Main Article Content
The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Ciptaan disebarluaskan di bawah lisensi Creative Commons Atribusi-NonKomersial 4.0 Internasional .
Aagja, J. P., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60–83. https://doi.org/10.1108/17506121011036033
Aghamolaei, T., Eftekhaari, T. E., Rafati, S., Kahnouji, K., Ahangari, S., Shahrzad, M. E., … Hoseini, S. H. (2014). Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: Patients’ perspective. BMC Health Services Research, 14(1), 1–5. https://doi.org/10.1186/1472-6963-14-322
Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International Journal of Educational Management, 24(1), 73–85. https://doi.org/10.1108/09513541011013060
Arsanam, P & Khanchitpol Y, (2014), The Relationship between Service Quality and Customer Satisfaction of Pharmacy Departments in Public Hospitals, International Journal of Innovation, Management and Technology, Vol. 5, No.4.
Asadi, A., Pool, J.K., & Reza Jalilvand, M. (2014). The effect of perceived price fairness through satisfaction and loyalty on international tourists’ price acceptance of Islamic-Iranian art products. Education, Business and Society: Contemporary Middle Eastern Issues, 7(4), 201–215. https://doi.org/10.1108/EBS-10-2013-0045
Chang, C. S., Chen, S. Y., & Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Services Research, 13(1), 1. https://doi.org/10.1186/1472-6963-13-22
Chaniotakis, I.E & Lymperopoulos.C, (2009), Service Quality Effect on Satisfaction and Word of Mouth in the Health Care Industrys, Journal of Managing Service Quality, Vol. 19. No. 2. pp. 229-242.
Chaparro-Peláez, J., Hernández-García, Á., & Urueña-López, A. (2015). The role of emotions and trust in service recovery in business-to-consumer electronic commerce. Journal of Theoretical and Applied Electronic Commerce Research, 10(2), 77–90. https://doi.org/10.4067/S0718-18762015000200006
Duarte, P. O., Alves, H. B., & Raposo, M. B. (2010). Understanding university image: A structural equation model approach. International Review on Public and Nonprofit Marketing, 7(1), 21–36. https://doi.org/10.1007/s12208-009-0042-9
El Ouardighi, F., Feichtinger, G., Grass, D., Hartl, R. F., & Kort, P. M. (2016). Advertising and Quality-Dependent Word-of-Mouth in a Contagion Sales Model. Journal of Optimization Theory and Applications, 170(1), 323–342. https://doi.org/10.1007/s10957-015-0855-0
Garbarino, E., & Johnson, M. (1999). The different roles of satisfaction, trust, and commitment in customer relationship,”. The Journal of Marketing, 63(2), 70–88. https://doi.org/10.2307/1251946
Heide, M., & Grønhaug, K. (2009). Key factors in guests’ perception of hotel atmosphere. Cornell Hospitality Quarterly, 50(1), 29–43. https://doi.org/10.1177/1938965508328420
Helgesen, Ø., & Nesset, E. (2007). Images, Satisfaction and Antecedents: Drivers of Student Loyalty? A Case Study of a Norwegian University College. Corporate Reputation Review, 10(1), 38–59. https://doi.org/10.1057/palgrave.crr.1550037
Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007). The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases. Journal of Product & Brand Management, 16(1), 49–58. https://doi.org/10.1108/10610420710731151
Hermawan, A., & Kristaung, R. (2014). Metodologi Penelitian Bisnis (Pedoman Praktis Untuk Penulisan Skripsi, Tesis dan Disertasi). Jakarta: LPFEB Universitas Trisakti).
Hess, R. L. (2008). The impact of firm reputation and failure severity on customers’ responses to service failures. Journal of Services Marketing, 22(5), 385–398. https://doi.org/10.1108/08876040810889157
Isik, O., Tengilimoğlu, D & Akbolat, M. (2011), Measuring Health Care Quality With the SERVQUAL Method: a Comparison in Public and Private Hospitals, HealthMED, Vol. 5.
Jin, L. (2010). Determinants of customers’ complaint intention. Nankai Business Review International, 1(1), 87–99. https://doi.org/10.1108/20408741011032872
Kabadayi, S. (2016). Customers’ dissatisfaction with banking channels and their intention to leave banks: The moderating effect of trust and trusting beliefs. Journal of Financial Services Marketing, 21(3), 194–208. https://doi.org/10.1057/s41264-016-0005-2
Kitapci, O., Ceylan A & İbrahim T.D, (2014), The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry, Procedia - Social and Behavioral Sciences 148 : 161 – 169.
Kotler, P. & Keller, K.L, (2011), Marketing Management. 14th Edition. Eaglewood Cliffs, New Jesey, Prentice Hall.
