The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic Hospital
One of the most essential things in the success of a service besides the value of satisfaction is customer loyalty. Loyalty here is an indicator of how many customers want to promote our services without us asking, while repeated visits from customers make customers happy and proud to use our se...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Universitas Nahdlatul Ulama Surabaya
2023-02-01
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| Series: | Jurnal Ilmiah Kesehatan |
| Subjects: | |
| Online Access: | http://journal2.unusa.ac.id/index.php/JHS/article/view/3984 |
| _version_ | 1797839167818825728 |
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| author | Puryanti Puryanti Budhi Setianto Agus Aan Adriansyah |
| author_facet | Puryanti Puryanti Budhi Setianto Agus Aan Adriansyah |
| author_sort | Puryanti Puryanti |
| collection | DOAJ |
| description |
One of the most essential things in the success of a service besides the value of satisfaction is customer loyalty. Loyalty here is an indicator of how many customers want to promote our services without us asking, while repeated visits from customers make customers happy and proud to use our services. This study aimed to measure the value of Customer Satisfaction, Loyalty, and External Service Quality. This study used secondary data, totaling 356 patients who completed a customer satisfaction survey at Surabaya Islamic Hospital. This study showed that the characteristics of the patients at the Surabaya Islamic Hospital were particularly women aged <25 years with a BPJS patient guarantor who lived 5-10 km and had known the Surabaya Islamic Hospital for > 20 years, while in the external service quality customer assessment which included product, organizational image, safety, empathy, reliability, responsiveness at Surabaya Islamic Hospital was good and there was a relationship between External service quality and satisfaction significantly influence patient loyalty at Surabaya Islamic Hospital.
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| first_indexed | 2024-04-09T15:53:46Z |
| format | Article |
| id | doaj.art-2afa09273c8f4cb9bd8e38f4d9f6b27a |
| institution | Directory Open Access Journal |
| issn | 1978-6743 2477-3948 |
| language | English |
| last_indexed | 2024-04-09T15:53:46Z |
| publishDate | 2023-02-01 |
| publisher | Universitas Nahdlatul Ulama Surabaya |
| record_format | Article |
| series | Jurnal Ilmiah Kesehatan |
| spelling | doaj.art-2afa09273c8f4cb9bd8e38f4d9f6b27a2023-04-25T23:44:08ZengUniversitas Nahdlatul Ulama SurabayaJurnal Ilmiah Kesehatan1978-67432477-39482023-02-01160110.33086/jhs.v16i01.3984The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic HospitalPuryanti Puryanti0Budhi Setianto1Agus Aan Adriansyah2Department of Hospital, Sekolah Tinggi Ilmu Kesehatan Yayasan RS Dr. Soetomo, Surabaya, East Java, Indonesiauniversitas nahdlatul ulama surabayauniversitas nahdlatul ulama surabaya One of the most essential things in the success of a service besides the value of satisfaction is customer loyalty. Loyalty here is an indicator of how many customers want to promote our services without us asking, while repeated visits from customers make customers happy and proud to use our services. This study aimed to measure the value of Customer Satisfaction, Loyalty, and External Service Quality. This study used secondary data, totaling 356 patients who completed a customer satisfaction survey at Surabaya Islamic Hospital. This study showed that the characteristics of the patients at the Surabaya Islamic Hospital were particularly women aged <25 years with a BPJS patient guarantor who lived 5-10 km and had known the Surabaya Islamic Hospital for > 20 years, while in the external service quality customer assessment which included product, organizational image, safety, empathy, reliability, responsiveness at Surabaya Islamic Hospital was good and there was a relationship between External service quality and satisfaction significantly influence patient loyalty at Surabaya Islamic Hospital. http://journal2.unusa.ac.id/index.php/JHS/article/view/3984Customer SatisfactionLoyaltyExternal Service Quality |
| spellingShingle | Puryanti Puryanti Budhi Setianto Agus Aan Adriansyah The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic Hospital Jurnal Ilmiah Kesehatan Customer Satisfaction Loyalty External Service Quality |
| title | The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic Hospital |
| title_full | The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic Hospital |
| title_fullStr | The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic Hospital |
| title_full_unstemmed | The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic Hospital |
| title_short | The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic Hospital |
| title_sort | influence of external service quality and satisfaction on patient loyalty in surabaya islamic hospital |
| topic | Customer Satisfaction Loyalty External Service Quality |
| url | http://journal2.unusa.ac.id/index.php/JHS/article/view/3984 |
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