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Service Quality, Customer Value and Patient Satisfaction on Public Hospital in Bandung District, Indonesia

Author

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  • Liga Surydana

    (Sekolah Tinggi Pariwisata, Bandung, Indonesia)

Abstract

The purpose of this research is to investigate the influence of service quality on customer value as well as on public hospital patient satisfaction. Population studies were conducted in government hospitals. Data analysis used structural equation modeling partial least square. Sample in this research are 158 patients from government hospitals in the district Bandug, Indonesia. The results showed a significant influence on service quality on customer value and patient satisfaction. Furthermore, the results also showed that gender plays a role as moderating variable between customer value and patient satisfaction. This indicates that the services provided by public hospitals can improve customer value implications on patient satisfaction.

Suggested Citation

  • Liga Surydana, 2017. "Service Quality, Customer Value and Patient Satisfaction on Public Hospital in Bandung District, Indonesia," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 187-192.
    • Handle: RePEc:eco:journ3:2017-02-27
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    References listed on IDEAS

    as
    1. Choi, Kui-Son & Cho, Woo-Hyun & Lee, Sunhee & Lee, Hanjoon & Kim, Chankon, 2004. "The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study," Journal of Business Research, Elsevier, vol. 57(8), pages 913-921, August.
    2. Chen, Ching-Fu, 2008. "Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 709-717, May.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Service Quality; Customer Value; Patient Satisfaction; Public Hospital;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M38 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Government Policy and Regulation
    • I13 - Health, Education, and Welfare - - Health - - - Health Insurance, Public and Private

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