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Vol. 30. Núm. S2.
International Conference on Women and Societal Perspective on Quality of Life (WOSQUAL-2019)
Páginas 408-411 (Marzo 2020)
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Vol. 30. Núm. S2.
International Conference on Women and Societal Perspective on Quality of Life (WOSQUAL-2019)
Páginas 408-411 (Marzo 2020)
DOI: 10.1016/j.enfcli.2019.11.008
The effect of perceived value toward loyalty through patient satisfaction in Hasanuddin University Hospital
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Dian Ayu Fitriania,b,
Autor para correspondencia
, Syahrir A. Pasinringia, Irwandy Irwandya, Hasnawati Amqamc
a Hospital Administration Department, Faculty of Public Health, Hasanuddin University, Indonesia
b Faculty of Medicine and Health Science, Muhammadiyah University of Makassar, Indonesia
c Health of Environment, Faculty of Public Health, Hasanuddin University, Indonesia
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Table 1. Path analysis results between perceived value, satisfaction, and patient loyalty.
Table 2. The effect of perceived value and patient satisfaction toward patient loyalty.
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Abstract
Objective

This study aimed to analyze the effect of perceived value on patient loyalty, both directly and indirectly through the patient satisfaction variable.

Methods

This research is analytic observational with a cross-sectional design. Among 187 patients at the outpatient installation's Hasanuddin University Hospital was selected through purposive sampling technique with the inclusion criteria such as non-insurance patient at least twice visits on their own, not because doctor's preference. Path analyses used to know the level of magnitude and significance of a causal relationship.

Results

The indirect path's coefficient value 0.348 is greater the direct path's coefficient which is only 0.041. It was determined that perceived value affected patient loyalty indirectly through patient satisfaction. Regression shows that the satisfaction variable 12.589 times more influential on loyalty than the perceived value which is only 2.344 times.

Conclusion

To increase loyalty, patient need to be satisfied firstly, especially those related to aspects of doctor services.

Keywords:
Outpatient
Perceived value
Satisfaction
Loyalty
Hospital

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