DOI: https://doi.org/10.14710/jmki.11.1.2023.22-33

The Effect of Perceived Value, Brand Image, Satisfaction, Trust and Commitment on Loyalty at XYZ Hospitals, Tangerang

*Anggreini Oktavia Trisno orcid  -  Faculty of Management, Universitas Pelita Harapan, Indonesia
Margaretha Pink Berlianto  -  Faculty of Management, Universitas Pelita Harapan, Indonesia

Citation Format:
Abstract

Patient loyalty is a significant aspect of marketing strategies in the health industry, including hospitals. Loyal patients will return for treatment and recommend the hospital to others, and this can reduce marketing expenditure. Patient loyalty can be influenced by several factors, such as satisfaction, perceived value, commitment, trust, and brand image. If the patient's necessity meets their expectation, they will be loyal to the hospital. This study aims to find the positive effect of the independent variable, in the form of perceived value and brand image, towards the dependent variable, i.e., loyalty. Furthermore, the mediating variables are trust, commitment, and satisfaction, which can affect loyalty in private hospitals accredited by KARS and JCI. This research was conducted by distributing questionnaires via a google form. The data collected in this study were 261 respondents treated at XYZ Hospital, using a purposive sampling technique. The data in this study were analyzed using partial lease square-structural equation modeling (PLS-SEM) with the SmartPLS application. The results of this study showed that brand image, commitment, and satisfaction have a positive impact on loyalty; the brand image has a positive impact on satisfaction; Perceived value has a positive impact on trust and satisfaction; satisfaction has a positive impact on trust and commitment. Moreover, perceived value and trust do not demonstrate a positive impact on the study. 

Fulltext View|Download
Keywords: loyalty; perceived value; brand image; satisfaction; trust

Article Metrics:

