The effect of service quality, fairness, reputation and perceived value on patient's loyalty in Malaysian private hospitals

Healthcare providers' quality becomes a serious problem in Indonesia thereby leading many Indonesians to seek medical treatment in Malaysian private hospitals. Nevertheless, Malaysian private hospitals are not equally delivering the expected quality services to the patients, thus leading to sho...

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Main Author:	Turay, Tiara
Format:	Thesis
Language:	eng eng
Published:	2021
Subjects:	RA410.55 Hospital Care.
Online Access:	https://etd.uum.edu.my/9628/1/s99122_01.pdf https://etd.uum.edu.my/9628/2/s99122_02.pdf
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id	my-uum-etd.9628
record_format	uketd_dc
spelling	my-uum-etd.96282024-01-29T08:40:40Z The effect of service quality, fairness, reputation and perceived value on patient's loyalty in Malaysian private hospitals 2021 Turay, Tiara Mohd Mokhtar, Sany Sanuri Salimon, Maruf Gbadebo Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business RA410.55 Hospital Care. Healthcare providers' quality becomes a serious problem in Indonesia thereby leading many Indonesians to seek medical treatment in Malaysian private hospitals. Nevertheless, Malaysian private hospitals are not equally delivering the expected quality services to the patients, thus leading to short time visits for health screening purposes only. Therefore, the main objective of this study is to examine the factors that can predict Indonesia patients’ loyalty to private hospitals in Malaysia. Specifically, it aims at examining the direct and indirect relationship between healthcare service quality, service fairness, hospital reputation, and patients’ perceived value on patients’ loyalty. The inconsistent findings from previous literature regarding the relationship among these constructs motivated this research. The study used Means-end and Social Exchange theories as underpinning theories to explain the relationship between the variables of the study. The study also employed questionnaires to collect data from 537 Indonesians who attended private hospitals in Malaysia. Smart PLS-SEM version 3.2.8 was used to analyze the collected data. The result proved that healthcare service quality, service fairness, and hospital reputation are positive significant predictors of patients’ perceived value. Patients’ perceived value positively and significantly influenced patients’ loyalty. Also, perceived value has a significant and positive mediating effect on the relationship between healthcare service quality, service fairness, hospital reputation, and patients’ loyalty. The research highlights the importance of perceived value in establishing loyalty and this indicates that Indonesian patients are value-oriented. Thus, it is recommended that private healthcare providers prioritize value creation and delivery as their top agenda. Conclusively, the researcher extensively discussed the findings, implications, and the limitations of the study, and equally made recommendations for future research to broaden the scope of the research in terms of the variables, population, and methodology. 2021 Thesis https://etd.uum.edu.my/9628/ https://etd.uum.edu.my/9628/1/s99122_01.pdf text eng public https://etd.uum.edu.my/9628/2/s99122_02.pdf text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mohd Mokhtar, Sany Sanuri Salimon, Maruf Gbadebo
topic	RA410.55 Hospital Care.
spellingShingle	RA410.55 Hospital Care. Turay, Tiara The effect of service quality, fairness, reputation and perceived value on patient's loyalty in Malaysian private hospitals
description	Healthcare providers' quality becomes a serious problem in Indonesia thereby leading many Indonesians to seek medical treatment in Malaysian private hospitals. Nevertheless, Malaysian private hospitals are not equally delivering the expected quality services to the patients, thus leading to short time visits for health screening purposes only. Therefore, the main objective of this study is to examine the factors that can predict Indonesia patients’ loyalty to private hospitals in Malaysia. Specifically, it aims at examining the direct and indirect relationship between healthcare service quality, service fairness, hospital reputation, and patients’ perceived value on patients’ loyalty. The inconsistent findings from previous literature regarding the relationship among these constructs motivated this research. The study used Means-end and Social Exchange theories as underpinning theories to explain the relationship between the variables of the study. The study also employed questionnaires to collect data from 537 Indonesians who attended private hospitals in Malaysia. Smart PLS-SEM version 3.2.8 was used to analyze the collected data. The result proved that healthcare service quality, service fairness, and hospital reputation are positive significant predictors of patients’ perceived value. Patients’ perceived value positively and significantly influenced patients’ loyalty. Also, perceived value has a significant and positive mediating effect on the relationship between healthcare service quality, service fairness, hospital reputation, and patients’ loyalty. The research highlights the importance of perceived value in establishing loyalty and this indicates that Indonesian patients are value-oriented. Thus, it is recommended that private healthcare providers prioritize value creation and delivery as their top agenda. Conclusively, the researcher extensively discussed the findings, implications, and the limitations of the study, and equally made recommendations for future research to broaden the scope of the research in terms of the variables, population, and methodology.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Turay, Tiara
author_facet	Turay, Tiara
author_sort	Turay, Tiara
title	The effect of service quality, fairness, reputation and perceived value on patient's loyalty in Malaysian private hospitals
title_short	The effect of service quality, fairness, reputation and perceived value on patient's loyalty in Malaysian private hospitals
title_full	The effect of service quality, fairness, reputation and perceived value on patient's loyalty in Malaysian private hospitals
title_fullStr	The effect of service quality, fairness, reputation and perceived value on patient's loyalty in Malaysian private hospitals
title_full_unstemmed	The effect of service quality, fairness, reputation and perceived value on patient's loyalty in Malaysian private hospitals
title_sort	effect of service quality, fairness, reputation and perceived value on patient's loyalty in malaysian private hospitals
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2021
url	https://etd.uum.edu.my/9628/1/s99122_01.pdf https://etd.uum.edu.my/9628/2/s99122_02.pdf
_version_	1794023765474017280

The effect of service quality, fairness, reputation and perceived value on patient's loyalty in Malaysian private hospitals

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