scholarly journals Analysis of Quality Factors of Service to Patient Recommendations at Pondok Indah Bintaro Jaya Hospital

2021 ◽  
Vol 8 (3) ◽  
pp. 36-50
Author(s):  
Tukhas Shilul Imaroh ◽  
Nunie Nurida
Keyword(s):  
Health Care ◽  
Quality Of Service ◽  
Health Care Services ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Quality Factors ◽  
Perceptions And Expectations ◽  
The Impact

The health industry from year to year experiences continuous development, this causes competition to maintain and increase the quantity of patients becomes increasingly difficult. Pondok Indah Bintaro Jaya Hospital as one of the industries engaged in health care services feels the impact of this health care industry competition. This study aims to determine the factors that influence the quality of service (SERVQUAL) and its influence on patient recommendations at Pondok Indah Bintaro Jaya Hospital. Respondents of this study were the patients of Pondok Indah Bintaro Jaya Hospital with the number of research respondents set at 99 respondents. This research was included in the survey method, where the data collection instrument was carried out using a five-dimensional quality service questionnaire which was measured based on the patient's perceptions and expectations using a 4-point Likert scale about the overall quality of service that was felt by patients at Pondok Indah Bintaro Jaya Hospital. This study uses Partial Least Square (PLS) analysis with the help of the PLS 3.2.7 software program as an analytical tool and the sampling method uses a stratified purposive sampling. The results of this study can be seen that patients who recommend the Hospital feel satisfied with the services provided, especially in terms of Assurance and Tangibles. But overall that (Y1) Quality of Service has a positive or significant direct effect on (Y2) Recommendation of patients with a value of 0.571. This indicates that patients who seek treatment and use Pondok Indah Bintaro Jaya Hospital Services feel Satisfied with all the services that have been given and will recommend services that have been felt to others. Keywords: SERVQUAL, Service Quality and Patient Recommendations.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

scholarly journals Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation

PLoS ONE ◽  
2020 ◽  
Vol 15 (12) ◽  
pp. e0244609
Author(s):  
Bikram Biswas ◽  
Sajib Kumar Roy
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Citizen Participation ◽  
Moderating Effect ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Intention To Use ◽  
Is Success

This paper examines the service quality, satisfaction and intention to use Union Digital Center (UDC) in Bangladesh: The moderating effect of citizen participation. The study intends to measure the quality of service on the basis of satisfaction by adopting citizen participation as a moderator. Theoretically this study has used DeLone & McLean Information Systems (D&M IS) Success Model. The existing studies of Bangladesh are mostly qualitative and the correlation between the quality of service, satisfaction, and desire for using UDC has not verified. This research has adopted the D&M IS model while measuring and verifying the service quality based on satisfaction and use intention. A structured questionnaire method was used and data collected from 499 respondents from 10 UDC of 10 upazila under 8 divisions in Bangladesh. Partial Least Square (PLS), a statistical method that emerged on the basis of Structure Equation Modeling (SEM), technique has been used while analyzing the data. The result of this study has showed the quality (p<0.05) of information, system and service of UDC affects citizen satisfaction effectively where the moderator of citizen participation is also significant. This paper has constructed on the basis of a model and empirical data to verify the moderating effects of citizen participation. To ensure the improvement of service quality of UDC all of the dimensions related to the quality of service should be modified, develop the administrative system and citizen should be encouraging to participate in all aspects of services.

scholarly journals Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 1-10
Author(s):  
Putri Mahanani ◽  
Denis Fidita Karya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Survey Method ◽  
The People ◽  
The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

scholarly journals Kindfull-Digital Character Book Effectiveness: A User Satisfaction Approach

2021 ◽  
Vol 26 (5) ◽  
pp. 491-500
Author(s):  
Azmi Fitriati ◽  
Subuh Anggoro ◽  
Sri Harmianto ◽  
Naelati Tubastuvi
Keyword(s):  
User Satisfaction ◽  
Interface Design ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Survey Method ◽  
System Quality ◽  
Perceived Satisfaction