Li, S. C. (2013). Exploring the Relationships among Service Quality, Customer Loyalty and Word-Of-Mouth for Private Higher Education in Taiwan. Asia Pacific Management Review, 18(4), 375–389. https://doi.org/10.6126/APMR.2013.18.4.02
Lopez, C., Gotsi, M., & Andriopoulos, C. (2011). Conceptualising the influence of corporate image on country image. European Journal of Marketing, 45(11/12), 1601–1641. https://doi.org/10.1108/03090561111167315
Martín‐Consuegra, D., Molina, A., & Esteban, Á. (2007). An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector. Journal of Product & Brand Management, 16(7), 459–468. https://doi.org/10.1108/10610420710834913
Moliner, M. A. (2009). Loyalty, perceived value and relationship quality in healthcare services. Journal of Service Management, 20(1), 76–97. https://doi.org/10.1108/09564230910936869
Munnukka, J. (2008). Customers’ purchase intentions as a reflection of price perception. Journal of Product & Brand Management, 17(3), 188–196. https://doi.org/10.1108/10610420810875106
Nadiri, H., Hussain, K., Haktan Ekiz, E., & Erdoğan, Ş. (2008). An investigation on the factors influencing passengers’ loyalty in the North Cyprus national airline. The TQM Journal, 20(3), 265–280. https://doi.org/10.1108/17542730810867272
Nikbin, D., Ismail, I., Marimuthu, M., & Armesh, H. (2012). Perceived justice in service recovery and switching intention. Management Research Review, 35(3/4), 309–325. https://doi.org/10.1108/01409171211210181
Pantouvakis, A., & Bouranta, N. (2014). Quality and price – impact on patient satisfaction. International Journal of Health Care Quality Assurance, 27(8), 684–696. https://doi.org/10.1108/IJHCQA-10-2013-0128
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A Multiple-Item Scale For Measuring Consumer Perc. Journal of Retailing, 64(1), 12.
PMK 28, 2014, Pedoman Pelaksanaan Program Jaminan Kesehatan Nasional.
Polsa, P., Fuxiang, W., Sääksjärvi, M., & Shuyuan, P. (2013). Cultural values and health service quality in China. International Journal of Health Care Quality Assurance, 26(1), 55–73. https://doi.org/10.1108/09526861311288640
R Sari, W. I. (2017). The Role of Regulations on Administrative and Practices in Improving Quality of Services in Public Organizations. Cogent Business & Management, 80(1), 1–17. https://doi.org/10.1080/23311975.2017.1396952
Ramez, W, (2012), Patient’s Perseption of Health Care Quality, Satisfaction and Behavioral Intention: An Empirical Strudi in Bahrain, International Journal of Business and Sosial Science, Vol.3 No.18.
Rehman, A. A. (2012). Customer satisfaction and service quality in Islamic banking: A comparative study in Pakistan, United Arab Emirates and United Kingdom. Qualitative Research in Financial Markets, 4(2/3), 165–175. https://doi.org/10.1108/17554171211252501
Reza Jalilvand, M., & Samiei, N. (2012). The effect of word of mouth on inbound tourists’ decision for traveling to Islamic destinations (the case of Isfahan as a tourist destination in Iran). Journal of Islamic Marketing. https://doi.org/10.1108/17590831211206554
Reza Jalilvand, M., & Samiei, N. (2012). The impact of electronic word of mouth on a tourism destination choice. Internet Research. https://doi.org/10.1108/10662241211271563
Saleem, S. S., Moosa, K., Imam, A., & Khan, R. A. (2017). Service Quality and Student Satisfaction : The Moderating Role of University Culture , Reputation and Price in Education Sector of Pakistan. Iranian Journal of Management Studies, 10(1), 237–258. https://doi.org/10.22059/ijms.2017.217335.672304
Sumaedi, S., Yarmen, M., & Yuda Bakti, I. G. M. (2016). Healthcare service quality model. International Journal of Productivity and Performance Management, 65(8), 1007–1024. https://doi.org/10.1108/IJPPM-08-2014-0126
Sumaedi, S., Yuda Bakti, I. G. M., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2016). Indonesian Public Healthcare Service Institution’s Patient Satisfaction Barometer (IPHSI-PSB). International Journal of Productivity and Performance Management, 65(1), 25–41. https://doi.org/10.1108/IJPPM-07-2014-0112
Tuan, N. M. (2012). Effects of service quality and price fairness on student satisfaction. International Journal of Business and Social Science, 3(19 October), 132–151. Retrieved from https://www.academia.edu/9764615/Effects_of_Service_Quality_and_Price_Fairness_on_Student_Satisfaction
Van de Walle, S. (2016). When public services fail: a research agenda on public service failure. Journal of Service Management, 27(5), 831–846. https://doi.org/10.1108/JOSM-04-2016-0092
Wang, X. (2011), The Effect of Inconsistent Word-of-Mouth during the Service Encounter, Journal of Service Marketing, 25/4, pp.252-259.
Yousapronpaiboon, K., & C. Johnson, W. (2013). Measuring hospital out-patient service quality in Thailand. Leadership in Health Services, 26(4), 338–355. https://doi.org/10.1108/LHS-07-2012-0023
Zeithaml, V. A. (2016). Consumer Perceptions of Price , Quality , and Value : A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2–22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A, (1996), The Behavioural Consequences of Service Quality. Journal of Marketing, 60: 31-46.
Zeithaml, V.A., and Bitner, M.J, (2009), Services Marketing Integrating Customer Focus Across The Firm, McGraw-Hill International Edition, New York.