The Influence of service quality on behavioral intentions mediated by patient trust and satisfaction
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Published:
May 30, 2024
Keywords:
Behavioral Intensions, Satisfaction, Service Quality, Trust
Section
Economy
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Abstract
This study aims to determine the effect of service quality on trust, consumer satisfaction and behavioral intentions in the patient population of PKU Muhammadiyah Gombong Hospital. The population is patients at the PKU Muhammadiyah Gombong Hospital with a sample of 100 inpatients. Questionnaires are distributed by distributing questionnaires directly to patients. SmartPLS software version 3 was used to model the relationships between the variables studied. The research results confirm the existence of a relationship between trust and behavioral intentions, consumer satisfaction and behavioral intentions, service quality and trust, service quality and consumer satisfaction. The research results show that there is a significant mediating effect of consumer trust and satisfaction on the relationship between service quality and behavioral intentions. Based on the model presented in this research, we can conclude that service quality has a major impact on trust, patient satisfaction and behavioral intentions
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How to Cite
Yuswanto, S. . and Azizah, S. N. (2024) “The Influence of service quality on behavioral intentions mediated by patient trust and satisfaction”, Jurnal Mantik, 8(1), pp. 610-617. doi: 10.35335/mantik.v8i1.5014.
References
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Sousa, M., Gonçalves, C., Biscaia, R., & Carvalho, M. J. (2023). Service quality, satisfaction and behavioural intentions in sport child camps: participants and parents’ perspectives. International Journal of Sports Marketing and Sponsorship, 25(1), 18–41. https://doi.org/10.1108/IJSMS-10-2022-0183
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Sulphey, M.; Jasimm, K. (2020). Ascertaining service quality and medical practitioners’ sensitivity towards surgical instruments using SERVQUAL. Bench Intern. J., 28, 370–405.
T. Siswati, B. A. Paramashanti, M. P., & Rialihanto, and L. W. (2022). Epidemiological Transition in Indonesia and Its Prevention: A Narrative Review. Journal of Complementary and Alternative Medical Research, 50–60. https://doi.org/10.9734/jocamr/2022/ v18i130345
Ulucayli, S., Cek, K., & Oniz, A. (2023). The Effect of Service Quality on Patient Citizenship Behaviors: Evidence from the Health Sector. Healthcare (Switzerland), 11(3). https://doi.org/10.3390/healthcare11030370
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63(August), 102721. https://doi.org/10.1016/j.jretconser.2021.102721
Zainuddin, N.; Previte, J.; Russell-Bennett, R. (2011). A social marketing approach to value creation in a well-women’s health service. J. Mark. Manag, 227, 361–385.
Zheng, S., Hui, S. F., & Yang, Z. (2017). Hospital trust or doctor trust? A fuzzy analysis of trust in the health care setting. Journal of Business Research, 78, 217–225. https://doi.org/10.1016/j.jbusres.2016.12.017
Zhou, T. (2020). Understanding users’ initial trust in mobile banking: An elaboration likelihood perspective. Comput. Hum. Behav.28, 1518–1525.
Albayrak, T.; Caber, M.; Çömen, N. (2016). Tourist shopping: The relationships among shopping attributes, shopping value, and behavioral intention. Tour. Manag. Perspect., 18, 98–106.
Alfarizi, M., & Zalika, Z. (2023). Isu Persaingan Industri Pelayanan Kesehatan Indonesia: Tantangan dan “Perisai” Pengawasan KPPU. Jurnal Persaingan Usaha, 3(1), 5–18. https://doi.org/10.55869/kppu.v3i1.89
Ali, M., Asmi, F., Rahman, M.M., Malik, N., Ahmad, M. S. (2017). Evaluation of E-service quality through customer satisfaction (A case study of FBR E-taxation). Open J. Soc., 5(9), 175–195.
Canaway, R.; Bismark, M.; Dunt, D.; Kelahar, M. (2017). Medical directors’ perspectives on strengthening hospital quality and safety. J. Health Organ. Manag, 31, 696–712.
Cherif, E., Bezaz, N., & Mzoughi, M. (2021). Do personal health concerns and trust in healthcare providers mitigate privacy concerns? Effects on patients’ intention to share personal health data on electronic health records. Social Science and Medicine, 283(June), 114146. https://doi.org/10.1016/j.socscimed.2021.114146
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods Bus. Res., 295, 295–336.
Choi, K.S.; Cho, W.H.; Lee, S.H.; Lee, H.; Kim, C. (2004). The relationships among quality, value, satisfaction, and behavioral intention in health care provider choice: A South Korean study. J. Bus. Res., 57, 913–921.
Davison, A. C., and Hinkley, D. V. (1997). Bootstrap Methods and Their Application. Cambridge University Press.