Article Info
Section: Articles
Language : EN
Recent articles
Pemanfaatan Pelayanan Puskesmas oleh Masyarakat di Daerah Perbatasan Kecamatan Entikong The Effect of Perceived Value, Brand Image, Satisfaction, Trust and Commitment on Loyalty at XYZ Hospitals, Tangerang The Influence of Occupational Stress, Anxiety, Work Engagement and Perceived Organizational Support on Innovation Outputs at XYZ Hospital During COVID-19 Pandemic Cover Belakang Cover Depan More recent articles
Most cited articles
Analisis Pelaksanaan Program Kemitraan Bidan dan Dukun Ditinjau Dari Aspek Input, Proses dan Output di Wilayah Dinas Kesehatan Kabupaten Fakfak Provinsi Papua Barat Evaluasi Kinerja Sistem Informasi Manajemen Farmasi Di Rs Roemani Muhammadiyah Dengan Metode Hot Fit Model Implementation on the Referral System of High Risk Pregnant Women from Villages Midwives to Primary Healthcare Center with Basic Obstetric and Neonatal Emergency Care in Banjar District, South Kalimantan (a Case Study in Sungkai Primary Healthcare Center) Remaja Sebagai Penggerak Utama dalam Implementasi Program Kesehatan Remaja Evaluation on the Implementation of Maternal and Child Health Service Reporting by Coordinator Midwives at Primary Healthcare Centers in Nabire District, Papua Province More cited articles
  1. World Health Organization. International Labour Organization. Coronavirus Disease ( Covid-19) Outbreak : Rights, Roles and Responsibilities of Health Workers, Including Key Considerations for Occupational Safety and Health. World Heal Organ [Internet]. 2019;1–3. Available from: https://www.who.int/docs/default-source/coronaviruse/who-rights-roles-respon-hw-covid-19.pdf?sfvrsn=bcabd401_0
  2. Deloitte. 2022 Global Health Care Outlook: Are we finally seeing the long-promised transformation? Deloitte [Internet]. 2021;1–52. Available from: https://www2.deloitte.com/content/dam/Deloitte/global/Documents/Life-Sciences-Health-Care/gx-health-care-outlook-Final.pdf
  3. Roy S. Economic Impact of Covid-19 Pandemic. Preprint [Internet]. 2020;29(07):1–19. Available from: https://www.researchgate.net/publication/343222400_ECONOMIC_IMPACT_OF_COVID-19_PANDEMIC
  4. World Health Organization, International Labour Organization. Preventing and mitigating COVID-19 at work [Internet]. Preventing and Mitigating COVID-19 at Work: Policy Brief. 2021. p. 1–21. Available from: https://www.who.int/publications/i/item/WHO-2019-nCoV-workplace-actions-policy-brief-2021-1
  5. Deloitte. 2020 Global Health Care Outlook. Deloitte [Internet]. 2020;2020. Available from: https://www2.deloitte.com/content/dam/Deloitte/global/Documents/Life-Sciences-Health-Care/gx-lshc-2020-global-healthcare-infographic.pdf
  6. Deloitte. 2021 global health care outlook Consumers and the human experience. Deloitte [Internet]. 2021;2021. Available from: https://www2.deloitte.com/content/dam/Deloitte/global/Documents/Life-Sciences-Health-Care/gx-lshc-2021-healthcare-infographic-2021.pdf
  7. World Health Organization. World health statistics 2022: monitoring health for the SDGs, sustainable development goals [Internet]. Geneva: World Health Organization; 2022. 1–131 p. Available from: http://apps.who.int/bookorders
  8. Osei-Frimpong K, Asante K, Nkrumah M, Owusu-Frimpong N. Developing customer loyalty in healthcare. In: Health Service Marketing Management in Africa [Internet]. Routledge; 2019. p. 179–97. Available from: https://www.researchgate.net/publication/337826576_Developing_Customer_Loyalty_in_Healthcare
  9. MacStravic RS. Loyalty of hospital patients: A vital marketing objective. Health Care Manage Rev [Internet]. 1987;12(2):23–30. Available from: https://pubmed.ncbi.nlm.nih.gov/3583719/#:~:text=Hospitals must strive for patient,word-of-mouth advertising
  10. Sanıl M, Eminer F. An integrative model of patients’ perceived value of healthcare service quality in North Cyprus. Arch Public Heal [Internet]. 2021;79(1):1–16. Available from: https://doi.org/10.1186/s13690-021-00738-6%0A(2021)
  11. Setyawan FEB, Supriyanto S, Ernawaty E, Lestari R. Understanding patient satisfaction and loyalty in public and private primary health care. J Public health Res. 2020;9(2):140–3
  12. Özer L, Başgöze P, Karahan A. The Association Between Perceived Value and Patient Loyalty in Public University Hospitals in Turkey. Total Qual Manag Bus Excell. 2016;28(7–8):1–19
