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Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 6 / No. 3 / Published : 2008-09

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Original Article :

Patient intimacy dan kepuasan sebagai anteseden loyalitas pasien pada praktek dokter spesialis di surabaya

Author :

  1. SRI GUNAWAN*1
  2. RIRIN TRI RATNASARI*2
  1. dosen fakultas ekonomi unair surabaya
  2. dosen fakultas ekonomi unair surabaya

Abstract :

The objective of this research are to determine the antecedents of patient loyalty and test the influence of patient intimacy towards patient loyalty. In this study Hoffman (2002) framework is used as a starting point and to be supported by others for developing the conceptual model. This study involved data from 200 patients of specialist healthcare doctors in Surabaya. The results reveal that patient intimacy has positive impact on patient trust. Moreover, it is found that patient satisfaction positively impacts trust which in turn leads to commitment and finally to patient loyalty. An important implication of our study is that practitioners are required to qualify their communications, social interactions, and compromises to patients

Keyword :

patient intimacy, satisfaction, trust, commitment, and loyalty,


References :

  1. Johnson D, (2005). Cognitive and Affective Trust in Service Relationships. new york : Journal of Business Research
  2. kent G, (2005). Cognitive and Affective Trust in Service Relationships. new york : Journal of Business Research
  3. Peppers D, (2004). Managing Customer Relationships: A Strategic Framework. USA : John Wiley and Sons, Inc
  4. martha R, (2004). Managing Customer Relationships: A Strategic Framework. USA : John Wiley and Sons, Inc


   


Archive Article

Cover Media Content

Volume : 6 / No. : 3 / Pub. : 2008-09
  1. Rumah sehat versus ume kbubu in west timor (a study in fatumnasi village, timor tengah selatan district)
  2. Patient intimacy dan kepuasan sebagai anteseden loyalitas pasien pada praktek dokter spesialis di surabaya