Revisiting Intentions at Hospital X's Medical Check-Up Service: A Review of Perceived Service Quality and Cost
DOI:
https://doi.org/10.37385/ijedr.v5i4.3903Keywords:
Service Quality, Perceived Cost, Revisit IntentionAbstract
The purpose of this study is to obtain the results of a study of service quality, perceived price and revisit intentions at medical check-up services at X Hospital, as well as to obtain the results of an analysis of the related influence of service quality on revisit intentions at medical check-up services at X Hospital through perceived costs. Researchers conducted observations, interviews, and distributed questionnaires to 200 patients who had used medical check-up services. Path analysis was also used in this study. Medical check-up services at X Hospital are of high quality. However, the cost felt by patients when using medical check-up services is still felt to be less cheap. Even so, patients still have a desire to reuse the service because of the lack of choices available. Service quality is quite closely and significantly related to the perceived cost of medical check-up services. Similarly, service quality is quite closely and significantly related to the intention to revisit medical check-up services. This is not much different from the perceived cost which is quite closely and significantly related to the intention to revisit the medical check-up service. Regular customer service excellence training for all health workers can improve service quality, especially in this case, namely friendliness, speed and focus on the needs and desires of patients. The impact of this is an increase in patient satisfaction and desire to return to using medical check-up services at X Hospital. Furthermore, increasing the speed of service to patients (for example through optimisation of equipment and resources that have been owned) can increase satisfaction and desire to use medical check-up services. Furthermore, improving facilities and infrastructure (e.g. the technology used and the waiting room) can be done to increase people's desire to pay more for medical check-up services.
References
Amin, M., & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance: An International Journal, 18(3), 238–254. https://doi.org/10.1108/CGIJ-05-2012-0016
Basu, J., Avila, R., & Ricciardi, R. (2016). Hospital Readmission Rates in U.S. States: Are Readmissions Higher Where More Patients with Multiple Chronic Conditions Cluster? Health Services Research, 51(3), 1135–1151. https://doi.org/https://doi.org/10.1111/1475-6773.12401
Bopp, K. D. (1990). How patients evaluate the quality of ambulatory medical encounters: a marketing perspective. Journal of Health Care Marketing, 10(1), 6–15.
Büttner, O. B., Florack, A., & Göritz, A. S. (2015). How shopping orientation influences the effectiveness of monetary and nonmonetary promotions. European Journal of Marketing, 49(1/2), 170–189. https://doi.org/10.1108/EJM-01-2012-0044
Cheng, L. L., & Monroe, K. B. (2013). An appraisal of behavioral price research (part 1): price as a physical stimulus. AMS Review, 3(3), 103–129. https://doi.org/10.1007/s13162-013-0041-1
Choi, B. J., & Kim, H. S. (2013). The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Managing Service Quality, 23(3), 188–204. https://doi.org/10.1108/09604521311312228
Dobre, C., Dragomir, A. C., & Milovan-Ciuta, A.-M. (2013). A MARKETING PERSPECTIVE ON THE INFLUENCES OF WAITING TIME AND SERVICESCAPE Anca Cristina DRAGOMIR Anca-Maria MILOVAN-CIUTA. Management and Marketing Challenges for the Knowledge Society, 8(4), 683–698.
Gowing, J., Walker, K., Elmer, S., & Cummings, E. (2017). What are the Most Effective Methods of Disaster Preparation for Health Professionals and Support Staff? Perspectives from Staff at St Vincent’s Private Hospital, Sydney - Phase 1 of a Multi-site Study. Prehospital and Disaster Medicine, 32(S1), S74–S74. https://doi.org/DOI: 10.1017/S1049023X17001972
Kotler, P., & Clarke, R. N. (1986). Marketing for health care organizations / Philip Kotler, Roberta N. Clarke. Prentice-Hall.
Lee, E., & Han, S. (2015). Determinants of adoption of mobile health services. Online Information Review, 39(4), 556–573. https://doi.org/10.1108/OIR-01-2015-0007
Liu, C.-H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42–54. https://doi.org/https://doi.org/10.1016/j.jairtraman.2015.12.007
Moon, K.-S., Ko, Y. J., Connaughton, D. P., & Lee, J.-H. (2013). A mediating role of destination image in the relationship between event quality, perceived value, and behavioral intention. Journal of Sport & Tourism, 18(1), 49–66. https://doi.org/10.1080/14775085.2013.799960
Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating service quality as a second-order factor in a customer satisfaction and loyalty model. International Journal of Contemporary Hospitality Management, 29(12), 2978–3005. https://doi.org/10.1108/IJCHM-11-2016-0610
Petrick, J. F. (2002). Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service. Journal of Leisure Research, 34(2), 119–134. https://doi.org/10.1080/00222216.2002.11949965
Woolley, F. R., Kane, R. L., Hughes, C. C., & Wright, D. D. (1978). The effects of doctor-patient communication on satisfaction and outcome of care. Social Science & Medicine. Part A: Medical Psychology & Medical Sociology, 12, 123–128. https://doi.org/https://doi.org/10.1016/0271-7123(78)90039-1
Wu, K., Vassileva, J., Noorian, Z., & Zhao, Y. (2015). How do you feel when you see a list of prices? the interplay among price dispersion, perceived risk and initial trust in Chinese C2C market. Journal of Retailing and Consumer Services, 25, 36–46. https://doi.org/https://doi.org/10.1016/j.jretconser.2015.03.007
