Impact of Service Quality Dimensions on Patient Satisfaction and Repurchase Intentions in the Public Health Industry
- DOI
- 10.2991/piceeba-19.2019.52How to use a DOI?
- Keywords
- Service Quality, Satisfaction, and Repurchase Intentions
- Abstract
Submission of high quality services (Servqual) to consumers is the key to success in the service industry. This study aims to determine: (1) the direct effect of service quality (Servqual) dimension on patient satisfaction in the public health industry in Padang City, (2) the direct influence of patient satisfaction on repurchase intentions in the public health care industry in Padang City. The population in this study were residents of Padang City / potential consumers who had already experienced service in the public health care industry in three public hospitals in the city of Padang, namely RS. M. Djamil, Unand Hospital, and RSUD dr. Rasidin. The number of samples used was 150 respondents. Sampling techniques using accidental sampling. The data analysis technique used in testing the hypothesis of this research is SEM analysis with the use of Partial Least Square (PLS) programs. Based on the hypothesis test shows that Assurance has no significant effect on Satisfaction, Emphaty has a significant effect on Satisfaction, Reliable has no significant effect on Satisfaction, Responsibility has no significant effect on Satisfaction, Tangible has no significant effect on Satisfaction, Satisfaction significantly influences Repurchase Intentions. For the R-square value of the Servqual dimension variable for satisfaction of 0.291, it means that 29.10% patient satisfaction in the city of Padang can be explained by the servqual dimension variable, and the R-Square value of 28.40% repurchase intentions can be explained by the variable patient satisfaction
- Copyright
- © 2019, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Haryeni AU - Nofri Yendra PY - 2019/09 DA - 2019/09 TI - Impact of Service Quality Dimensions on Patient Satisfaction and Repurchase Intentions in the Public Health Industry BT - Proceedings of the Third Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2019) PB - Atlantis Press SP - 372 EP - 381 SN - 2352-5428 UR - https://doi.org/10.2991/piceeba-19.2019.52 DO - 10.2991/piceeba-19.2019.52 ID - 2019/09 ER -