This study aims to examine the effect of user competence on system quality and user satisfaction with the use of the kindfull-digital character book apps. The quality of the system is measured by indicators of flexibility and accessibility. Then, user satisfaction affected the acceptance of a system. Survey method with quantitative measurements were used. Respondents where users of the application include teachers’ and parents. Data were collected using a questionnaire. The analysis technique used is Structural Equation Modeling - Partial Least Square. The results showed that user competence had an effect on system quality. Then, competent users improve system quality. Furthermore, the quality of the system can increase user satisfaction. Satisfied users will always use IS. Thus, resulted monitoring will also be more accurate, complete and timely. Based on these results, were suggested to increase the user's knowledge and skills. So, the quality of the system will improve. The perceived satisfaction will increase their use. Then, application usage training is needed to improve their competence. Thus, the quality of the system can be improved through flexibility and accessibility. The app interface design should be made more user-friendly by providing simple features, compliant content accompanied by interested display.

scholarly journals THE ROLE OF WORKPLACE SPIRITUALITY IN REDUCING THE NEGATIVE IMPACT OF ORGANIZATIONAL CYNICISM ON JOB PERFORMANCE

2020 ◽  
Vol 18 (4) ◽  
pp. 692-703
Author(s):  
Risgiyanti Risgiyanti ◽  
◽  
Rini Hidayah ◽  
Muhammad Fithrayudi T ◽  
◽  
...  
Keyword(s):  
Job Performance ◽  
Workplace Spirituality ◽  
Partial Least Square ◽  
Theory And Practice ◽  
Least Square ◽  
Business Community ◽  
Survey Method ◽  
Analysis Tool ◽  
Organizational Cynicism ◽  
The Impact

Organizational cynicism is now an important topic in the academic and business community, but the research relating to organizational cynicism is relatively neglected. Several studies that have examined the impact of organizational cynicism on job performance directly still show different results. This study strives to overcome this research gap by examining the impact of organizational cynicism on job performance by using variables of workplace spirituality as a moderating variable. The research data was taken from the supervisor and nurse from 7 private hospitals in the Pekalongan. The samples of this study were 176 respondents. The sampling technique was using convenience sampling. This research used a survey method with a quantitative approach and using the Partial Least Square (PLS) analysis tool with the help of WarpPLS 3.0. The results showed that organizational cynicism directly affects job performance. The results also show that spirituality in the workplace has a positive effect on job performance. Tests related to the effects of moderation suggest that workplace spirituality moderates the relationship of organizational cynicism on job performance. This study opens new avenues for research on organizational cynicism and carries implications for theory and practice.

scholarly journals Predicting the Perception of SMEs on the Selection of Bank Decision in Pakistan: A Partial Least Square (PLS) Model

2021 ◽  
Vol 5 (1) ◽  
pp. 309-320
Author(s):  
Zafar Iqbal ◽  
Dr. Saima Batool ◽  
Dr. Muhammad Khalique ◽  
Dr. Mushtaq A. Sajid
Keyword(s):  
Quality Of Service ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Independent Variables ◽  
Selection Decision ◽  
Main Factors ◽  
Selection Of ◽  
Structured Questionnaire

The main objective of this study was to examine the main factors which may have influence on the bank selection decision in Pakistan. Quality of service, quality of service provider, interaction dimensions and relationship image recommendations experience were employed as independent variables while the bank selection decision SMEs was used as a dependent variable. The data were gathered through structured questionnaire survey. A total of 300 questionnaires were distributed to the targeted respondents while 223 were involved in the study. The respondents were selected through purposive sampling technique. Four research hypotheses were established. Smart Partial Least Square (PLS) 3 was used to test the proposed research hypotheses. The empirical findings of this study showed that the four research hypotheses were supported. This is the first study in Pakistan to address this issue.

THE IMPACT OF THE AUDITOR’S PERSONAL CHARACTERISTICS THROUGH DYSFUNCTIONAL AUDIT BEHAVIOUR ACCEPTANCE TOWARDS THE AUDIT QUALITY

2021 ◽  
Vol 3 (2) ◽  
pp. 30-47
Author(s):  
Elisha Jansen Sambara ◽  
Meinarni Asnawi ◽  
Sylvia Christina Daat
Keyword(s):  
Locus Of Control ◽  
Turnover Intention ◽  
Audit Quality ◽  
Self Esteem ◽  
Partial Least Square ◽  
Least Square ◽  
Professional Commitment ◽  
External Locus ◽  
The Impact

