Patient Satisfaction, Trust and Commitment: Mediator of Service Quality and Its Impact on Loyalty (An Empirical Study in Southeast Sulawesi Public Hospitals)
Year: 2013
Type: article
Study design: Observational Study
Abstract: The purpose of this paper is to conceptualize hospital service quality into its component indicators from the perspectives of patients.More specifically, this research aims to test and explain empirically the mediators of relationship between patient satisfaction, trust, commitment and loyalty in public hospitals Southeast Sulawesi of Indonesia.The study employs questionnaire-survey approach to obtain the perceptions of patients.The instruments developed have been validated using tests for reliability, validity and unitdimensionality.The data were analyzed using structural equation modeling.The results indicate that service quality has positive and significant effects on patient satisfaction, and patients trust and commitment significantly affect patient's loyalty.However, the patient satisfaction has no significant effect on patient's loyalty.In addition, patient trust and commitment is positively affected by patient satisfaction.Further, this research can prove an increase in patient satisfaction capable improve patient loyalty through the mediating role of patient trust and commitment (complete mediation), but patient satisfaction did not mediate the relationship between service quality toward patient loyalty.Finally, high level of patient commitment proved to be an partial mediator the relationship between trust toward patient loyalty.Originality of this study conceptualizes hospital service quality as an five-indicators framework.Further, it also presents integrated model the relationship between service quality, patient satisfaction and loyalty, with patient trust and commitment as the mediators in public hospitals of Southeast Sulawesi province.
DOI: 10.9790/487x-0760114
Author: Patawayati Patawayati
Language: English
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W2332515465