  13. Fitriani DA, Pasinringi SA, Irwandy I, Amqam H. The Effect of Perceived Value Toward Loyalty Through Patient Satisfaction in Hasanuddin University Hospital. Enferm Clin [Internet]. 2020;30(S2):408–11. Available from: https://doi.org/10.1016/j.enfcli.2019.11.008
  14. Liu S, Li G, Liu N, Hongwei W. The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust. Inq (United States). 2021;58:1–11
  15. Afridi SA, Haider M, Shahjehan A. Customers’ Loyalty through Healthcare Quality; Mediating Role of Customers’ Commitment: A Comparative Study of Public and Private Hospitals. City Univ Res J [Internet]. 2020;10(1):27-46. Available from: https://www.researchgate.net/publication/340887316_Customers’_Loyalty_through_Healthcare_Quality_Mediating_Role_of_Customers’_Commitment_A_Comparative_Study_of_Public_and_Private_Hospitals
  16. Huang IC, Du PL, Lin LS, Liu TY, Lin TF, Huang WC. The Effect of Perceived Value, Trust, and Commitment on Patient Loyalty in Taiwan. Inq (United States). 2021;58:1–9
  17. Direktorat Pelayanan Kesehatan Rujukan. Laporan Akuntabilitas Kinerja Instansi Pemerintah Tahun 2021. Jakarta: Kementerian Kesehatan Republik Indonesia; 2022
  18. Kemenkes RI. Profil Kesehatan Indonesia 2021 [Internet]. Sibuea F, editor. Jakarta: Kementerian Kesehatan Republik Indonesia; 2022. 538 p. Available from: http://www.kemkes/go.id
  19. Direktorat Jendral Kependudukan dan Pencatatan Sipil. Dukcapil Kemendagri Rilis Data Penduduk Semester I Tahun 2022, Naik 0,54% Dalam Waktu 6 Bulan. [Internet]. Dukcapil Kemendagri. 2022 [cited 2022 Sep 1]. Available from: https://dukcapil.kemendagri.go.id/berita/baca/1396/dukcapil-kemendagri-rilis-data-penduduk-semester-i-tahun-2022-naik-054-dalam-waktu-6-bulan
  20. Badan Pusat Statistik. Angka Harapan Hidup (AHH) Menurut Provinsi dan Jenis Kelamin [Internet]. Badan Pusat Statistik Indonesia. 2022 [cited 2022 Sep 1]. Available from: https://www.bps.go.id/indicator/40/501/1/angka-harapan-hidup-ahh-menurut-provinsi-dan-jenis-kelamin.html
  21. Fatima T, Malik SA, Shabbir A. Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. Int J Qual Reliab Manag [Internet]. 2018;35(6):1195–214. Available from: https://doi.org/10.1108/IJQRM-02-2017-0031
  22. Durmuş A, Akbolat M. The Impact of Patient Satisfaction on Patient Commitment and the Mediating Role of Patient Trust. J Patient Exp. 2020;7(6):1642–7
  23. Sahoo D, Telang A. Exploring the Value Dimensions and Their Impact on Customer Loyalty in Indian Banking Services. Theor Econ Lett. 2019;09(06):1938–54
  24. Moreira AC, Silva PM. The Trust-Commitment Challenge in Service Quality-Loyalty Relationships. Int J Health Care Qual Assur. 2015;28(3):253–66
  25. Wartiningsih M, Supriyanto S, Widati S, Ernawaty E, Lestari R. Health promoting hospital: A practical strategy to improve patient loyalty in public sector. J Public health Res. 2020;9(2):165–8
  26. Sweeney JC, Soutar GN. Consumer perceived value: The development of a multiple item scale. J Retail [Internet]. 2001;77(2):203–20. Available from: https://www.sciencedirect.com/science/article/abs/pii/S0022435901000410
  27. Akekue-Alex, Nennaaton. Kalu SE. Antecedents of Relationship Quality on Commitment in The Health-care Sector in Port Harcourt, Nigeria. Br J Mark Stud [Internet]. 2017;5(4):17–31. Available from: www.eajournals.org)
  28. Huang CH, Wu HH, Lee YC, Li L. What Role Does Patient Gratitude Play in the Relationship Between Relationship Quality and Patient Loyalty? Inquiry. 2019;56(1018):1–8
  29. Sumaedi S, Bakti IGMY, Rakhmawati T, Astrini NJ, Widianti T, Yarmen M. The empirical study on patient loyalty: The role of trust, perceived value, and satisfaction (a case study from Bekasi, Indonesia). Clin Gov An Int J. 2014;19(3):269–83
  30. Kantsperger R, Kunz WH. Consumer trust in service companies: a multiple mediating analysis. Manag Serv Qual An Int J [Internet]. 2010;20(1):4–25. Available from: https://www.emerald.com/insight/content/doi/10.1108/09604521011011603/full/html
  31. Chahal H, Bala M. Significant components of service brand equity in healthcare sector. Int J Health Care Qual Assur. 2012;25(December):343–62
  32. Choi BJ, Kim HS. The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Manag Serv Qual [Internet]. 2013;23(3):188–204. Available from: https://www.emerald.com/insight/content/doi/10.1108/09604521311312228/full/html
