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Title: :  The Influence Of Hospital Image And Service Quality On Patients’ Loyalty
PaperId: :  22047
Published in:   International Journal Of Advance Research And Innovative Ideas In Education
Publisher:   IJARIIE
e-ISSN:   2395-4396
Volume/Issue:    Volume 9 Issue 6 2023
DUI:    16.0415/IJARIIE-22047
Licence: :   IJARIIE is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Author NameAuthor Institute
Cahya Rizki HidayatullahUniversitas Islam Bandung
Ratih TresnatiUniversitas Islam Bandung
Rizal ChaidirUniversitas Islam Bandung

Abstract

Management, Hospital Management, Marketing Management
hospital image, service quality, patients’ loyalty
Situated in the eastern region of Bandung, the Anisa Medical Center Hospital grapples with challenges stemming from public dissatisfaction, which has manifested in a detrimental impact on its overall reputation and patient loyalty. This research, falling within the verificative category and employing a case study method with 194 respondents through a simple random sampling technique, systematically delves into the intricate dynamics between hospital reputation, public service quality, and their combined influence on patient loyalty. The findings reveal a prevailing perception of the hospital's reputation as high (65.59%) and public service quality as commendable (79.38%), which positively correlates with a significant proportion of respondents expressing high patient loyalty (81.44%). In light of these outcomes, strategic recommendations emerge, encompassing initiatives to fortify the hospital's standing, such as bolstering facilities, cultivating a health-centric environment, meticulous maintenance and enhancement of existing amenities, delivery of exemplary services, and ensuring swift, procedural responsiveness. These measures are thoughtfully proposed to not only rectify current shortcomings but also to actively contribute to the elevation of the hospital's reputation, enhancement of service quality, and the ultimate reinforcement of patient loyalty.

Citations

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IJARIIE Cahya Rizki Hidayatullah, Ratih Tresnati, and Rizal Chaidir. "The Influence Of Hospital Image And Service Quality On Patients’ Loyalty" International Journal Of Advance Research And Innovative Ideas In Education Volume 9 Issue 6 2023 Page 664-670
MLA Cahya Rizki Hidayatullah, Ratih Tresnati, and Rizal Chaidir. "The Influence Of Hospital Image And Service Quality On Patients’ Loyalty." International Journal Of Advance Research And Innovative Ideas In Education 9.6(2023) : 664-670.
APA Cahya Rizki Hidayatullah, Ratih Tresnati, & Rizal Chaidir. (2023). The Influence Of Hospital Image And Service Quality On Patients’ Loyalty. International Journal Of Advance Research And Innovative Ideas In Education, 9(6), 664-670.
Chicago Cahya Rizki Hidayatullah, Ratih Tresnati, and Rizal Chaidir. "The Influence Of Hospital Image And Service Quality On Patients’ Loyalty." International Journal Of Advance Research And Innovative Ideas In Education 9, no. 6 (2023) : 664-670.
Oxford Cahya Rizki Hidayatullah, Ratih Tresnati, and Rizal Chaidir. 'The Influence Of Hospital Image And Service Quality On Patients’ Loyalty', International Journal Of Advance Research And Innovative Ideas In Education, vol. 9, no. 6, 2023, p. 664-670. Available from IJARIIE, https://ijariie.com/AdminUploadPdf/The_Influence_Of_Hospital_Image_And_Service_Quality_On_Patients’_Loyalty_ijariie22047.pdf (Accessed : ).
Harvard Cahya Rizki Hidayatullah, Ratih Tresnati, and Rizal Chaidir. (2023) 'The Influence Of Hospital Image And Service Quality On Patients’ Loyalty', International Journal Of Advance Research And Innovative Ideas In Education, 9(6), pp. 664-670IJARIIE [Online]. Available at: https://ijariie.com/AdminUploadPdf/The_Influence_Of_Hospital_Image_And_Service_Quality_On_Patients’_Loyalty_ijariie22047.pdf (Accessed : )
IEEE Cahya Rizki Hidayatullah, Ratih Tresnati, and Rizal Chaidir, "The Influence Of Hospital Image And Service Quality On Patients’ Loyalty," International Journal Of Advance Research And Innovative Ideas In Education, vol. 9, no. 6, pp. 664-670, Nov-Dec 2023. [Online]. Available: https://ijariie.com/AdminUploadPdf/The_Influence_Of_Hospital_Image_And_Service_Quality_On_Patients’_Loyalty_ijariie22047.pdf [Accessed : ].
Turabian Cahya Rizki Hidayatullah, Ratih Tresnati, and Rizal Chaidir. "The Influence Of Hospital Image And Service Quality On Patients’ Loyalty." International Journal Of Advance Research And Innovative Ideas In Education [Online]. volume 9 number 6 ().
Vancouver Cahya Rizki Hidayatullah, Ratih Tresnati, and Rizal Chaidir. The Influence Of Hospital Image And Service Quality On Patients’ Loyalty. International Journal Of Advance Research And Innovative Ideas In Education [Internet]. 2023 [Cited : ]; 9(6) : 664-670. Available from: https://ijariie.com/AdminUploadPdf/The_Influence_Of_Hospital_Image_And_Service_Quality_On_Patients’_Loyalty_ijariie22047.pdf
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