Dijkstra, T. K., and Henseler, J. (2015). Consistent and asymptotically normal PLS estimators for linear structural equations. Comput. Stat. Data Anal., 81, 10–23.
Dobbs, P.; Warriner, D. (2018). Value-based health care: The strategy that will solve the NHS. Br. J. Hosp. Med, 79, 306–307.
Ghali, Z. (2021). Motives of customers’ e-loyalty towards e-banking services: A study in Saudi Arabia. J. Dec. Syst., 30, 1–23.
Hair, J. F. Jr., Hult, G. T. M., Ringle, C., and Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Thousand Oaks, CA: Sage publications.
Kim, J.; Nam, M.; Kim, I. (2019). The effect of trust on value on travel websites: Enhancing well-being and word-of-mouth among the elderly. J. Trav. Tour. Mark., 36, 76–89.
Li, N., Zhang, L., Xiao, G., Chen, Z. J., & Lu, Q. (2020). Effects of organizational commitment, job satisfaction and workplace violence on turnover intention of emergency nurses: A cross-sectional study. International Journal of Nursing Practice, 26(6), 1–9. https://doi.org/10.1111/ijn.12854
Loehlin, J. C. (1998). Latent Variable Models: An Introduction to Factor, Path, and Structural Analysis. Lawrence Erlbaum Associates. Inc.
Medhekar, A.; Wong, H.Y.; Hall, J. E. (2020). Health-care providers perspective on the value in medical travel to India. Tour. Rev., 75, 717–731.
Milan, G.S.; Eberle, L.; Bebber, S. (2015). Perceived Value, Reputation, Trust, and Switching Costs as Determinants of Customer Retention. J. Relat. Mark., 14, 109–123.
Murhadi, W.R.; Karsana, W. (2021). Effect of service quality and patient satisfaction on behavioral intention. Journal Entrepreneur Business, 2, 25–36.
Nguyen, H. T., Nguyen, H., Nguyen, N. D., & Phan, A. C. (2018). Determinants of customer satisfaction and loyalty in Vietnamese life-insurance setting. Sustainability (Switzerland), 10(4), 1–16. https://doi.org/10.3390/su10041151
Norman, R.; Chalkidou, K.; Culyer, A. (2018). Health Economics Approach to US Value Frameworks: Serving the Needs of Decision Making. Value Health, 21, 117–118.
Parasuraman, A.; Zeithaml, V.A.; Berry, L. L. (1985). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retail., 64, 794–839.
Rahman, M.S.; Mannan, M.; Hossain, M.A.; Zaman, M. H. (2018). Patient’s behavioral intention: Public and private hospitals context. Mark. Intell. Plan, 36, 349–364.
Sousa, M., Gonçalves, C., Biscaia, R., & Carvalho, M. J. (2023). Service quality, satisfaction and behavioural intentions in sport child camps: participants and parents’ perspectives. International Journal of Sports Marketing and Sponsorship, 25(1), 18–41. https://doi.org/10.1108/IJSMS-10-2022-0183
Suhail, P., & Srinivasulu, Y. (2021). Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. Journal of Ayurveda and Integrative Medicine, 12(1), 93–101. https://doi.org/10.1016/j.jaim.2020.10.011
Sulphey, M.; Jasimm, K. (2020). Ascertaining service quality and medical practitioners’ sensitivity towards surgical instruments using SERVQUAL. Bench Intern. J., 28, 370–405.
T. Siswati, B. A. Paramashanti, M. P., & Rialihanto, and L. W. (2022). Epidemiological Transition in Indonesia and Its Prevention: A Narrative Review. Journal of Complementary and Alternative Medical Research, 50–60. https://doi.org/10.9734/jocamr/2022/ v18i130345
Ulucayli, S., Cek, K., & Oniz, A. (2023). The Effect of Service Quality on Patient Citizenship Behaviors: Evidence from the Health Sector. Healthcare (Switzerland), 11(3). https://doi.org/10.3390/healthcare11030370
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63(August), 102721. https://doi.org/10.1016/j.jretconser.2021.102721
Zainuddin, N.; Previte, J.; Russell-Bennett, R. (2011). A social marketing approach to value creation in a well-women’s health service. J. Mark. Manag, 227, 361–385.
Zheng, S., Hui, S. F., & Yang, Z. (2017). Hospital trust or doctor trust? A fuzzy analysis of trust in the health care setting. Journal of Business Research, 78, 217–225. https://doi.org/10.1016/j.jbusres.2016.12.017
Zhou, T. (2020). Understanding users’ initial trust in mobile banking: An elaboration likelihood perspective. Comput. Hum. Behav.28, 1518–1525.
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