Article Sidebar

Download
PDF
Statistic
Read Counter : 922 Download : 607

Downloads

Download data is not yet available.

Main Article Content

Abstract

This research aimed at understanding the effect of service quality, clinic image, and price/tariff on patient trust and loyalty. The multivariate analysis with descriptively and explanatorily-quantitative method was used for this research. The samples of the research were 120 respondents. Data collection was carried out using a questionnaire instrument and was subsequently analyzed by using Structural Equation Modeling (SEM). The results of this research concluded that the service quality and price/tariff had a significant effect on trust and clinic image had no significant effect on patient trust. The quality of service, clinic image, and price/tariff had a significant effect on patient loyalty, while trust had no significant effect on patient loyalty. Trust can mediate the effect of clinical image on patient loyalty. However, trust cannot mediate the effect of service quality and price/tariff on patient loyalty. The strength value of the dependent variable shown by the calculation of multiple correlation values (R2), both trust and patient loyalty are significant.

Keywords

service quality image price trust loyalty

Article Details

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Mubarok, E. S., Kurniawan, A., Hidayat, R., Hia, A. K., & Bandawaty, E. (2022). Determinant of Customer of Loyalty in Healthcare Industry : Mediating Role of Customer Trust. Ilomata International Journal of Management, 3(1), 44-64. https://doi.org/10.52728/ijjm.v3i1.406