The research aims to discover the impact of personal auditor’s characteristics, includingemployee’s performance, auditor burnout, professional commitment, turnover intention, selfesteem, locus of control, towards dysfunctional audit behavior acceptance, and its impact on thequality of audit through dysfunctional audit behavior. The technique employed in this research waspurposive sampling with 121 auditors at BPKP Province of Papua representative office and PapuaInspectorate Office as the size of the sample. However, there were only 94 used. StructuralEquation Model (SEM) with Partial Least Square (PLS) WrapPLS 6.0 method was also used astechnical analysis to test the variable’s impact. The research found that employee performance and self-esteem have no impact on the dysfunctionalaudit behavior, however auditor burnout, professional commitment, and external locus of controlhave significant and positive impacts on the dysfunctional audit behavior. Auditor burnout,turnover intention, and external locus of control have no impact on the quality of the audit,however, the employee’s performance, professional commitment, and self-esteem do have asignificant and positive impact on the quality of audit. All auditor’s characteristics have no impacton the quality of audit through dysfunctional audit behavior acceptance, another word, thedysfunctional audit behavior acceptance is not necessarily the intervening variable betweenauditor’s personal characteristic towards the quality of audit.

The impact of the quality of intelligent experience on smart retail engagement

2020 ◽  
Vol 38 (7) ◽  
pp. 877-891 ◽  
Author(s):  
Xiaojun Fan ◽  
Nanxi Ning ◽  
Nianqi Deng
Keyword(s):  
Technology Integration ◽  
Intelligent Systems ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Customer Engagement ◽  
Content Type ◽  
The Impact ◽  
The Relationship

PurposePrevious studies have considered customers' psychological responses to intelligent retail technology adoption, but have not considered how technology integration systems could promote the relationship between retailers and consumers. Based on the Stimulus–Organism–Response framework, this paper proposes a customer engagement model in a fully intelligent retail environment. The concept of the quality of intelligent experience is constructed from the perspective of customer experience, and the effect of the mechanism of smart retail on the customer engagement relationship is discussed.Design/methodology/approachUsing two surveys, this study analyzes 201 (in study 1) and 321 (in study 2) questionnaires by using structural equation model in partial least square software.FindingsThe analysis shows that the human–machine interaction, intelligent systems and the product content of the quality intelligent experience significantly impact customer engagement on smart retail.Research limitations/implicationsThis research was designed for general retail products, without distinguishing between different product types. Thus, it did not consider the moderating effect of product types.Practical implicationsThe findings enrich the intelligent retail technology field and provide operable guidance to help smart retailers improve customer relations.Originality/valueThis paper proposes a customer engagement model to describe how technology integration systems promote the relationship between retailers and consumers.

Clarifying the impact of product scarcity and perceived uniqueness in buyers' purchase behavior of games of limited-amount version

2014 ◽  
Vol 26 (2) ◽  
pp. 232-249 ◽  
Author(s):  
Hsiu-Ju Chen ◽  
Tzu-Hui Sun
Keyword(s):  
Purchase Intention ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Theoretical Development ◽  
Purchase Behavior ◽  
Survey Method ◽  
Content Type ◽  
Game Industry ◽  
The Impact

Purpose – Different from general goods, games are intangible. Games of limited-amount version are much more expensive. However, the value of games cannot be actually validated, while buyers purchase the intangible goods. This study, therefore, aims to empirically clarify the impact of product scarcity and uniqueness in buyers' purchase of games of limited-amount version. Design/methodology/approach – Based on literature review, the survey method was conducted. Data of 204 respondents who recently bought games of limited-amount version were gathered and analyzed with partial least square. Findings – The results showed that perceived quality and perceived uniqueness, significantly increased by product scarcity, was shown of significant positive impact on perceived value which significantly enhanced purchase intention. Research limitations/implications – The results indicated the importance of high quality and the reflection of uniqueness in buyers' purchase of games of limited-amount version. The results also validated the effect of scarcity on intangible goods. Practically, the results facilitated strategic operation and marketing of game producers and suppliers in designing and marketing game software. The results also facilitated further theoretical development of goods scarcity. Originality/value – Nowadays, product scarcity has been an important operation and marketing strategy to enterprises. Games are an industry of growing importance. However, the impact of scarcity in buyers' purchase of games of limited-amount version was still limited. The results validated the importance of scarcity and perceived uniqueness in intangible game goods purchase behavior. The validation of this study can provide references for strategic operation and marketing of the game industry.

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