  33. Sarstedt M, Ringle CM, Hair JF. Partial Least Squares Structural Equation Modeling [Internet]. Homburg et. Handbook of Market Research. Switzerland: Springer Nature Switzerland AG; 2021. Available from: https://doi.org/10.1007/978-3-319-05542-8_15-2
  34. HULLAND J. USE OF PARTIAL LEAST SQUARES (PLS) IN STRATEGIC MANAGEMENT RESEARCH: A REVIEW OF FOUR RECENT STUDIES. Strateg Manag J [Internet]. 1999;20:195–204. Available from: https://doi.org/10.1002/(SICI)1097-0266(199902)20:2%3C195::AID-SMJ13%3E3.0.CO;2-7
  35. Ertz M, Karakas F, Sarigöllü E. Exploring pro-environmental behaviors of consumers: An analysis of contextual factors, attitude, and behaviors. J Bus Res [Internet]. 2016;60:1–30. Available from: https://www.researchgate.net/publication/304344305_Exploring_pro-environmental_behaviors_of_consumers_An_analysis_of_contextual_factors_attitude_and_behaviors
  36. Dayan, M., Al Kuwaiti, I.A., Husain, Z., Ng, P.Y. and Dayan A. Factors influencing patient loyalty to outpatient medical services: an empirical analysis of the UAE’s government healthcare system. Int J Qual Reliab Manag [Internet]. 2021;1–46. Available from: https://doi.org/10.1108/IJQRM-11- 2020-0373
  37. Özkan P, Süer S, Keser İK, Kocakoç İD. The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. Int J Bank Mark [Internet]. 2020;38(2):384–405. Available from: https://doi.org/10.1108/IJBM-03-2019-0096
  38. Asnawi AA, Awang Z, Afthanorhan A, Mohamad M, Karim F. The influence of hospital image and service quality on patients’ satisfaction and loyalty. Manag Sci Lett. 2019;9(6):911–20
  39. Khan I, Hollebeek LD, Fatma M, Islam JU, Riivits-Arkonsuo I. Customer experience and commitment in retailing: Does customer age matter? J Retail Consum Serv [Internet]. 2020;57(July):1–9. Available from: https://doi.org/10.1016/j.jretconser.2020.102219
  40. Samudro A, Sumarwan U, Simanjuntak M, Yusuf EZ. How Commitment, Satisfaction, and Cost Fluctuations Influence Customer Loyalty. GATR J Manag Mark Rev. 2019;4(2):115–25
  41. A. Kungumapriya, K. Malarmathi. The Role of Service Quality, Perceived Value and Trust on Calculative Commitment and Loyalty Intention. Chinese Bus Rev. 2018;17(6):287–301
  42. Kusumawati A, Rahayu KS. The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. TQM J. 2020;32(6):1525–40
  43. Sharma VM, Klein A. Consumer perceived value, involvement, trust, susceptibility to interpersonal influence, and intention to participate in online group buying. J Retail Consum Serv [Internet]. 2020;52(September 2019). Available from: https://doi.org/10.1016/j.jretconser.2019.101946
  44. Nguyen NX, Tran K, Nguyen TA. Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country. Patient Prefer Adherence [Internet]. 2021;15(November):2523–38. Available from: https://doi.org/10.2147/PPA.S333586
  45. Uysal B, Yorulmaz M. How Patient Loyalty Affects Patient Satisfaction. Athens J Heal Med Sci. 2020;7(1):19–36
  46. Lin W, Yin W. Impacts of service quality, brand image, and perceived value on outpatient’s loyalty to China’s private dental clinics with service satisfaction as a mediator. PLoS One [Internet]. 2022;17(6 June):1–9. Available from: http://dx.doi.org/10.1371/journal.pone.0269233
  47. Matikiti R, Mpinganjira M, Roberts-Lombard M. Service recovery satisfaction and customer commitment in the airline business: An emerging African market perspective. African J Econ Manag Stud [Internet]. 2020;11(1):91–108. Available from: www.emeraldinsight.com/2040-0705.htm
  48. Wilson N. Trust Vs Satisfaction: Which One is More Important in Mediating the Impact of Website Quality Towards Customer Loyalty in The Indonesian E-Commerce Industry? Adv Econ Bus Manag Res. 2020;151:10–3
  49. Saprianto, Hudayah S, Abidin Z. The Effect of Product Quality and Corporate Image on Customer Loyalty through Customer Trust in PT . Insani Baraperkasa. Int J Bus Manag Invent [Internet]. 2021;7(8):1–9. Available from: https://repository.unmul.ac.id/bitstream/handle/123456789/40163/The Effect of Product Quality and Corporate Image on Customer Loyalty through Customer Trust in PT. Insani Baraperkasa.pdf?sequence=1

Last update:

No citation recorded.

Last update: 2024-05-16 08:54:46

No citation recorded.