Haryeni Haryeni, Nofri Yendra


This study aims to determine: Effect of Servqual Dimension (Responsiveness) on Patient Satisfaction, Effect of Servqual Dimension on Patient Satisfaction, Effect of Servqual Dimension (Assurance) on Patient Satisfaction, Effect of Servqual Dimension (Reliability) affect on Patient Satisfaction, Effect of Servqual Dimension (Tangible) influence on Patient Satisfaction, Effect of Patient Satisfaction on Repurchase Intentions, Effect of Patient Satisfaction on WOM Communication, Effect of WOM Communication on Repurchase Intentions. The population in this study is the population of the city of Padang /consumers who has been used services at three Private Hospitals in the city of Padang, namely the Citra Bunda Public Hospital Medical Center, Ibnu Sina Islamic General Hospital and Siti Rahmah Hospital. The number of research samples used were 138 respondents. Sampling technique using accidental sampling. The data analysis technique used in testing the hypothesis of this study is SEM analysis using the Partial Least Square (PLS) program. The results showed that Assurance had a significant effect on Satisfaction, Empathy had no significant effect on Satisfaction, Reliable had no significant effect on Satisfaction, Responsibility had a significant effect on Satisfaction, Tangible had no significant effect on Satisfaction, Satisfaction had a significant effect on Repurchase Intentions, Satisfaction had no significant effect on Communication WOM, WOM communication has no significant effect on Repurchase intentions. The R-square value of the Servqual dimension variable has an effect on Satisfaction of 53.3%, the satisfaction variable has an effect on the repurchase intentions variable of 53.9% and the Repurchase Intentions variable has an effect on the WOM Communication of 41.4%.

Keywords: ServQual, Patient Satisfaction, Repurchase Intentions, WOM Communication

Teks Lengkap:



Aagja, J. P. and Garg, R. (2010) "Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context", International Journal of Pharmaceutical and Healthcare Marketing, Vol. 4 Iss: 1, pp.60 - 83.

Anbori, A. Ghani, SN. Yadav, H. Daher, AM. and Su, TT. (2010) “Patient satisfaction and loyalty to the private hospitals in Sana’a, Yemen”, International Journal for Quality in Health Care, Vol.22, Iss:4, pp.310-315.

Andaleeb, SS. and Millet, I. (2010) "Service experiences in hospitals in Bangladesh: are there gender inequities?", International Journal of Health Care Quality Assurance, Vol. 23, Iss: 6, pp.591 – 606.

Anderson, EW. (1998) “Customer satisfaction and word of mouth”, Journal of Service Research, Vol.1, Iss:1, pp.5-17.

Butler, D. Oswald, SL. and Turner, DE. (1996) “The effects of demographics on determinants of perceived health-care service quality: The case of users and observers”, Journal of Management in Medicine, Vol.10, Iss:5, pp.8–20.

Butt, MM. and Run, EC. (2010) “Private healthcare quality: applying a SERVQUAL model”, International Journal of Health Care Quality Assurance, Vol.23, Iss:7, pp.658-673.

Camilleri, D. and O'Callaghan, M. (1998) "Comparing public and private hospital care service quality", International Journal of Health Care Quality Assurance, Vol. 11, Iss:4, pp. 127 – 133.

Chaniotakis, IE. and Lymperopoulos, C. (2009) “Service quality effect on satisfaction and word of mouth in the health care industry”, Managing Service Quality, Vol.19, Iss:2, pp.229-242.

Chowdhary, N. and Prakash, M. (2007), “Prioritizing service quality dimensions”, Managing Service Quality, 17(5), pp. 493 – 509. Cronin, JJ. and Taylor, SA. (1992) “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56, pp. 55-68.

Conin, J J dan Taylor, S, A, 1992, “Measuring Service Quality: A Rexexamination and Extension”, Journal of Marketing, July (56): 55-68

Djarwanto. (2012). Statistik Induktif. Edisi kelima, Penerbit BPFE, Yogyakarta.

Ehigie, BO. (2006) “Correlates of customer loyalty to their bank: a case study in Nigeria”, The International Journal of Bank Marketing, Vol. 24, Iss: 7, pp. 494- 508.

Ennew, C.T., Banerjee, A.K. and Li, D. (2000) “Managing word of mouth communication: empirical evidence from India”, International Journal of Bank Marketing, Vol. 18 No. 2, pp. 75-83.

Espinoza, M. M. (1999) "Assessing the cross-cultural applicability of a service quality measure A comparative study between Quebec and Peru", International Journal of Service Industry Management, Vol. 10 Iss: 5, pp.449 – 468.

Fornell C. and Larcker, D. (1981) “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, 18 Feb., 39-50.

Gilly, MC. Graham, JL. Wolfinbarger, MF. and Yale LJ. (1998) A dyadic study of international information search” Journal of The Academy of Market Science, Vol.26, Iss:2, pp.83-100.

