Effect of Service Quality and Patient Satisfaction on Behavioral Intention

Wayan Karsana; Werner Ria Murhadi

doi:10.24123/jeb.v2i1.3981

Wayan Karsana Master of Management Department, Universitas Surabaya
Werner Ria Murhadi Master of Management Department, Universitas Surabaya http://orcid.org/0000-0002-7297-861X

DOI: https://doi.org/10.24123/jeb.v2i1.3981

Abstract Views: 2806 times

PDF Downloads: 1582 times

Keywords: service quality, patient satisfaction, behavioral intention

Abstract

Service quality is an essential aspect in realizing patient satisfaction and behavioral intention in the health service industry. The behavioral intention has been identified as an essential construct in measuring organizational success and affects patient visits. This study aims to determine service quality and patient satisfaction on behavioral intention in the Husada Utama Hospital. This study was quantitative causal research to determine the effect of two or more variables. Primary data collected with a questionnaire include the perceived service quality scale, patient satisfaction scale, and behavioral intention scale. This study's sample was 150 respondents; consist of inpatients room for class 1, 2, and 3 that met inclusion criteria. The sampling method for this study was purposive sampling. Data analyzed using SEM AMOS to analyze measurement model, structural model, and hypothesis test. This study found that: service quality has a significant positive effect on patient satisfaction, service quality has a significant positive effect on behavioral intention, and there was no positive effect of patient satisfaction on behavioral intention. Service quality has a positive effect on behavioral intention, so patients' increasing behavioral intention can be done by improving the service quality. Further research needs to be conducted to analyze the effect of service quality on the behavioral intention with patient's satisfaction as a mediator; further research also needs to develop a patient's behavioral intention enhancement program.

Downloads

Download data is not yet available.

References

Aagja, J.A., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60-83.
Aliman, N.K. & W.N. Mohamad. (2016). Linking Service Quality, Patients’ Satisfaction and Behavioral Intentions: An Investigation on Private Healthcare in Malaysia. Procedia - Social and Behavioral Sciences. 224: 141–148.
Amin, M., & Isa, Z. (2008). An examination of the relationship between perception of service quality and customer satisfaction: A SEM approach towards Malaysian Islamic banks, International Journal of Islamic Middle Eastern Finance and Management, 1(3), 191-209.
Amin, M & Nasharuddin, (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance: An International Journal, 18(3), 238-254.
Bitner, M.J., Booms, B.H., & Tetreault, M.S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 1(54), 71-84.
Boulding, W., Kalra, A., Staelin, R., Zeithaml, V.A. (1993). A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30(1), 7-27.
Brady, M. K., Robertson, C. J., & Cronin, J. (2001). Mengelola niat perilaku di lingkungan budaya yang beragam: Sebuah penyelidikan kualitas layanan, nilai layanan, dan kepuasan bagi pelanggan cepat saji Amerika dan Ekuador. Jurnal Manajemen Internasional, 7 (2), 129-149.
Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230-255.
Choi, K., Cho, W., Lee, S., Lee, H. & Kim, C. (2004). The Relatonship among Quality, Value, and Satisfaction and Behavioral Intention in Health Care Provider Choice: A South Korean Study. Journal of Business Research, 57: 913-921.
Cong, N.T., & Mai, N. T. T. (2016). Service Quality and Its Impact on Patient Satisfaction: An Investigation in Vietnamese Public Hospitals. Journal of Emerging Economies and Islamic Research, 2(1), 1-13.
Dabholkar, P.A., Thorpe, D.I. & Rentz, J.O. (1996). A measure of service quality for retailstories: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16.
Hair, Jr., Black, W.C., Babin, B.J., & Andersen, R.E. (2010). Multivariate Data Analysis.7th ed. United States: Pearson
Ismail, A., & Yunan, Y. (2016). Service quality As A Predictor of Customer Satisfaction and Customer Loyalty. Scientific Journal of Logistic, 12(4) 269-283.
Jandavath, R. K. N., & Byram, A. (2016). Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India. International Journal of Pharmaceutical and Healthcare Marketing, 10(1), 48–74. https://doi.org/10.1108/IJPHM-07-2014-0043
Joreskog & Sorbom. 1996. Lisrel 8: Users References Guide. Chicago: SSI Inc.
Kotler, P., & Keller, K.L., (2015). Marketing Management. 15th Edition. Upper Saddle River, NJ: Prentice Hall.
Lin, Y. (2016). An Examination of Determinants of Trade Show Exhibitors' Behavioral Intention. International Journal of Contemporary Hospitality Management, 28(12), 2630-2653.
Maqsood, M., Maqsood, H., Kousar, R., Jabeen, C., Waqas, A., & Gillani, S. (2017). Effects of Hospital Service quality on Patients Satisfaction and Behavioral intention of Doctors and Nurses. Saudi Journal of Medical and Pharmaceutical Sciences, 556-567. DOI: 10.21276/sjmps.
Murti, A., Deshpande, A., & Srivastava, N. (2013). Service Quality, Customer (Patient) Satisfaction and Behavioural Intention in Health Care Services: Exploring the Indian Perspective. Journal of Health Management, 15(1), 29-44.
Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International journal of health care quality assurance, 22(4), 366-381.
Octavia, A., Suswitaroza, & Anwar, A. (2012). Analisis Kepuasan Pasien Rawat Inap Bangsal Jantung di RSUD Raden Mattaher Jambi. Jurnal Manajemen Fakultas Ekonomi Uniersitas Jambi, 1(1), 11-30.
Oliver, R.L., (1997). Satisfaction A Behavioral Perspective On The Consumer. Singapore: McGraw-Hill Education.
Olsen, S.O., (2002). Comparative Evaluation and the Relationship Between Quality, Satisfaction, and Repurchase Loyalty. Journal of the Academy of Marketing Science, 30(3), 240-249. DOI:10.1177/0092070302303005
Purwianti, L., & Tio, K. (2017). Faktor-Faktor yang Mempengaruhi Behavioral intention . Jurnal Manajemen Maranatha, 17(1), 15-32.
Wu, H.L., Liu, C.H. & Hsu, W.H. (2008), An integrative model of customers’ perceptions of health care services in Taiwan, The Service Industries Journal, Vol. 28 No. 9, pp. 1307-1319.
Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, 60(2), 31-46.