Administrasi dan Kebijakan Kesehatan
ISSN 1412-8853
Vol. 6 / No. 3 / Published : 2008-09
Related with : Scholar Yahoo! Bing
Original Article :
Patient intimacy dan kepuasan sebagai anteseden loyalitas pasien pada praktek dokter spesialis di surabaya
Author :
- SRI GUNAWAN*1
- RIRIN TRI RATNASARI*2
- dosen fakultas ekonomi unair surabaya
- 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 :
Johnson D,(2005) Cognitive and Affective Trust in Service Relationships new york : Journal of Business Research
kent G,(2005) Cognitive and Affective Trust in Service Relationships new york : Journal of Business Research
Peppers D,(2004) Managing Customer Relationships: A Strategic Framework USA : John Wiley and Sons, Inc
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 |
|