Gremler, D.D. and Brown, S.W. (1996), “Service loyalty: its nature, importance, and implications”, in Edvardsson, B., Brown, S.W. and Johnston, R. (Eds), Advancing Service Quality: A Global Perspective, International Service Quality Association, Jamaica, NY, pp. 171-80.

Gundersen, MG. Heide, M. and Olsson, UH. (1996) “Hotel guest satisfaction among business travellers: What are the important factors?” Cornell Hospitality Quarterly, Vol. 37, Iss:2, pp.72-81.

Hu, LT. and Bentler, PM. (1999) “Cut off criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives” Structural Equality Modeling, Vol.6, Iss:1, pp.1-55.

Işık, O. Tengilimoğlu, D. and Akbolat, M. (2011) “Measuring health care quality with the SERVQUAL method: a comparison in public and private hospitals”, HealthMED, Vol. 5, Iss:6, pp. 1921-1930.

Jabnoun, N. and Al-Tamimi HAH, (2003) "Measuring perceived service quality at UAE commercial banks", International Journal of Quality & Reliability Management, Vol. 20 Iss: 4, pp.458 – 472.

Jun, M., Yang, Z. and Kim, D. (2004), “Customers’ perceptions of online retailing service quality and their satisfaction”. International Journal of Quality & Reliability Management, 21(8), pp. 817- 840

Kandampully, J. and Suhartanto, D. (2000) "Customer loyalty in the hotel industry: the role of customer satisfaction and image", International Journal of Contemporary Hospitality Management, Vol. 12, Iss: 6, pp.346 – 351

Karatepe, OM. Avci, T. and Tekinkus, M. (2005) “Measuring service quality of banks: scale development and validation”, Journal of Retailing and Consumer Services, Vol. 12 No. 5, pp. 373-383.

Kitapci, O. Akdogan, C. Dortyol, IT. (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 (2014) 161 – 169.

Kuei, C. and Lu, M.H. (1997), "An integrated approach to service quality improvement", International Journal of Quality Science, Vol. 2 No.1, pp.24-36

Kuo, Y. Wu, C. and Deng, W. (2009) “The relationship among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services”, Computer in Human Behavior, Vol.25, pp.887-896.

Ladhari, R. (2009) “A review of twenty years of SERVQUAL research”. International Journal of Quality and Service Science, Vol.1, Iss:2, pp.172-198. Lang, B. (2011) “How word of mouth communication varies across service encounters”, Managing Service Quality, Vol.21, Iss: 6, pp.583-598.

Lee, H. Lee, Y. and Yoo, D. (2000) “The determinants of perceived service quality and its relationship with satisfaction”, Journal of Service Marketing, Vol.14, Iss:3, pp.217-231.

Lee, J. Kim, H, Ko, YJ. and Sagas, M. (2011) “The influence of service quality on satisfaction and intention: A gender segmentation strategy”, Sport Management Reviews, Vol.14, pp. 54-63.

Likert, R. (1934) “A simple and reliable method of scoring the turnstone attitude scales” Journal of Social Psychology, Vol.5, pp.:228.

Long, M. and McMellon, C. (2004) “Exploring the determinates of retail service quality on the internet”, Journal of Service Marketing, Vol.18, Iss:1. pp.78-90. Manaf, NHA. (2005) "Quality management in Malaysian public health care", International Journal of Health Care Quality Assurance, Vol.18, Iss:3, pp. 204 – 216. Mayfield, J. and Mayfield, M. (2008) “The creative environment’s influence on intent to turnover”, Management Research News, Vol.31, Iss:1, pp.41-56.

Mazzarol, T. Sweeney, JC. and Soutar, GN. (2007) "Conceptualizing word-of-mouth activity, triggers and conditions: an exploratory study", European Journal of Marketing, Vol. 41 Iss: 11/12, pp.1475 - 1494

Mei, AWO. Dean, AM and White CJ. (1999) “Analysing service quality in the hospitality industry”, Managing Service Quality, Vol. 9, Iss:2, pp. 136 - 143

Mels, G. Boshoff, C. and Nel, D. (1997) “The dimensions of service quality: the original European perspective revisited”, Service Industries Journal, Vol. 17 Iss: 1, pp. 173-89.

Murray, D. and Howat, G. (2002) “The relationship among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre”, Sport Management Review, Vol.5, pp.25-43.

Murray, K. (1991) “A test of services marketing theory: consumer information acquisition activities”, Journal of Marketing, Vol.55, pp. 10-25.

Nadiri, H. and Hussain, K. (2005) “Perceptions of service quality in North Cyprus hotels”, International Journal of Contemporary Hospitality Management, Vol.17, Iss:6, pp.469–480.

