitals. Hospitals with a positive image attached to it in the eyes of patients, relatively have products that are more acceptable to patients. On the other hand, a positive image can also affect employees' feelings to be more motivated to improve their performance, be more productive, and serve customers with excellent service. This study aims to analyze the effect of service quality and customer value on hospital brand image. The design of this study used a cross sectional method that is research that emphasizes the measurement time or observation of independent and dependent variable data only one time at a time, with a sample of 82 people. Method of collecting data in this study through primary and secondary data with questionnaires and interviews. The data analysis in this study is chi square analysis followed by logistic regression analysis. The results showed the quality of service and the average customer value was good. In the multivariate analysis, the simultaneous influence between service quality and customer value is 75.4% on the hospital brand image. These results indicate that the hospital's brand image is very dependent on the quality of service and customer value, for it is expected that the hospital continues to improve the quality of service.

Paper Citation

in Harvard Style

Sugianto., Girsang E., R. Nasution S. and Ginting C. (2020). Quality of Service and Customer Value against the Image of the Hospital.In Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical - Volume 1: HIMBEP, ISBN 978-989-758-500-5, pages 58-65. DOI: 10.5220/0010287200580065

in Bibtex Style

@conference{himbep20,
author={Sugianto and Ermi Girsang and Sri Lestari R. Nasution and Chrismis Novalinda Ginting},
title={Quality of Service and Customer Value against the Image of the Hospital},
booktitle={Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical - Volume 1: HIMBEP,},
year={2020},
pages={58-65},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010287200580065},
isbn={978-989-758-500-5},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical - Volume 1: HIMBEP,
TI - Quality of Service and Customer Value against the Image of the Hospital
SN - 978-989-758-500-5
AU - Sugianto.
AU - Girsang E.
AU - R. Nasution S.
AU - Ginting C.
PY - 2020
SP - 58
EP - 65
DO - 10.5220/0010287200580065