Managing patient loyalty through digital patient experience

Authors

  • Julia Famor Pratami Faculty of Economic and Business Education, Universitas Pendidikan Indonesia, Bandung https://orcid.org/0000-0001-8202-5348
  • Vanessa Gaffar Faculty of Economic and Business Education, Universitas Pendidikan Indonesia, Bandung https://orcid.org/0000-0003-3304-8679
  • Puspo Dewi Dirgantari Faculty of Economic and Business Education, Universitas Pendidikan Indonesia, Bandung https://orcid.org/0000-0002-4414-8395
  • Chairul Furqon Faculty of Economic and Business Education, Universitas Pendidikan Indonesia, Bandung
  • Mari Maryati Faculty of Economic and Business, Universitas Komputer Indonesia, Bandung, Indonesia

DOI:

https://doi.org/10.15549/jeecar.v10i4.1356

Keywords:

Patient Loyalty, Innovation, Service Quality, Digital Patient Experience, Healthcare, Structural Equation Model

Abstract

This study aims at providing an understanding of the relationship between the digital experience of patients, innovation, and service quality to enhance patient loyalty to healthcare facilities in Indonesia. The data were then analyzed using the structural equation model. This study involved 214 patients at healthcare facilities in Indonesia, filling out questionnaires through an online survey. The data were analyzed using a structural equation model with Confirmatory Factor Analysis (CFA) for the measurement model analysis. The results indicated that patient loyalty could be influenced by healthcare facilities that simultaneously implemented innovation, patient digital experience, and service quality. The novelty of this study was obtained by testing and analyzing patient digital relationships, innovation, service quality, and patient loyalty in a model, and using healthcare facilities in Indonesia as a research analysis unit. Moreover, it was compared with the health and non-health industries in other countries.

 

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Published

2023-07-01

How to Cite

Famor Pratami, J. ., Gaffar, V. ., Dewi Dirgantari, P., Furqon, C., & Maryati, M. (2023). Managing patient loyalty through digital patient experience . Journal of Eastern European and Central Asian Research (JEECAR), 10(4), 620–629. https://doi.org/10.15549/jeecar.v10i4.1356

Issue

Vol. 10 No. 4 (2023): Journal of Eastern European and Central Asian Research

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