O'Neill, M. Watson, H. and McKenna, M. (1994) "Service Quality in the Northern Ireland Hospitality Industry", Managing Service Quality, Vol.4, Iss:3, pp. 36 – 40.

Parasuraman, A. Zeithaml, VA. and Berry, LL. (1985) “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol.

, Fall, pp. 41-50.

Parasuraman, A. Zeithaml, VA. and Berry, LL. (1988) “SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol.64, Iss:1, pp. 12-43.

Parasuraman, A. Zeithaml, VA. and Berry, LL. (1991) “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol.67, Iss:4, pp. 420-50. Phillips, WJ. Wolfe, K. Hodur, N. and Leistritz, FL. (2011) “Tourist word of mouth and revisit intentions to rural tourism destinations: A case of North Dakota,

USA”, International Journal of Tourism Research, Vol.13, Iss:6, pp.600-12

Pizam, A. and Ellis, T. (1999) “Customer satisfaction and its measurement in hospitality enterprises” International Journal of Contemporary Hospitality Management, Vol.11, Iss:7, pp.326-339.

Poolthong, Y. and Mandhachitara, R. (2009) “Customer expectations of CSR, perceived service quality and brand effect in Thai retail banking”, International Journal of Bank Marketing, Vol.27, Iss:6, pp.408–427.

Qin, H. Prybutok, VR. and Zhao, Q. (2010) "Perceived service quality in fast-food restaurants: empirical evidence from China", International Journal of Quality & Reliability Management, Vol. 27 Iss: 4, pp.424 – 437

Redman, T. and Mathews, B. P. (1998), “Service quality and human resource management: A review and research agenda”, Personnel Review, 27 (1), pp. 57-77 Repo, KL. (1999), Word-of-mouth communication in the hospitality industry, Swedish School of Economics and Business Administration Research Reports.

Saunders, S.G. (2008), “Measuring and applying the PAKSERV service quality construct: Evidence from a South African cultural context”, Managing Service Quality, Vol.18 Iss: 5, pp. 442 – 456.

Sieberer, UR. Freeman, J. Kokonyei, G. Thomas, CA. and Erhart M. (2009), “School as a determinant for health outcomes – a structural equation model analysis”, Health Education, Vol.109, Iss:4, pp.342-356.

Svensson, G. (2006), “New aspects of research into service encounters and service quality”, International Journal of Service Industry Management, 17, pp. 245-57. Sweeney, JC. Soutar, GN. and Mazzarol T. (2008) “Factors influencing word of mouth effectiveness: Receiver perspectives”, European Journal of Marketing, Vol.42, Iss:3/4, pp.344-364.

Tsiotsou, R. (2006) “The role of perceived product quality and overall satisfaction on purchase intentions. International Journal of Consumer Studies, Vol.30, Iss:2, pp.207-217.

Tsoukatos, E. and Rand, GK. (2006) “Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance “, Managing Service Quality, Vol.16, Iss:4, pp.501-519.

Türkiye Cumhuriyeti Sağlık Bakanlığı, Sağlık İstatistikleri Yıllığı (2010).

Wang, X.(2011), “The effect of inconsistent word-of-mouth during the service encounter”, Journal of Service Marketing, 25/4, pp.252-259.

Wang, Y. and Lo, HP. (2002) “Service quality, customer satisfaction and behaviour intentions: Evidence from China’s telecommunication industry”, Info, Vol.4, Iss:6, pp.50-60.

White, J.C., Varadarajan, P.R. and Dacin, P.A. (2003), “Market situation interpretation and response: the role of cognitive style, organizational culture, and information use”, Journal of Marketing, Vol. 67 No. 3, pp. 63-79.

Woodside, AG. Frey, LL. and Daly, RT. (1989), “Linking service quality, customer satisfaction, and behavioral intention”, Journal of Health Care Marketing, Vol.9, Iss:4, pp.5-17.

Yang, Z. and Peterson, RT. (2004) “Customer perceived value, satisfaction, and loyalty: The role of switching costs”, Psychology & Marketing, Vol.21, Iss:10, pp.799-822.

Yeşilada, F. and Direktör E. (2010), “Health care service quality: A comparison of public and private hospitals”, African Journal of Business Management, Vol. 4, Iss:6, pp. 962-971.

Zairi, M. (2000) “Managing customer satisfaction: A best practice perspective”, The TQM Magazine, Vol.12, Iss:6, pp.389-394.

Zhou, L. Zhang, Y. and Xu, J. (2002) “A Critical Assessment of SERVQUAL’s Applicability in the Banking Context of China, Asia Pacific Advances in Consumer Research”, Association for Consumer Research, Vol. 5, pp. 14-21.

DOI: https://doi.org/10.31869/mi.v14i2.1750


  • Saat ini tidak ada refbacks.

Kunjungan Sampai Saat ini    Web
Analytics Made Easy - StatCounter Flag Counter