References

  1. Baliga, A. J., Chawla, V., Sunder M, V., Ganesh, L. S., & Sivakumaran, B. (2021). Service Failure and Recovery in B2B Markets – A Morphological Analysis. Journal of Business Research, 131, 763–781. https://doi.org/10.1016/j.jbusres.2020.09.025
  2. Cachero-Martínez, S., & Vázquez-Casielles, R. (2021). Building consumer loyalty through e-shopping experiences: The mediating role of emotions. Journal of Retailing and Consumer Services, 60, 102481. https://doi.org/10.1016/j.jretconser.2021.102481
  3. Chang, E.-C., Lv, Y., Chou, T.-J., He, Q., & Song, Z. (2014). Now or later: Delay’s effects on post-consumption emotions and consumer loyalty. Journal of Business Research, 67(7), 1368–1375. https://doi.org/10.1016/j.jbusres.2013.08.016
  4. Chi, O. H., Jia, S., Li, Y., & Gursoy, D. (2021). Developing a formative scale to measure consumers’ trust toward interaction with artificially intelligent (AI) social robots in service delivery. Computers in Human Behavior, 118, 106700. https://doi.org/10.1016/j.chb.2021.106700
  5. Coelho, P. S., Rita, P., & Santos, Z. R. (2018). On the relationship between consumer-brand identification, brand community, and brand loyalty. Journal of Retailing and Consumer Services, 43(5), 101–110. https://doi.org/10.1016/j.jretconser.2018.03.011
  6. Dewani, P. P., Sinha, P. K., & Mathur, S. (2016). Role of gratitude and obligation in long term customer relationships. Journal of Retailing and Consumer Services, 31, 143–156. https://doi.org/10.1016/j.jretconser.2016.01.005
  7. Dewsnap, B., Micevski, M., Cadogan, J. W., & Kadic-Maglajlic, S. (2020). Flexibility in marketing & sales interfacing processes. Industrial Marketing Management, 91, 285–300. https://doi.org/10.1016/j.indmarman.2020.09.005
  8. Dugar, A., & Chamola, P. (2021). Retailers with traits of consumer: Exploring the existence and antecedents of brand loyalty in small unorganized retailers. Journal of Retailing and Consumer Services, 62, 102635. https://doi.org/10.1016/j.jretconser.2021.102635
  9. Ghaliyah, D., & Mubarok, E. S. (2017). The Influence of Service Quality, Hospital Image, and Promotions to Patients’ Trust and Loyalty. European Journal of Business and Management, 9(20), 86–97. https://www.iiste.org/Journals/index.php/EJBM/article/view/37814
  10. Hallikainen, H., & Laukkanen, T. (2018). National culture and consumer trust in e-commerce. International Journal of Information Management, 38(1), 97–106. https://doi.org/10.1016/j.ijinfomgt.2017.07.002
  11. Hartmann, M., Klink, J., & Simons, J. (2015). Cause related marketing in the German retail sector: Exploring the role of consumers’ trust. Food Policy, 52, 108–114. https://doi.org/10.1016/j.foodpol.2014.06.012
  12. Kaur, D., Mustika, M. D., & Sjabadhyni, B. (2018). Affect or cognition: which is more influencing older adult consumers’ loyalty? Heliyon, 4(4), e00610. https://doi.org/10.1016/j.heliyon.2018.e00610
  13. Kim, C. E., Shin, J.-S., Lee, J., Lee, Y. J., Kim, M., Choi, A., Park, K. B., Lee, H.-J., & Ha, I.-H. (2017). Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC Complementary and Alternative Medicine, 17(1), 174. https://doi.org/10.1186/s12906-017-1691-6
  14. Kopaneli, A. (2014). Finance, Marketing, Management and Strategy Planning. A Qualitative Research Method Analysis of Case Studies in Business Hotels in Patras and in Athens. Procedia Economics and Finance, 9, 472–487. https://doi.org/10.1016/S2212-5671(14)00049-5
  15. Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education, Inc. https://www.pearson.com/us/higher-education/product/Kotler-Marketing-Management-15th-Edition/9780133856460.html
  16. Kurnianingrum, A. F., & Hidayat, A. (2020). The Influence of Service Quality and Price Perception on Cunsumer Trust and Revisit Intention at Beauty Care Clinic in Indonesia. Archives of Business Research, 8(6), 268–281. https://doi.org/10.14738/abr.86.8489
  17. Kusumawardani, D. A., Fitriasari, N., & Linda, L. E. (2020). The Satisfaction of health care products forming inpatients loyalty in Melati Husada Hospital Malang. Enfermería Clínica, 30, 188–191. https://doi.org/10.1016/j.enfcli.2020.06.042
  18. Lee, C. K. H., & Wong, A. O. M. (2021). Antecedents of consumer loyalty in ride-hailing. Transportation Research Part F: Traffic Psychology and Behaviour, 80, 14–33. https://doi.org/10.1016/j.trf.2021.03.016
  19. Louis, D., Lombart, C., & Durif, F. (2021). Packaging-free products: A lever of proximity and loyalty between consumers and grocery stores. Journal of Retailing and Consumer Services, 60, 102499. https://doi.org/10.1016/j.jretconser.2021.102499
  20. Minarti, S. N., & Segoro, W. (2014). The Influence of Customer Satisfaction, Switching Cost and Trusts in a Brand on Customer Loyalty – The Survey on Student as im3 Users in Depok, Indonesia. Procedia - Social and Behavioral Sciences, 143, 1015–1019. https://doi.org/10.1016/j.sbspro.2014.07.546
  21. Möller, K., & Parvinen, P. (2015). An impact-oriented implementation approach in business marketing research. Industrial Marketing Management, 45, 3–11. https://doi.org/10.1016/j.indmarman.2015.02.025
  22. Mubarok, E. S. (2019). The effect of service quality, corporate image, promotion on patient satisfaction within indonesian hospital industry. International Journal of Multidisciplinary Research and Development, 6(12), 136–143. https://www.iiste.org/Journals/index.php/EJBM/article/viewFile/37814/38897
  23. Nosi, C., D’Agostino, A., Pratesi, C. A., & Barbarossa, C. (2021). Evaluating a social marketing campaign on healthy nutrition and lifestyle among primary-school children: A mixed-method research design. Evaluation and Program Planning, 89, 101965. https://doi.org/10.1016/j.evalprogplan.2021.101965
  24. Olson, E. M., Olson, K. M., Czaplewski, A. J., & Key, T. M. (2021). Business strategy and the management of digital marketing. Business Horizons, 64(2), 285–293. https://doi.org/10.1016/j.bushor.2020.12.004
  25. Olson, E. M., Slater, S. F., Hult, G. T. M., & Olson, K. M. (2018). The application of human resource management policies within the marketing organization: The impact on business and marketing strategy implementation. Industrial Marketing Management, 69, 62–73. https://doi.org/10.1016/j.indmarman.2018.01.029
  26. Ozdemir, S., Zhang, S., Gupta, S., & Bebek, G. (2020). The effects of trust and peer influence on corporate brand—Consumer relationships and consumer loyalty. Journal of Business Research, 117, 791–805. https://doi.org/10.1016/j.jbusres.2020.02.027
  27. Prentice, C., & Correia Loureiro, S. M. (2017). An asymmetrical approach to understanding configurations of customer loyalty in the airline industry. Journal of Retailing and Consumer Services, 38, 96–107. https://doi.org/10.1016/j.jretconser.2017.05.005
  28. Rizan, M., Setyaningsih, R., & Saidani, B. (2016). The Influence of Service Quality and Price toward Trust and Its Impact on Customer Loyalty of Low Cost Carrier Indonesia. JRMSI - Jurnal Riset Manajemen Sains Indonesia, 7(1), 176–196. https://doi.org/10.21009/JRMSI.007.1.10
  29. Ruiz-Real, J. L., Uribe-Toril, J., & Gázquez-Abad, J. C. (2020). Destination branding: Opportunities and new challenges. Journal of Destination Marketing & Management, 17, 100453. https://doi.org/10.1016/j.jdmm.2020.100453
  30. Sanjeev, M. A. (2017). Impact of Individual and Employment Variable on Job Satisfaction & Turnover Intention among Sales and Marketing Professionals. Procedia Computer Science, 122, 55–62. https://doi.org/10.1016/j.procs.2017.11.341
  31. Shi, X., Lin, Z., Liu, J., & Hui, Y. K. (2018). Consumer loyalty toward smartphone brands: The determining roles of deliberate inertia and cognitive lock-in. Information & Management, 55(7), 866–876. https://doi.org/10.1016/j.im.2018.03.013
  32. To, W. M., Martin, E. F., & Yu, B. T. W. (2015). Effect of management commitment to internal marketing on employee work attitude. International Journal of Hospitality Management, 45, 14–21. https://doi.org/10.1016/j.ijhm.2014.11.002
  33. Tseng, T. H., & Lee, C. T. (2018). Facilitation of consumer loyalty toward branded applications: The dual-route perspective. Telematics and Informatics, 35(5), 1297–1309. https://doi.org/10.1016/j.tele.2018.03.002
  34. White, C. J., & Tong, E. (2019). On linking socioeconomic status to consumer loyalty behaviour. Journal of Retailing and Consumer Services, 50, 60–65. https://doi.org/10.1016/j.jretconser.2019.05.001
  35. Yucel-Aybat, O., & Hsieh, M.-H. (2021). Consumer mindsets matter: Benefit framing and firm–cause fit in the persuasiveness of cause-related marketing campaigns. Journal of Business Research, 129, 418–427. https://doi.org/10.1016/j.jbusres.2021.02.051
  36. Zeithaml, V., Bitner, M. J., & Gremler, D. (2018). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill. https://www.mheducation.com/highered/product/services-marketing-integrating-customer-focus-across-firm-zeithaml-bitner/M9780078112102.toc.html

DB Error: Unknown column 'Array' in 'where clause'