Effect of Quality of Care on Treatment Seeking and Loyalty among Patients in Mampang Prapatan Hospital in Jakarta


Cucu Nurgahawan

 

Study Program in Business Administration, Universitas Respati Indonesia, Jakarta

 

ABSTRACT

Background: Creating a strong relationship with the customers, which could be con­se­quently followed by their loyalty, is considered to be a key factor for increa­s­ing the mar­ket share and building a sustainable competitive advantage. This study aimed to de­termine the effect of quality of care on treatment seeking and lo­yalty among patients in Mampang Prapatan Hos­pital in Jakarta.

Subjects and Method: This was a quantitative study conducted at Mampang Hos­pi­tal, Jakarta. A total of 148 patients was selected for this study. The depen­dent variables were treatment seeking and loyalty. The independent variable was quality of care. The data were collected by questionnaire and analyz­ed using stru­ctural equation modeling (SEM).

Results: Quality of care directly affected the patient loyalty. Quality of care indirectly affec­ted patient loyalty. Quality of care directly affected the treatment see­king. Quality of care indirectly affected the treatment seeking.

Conclusion: Quality of care affects both loyalty and treatment seeking.

Keywords: service quality, treatment decision, loyalty

Correspondence: Cucu Nugrahawan. Study Program in Business Administration, Universitas Respati In­do­nesia, Jakarta. cucunurgahawan@gmail.com.

DOI: https://doi.org/10.26911/theicph.2019.04.53

 

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