伊斯兰教医院服务标准和宗教承诺对患者满意度和忠诚度的影响:印度尼西亚认证伊斯兰教医院的启示

IF 2.5 Q2 BUSINESS, FINANCE
Ngatindriatun Ngatindriatun, Muhammad Alfarizi, Tika Widiastuti
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引用次数: 0

摘要

目的本研究旨在分析伊斯兰教医院服务标准、穆斯林患者的宗教承诺和信任对态度和满意度的影响,以及忠诚度的意义。设计/方法/途径本研究通过对印尼一家经认证的伊斯兰教医院的 425 名患者进行有目的的抽样调查,并使用偏最小二乘结构方程建模软件对数据进行分析,以检验路径模型和工具之间的关系。研究结果本研究表明,医院设施、医生服务、护士服务、医疗保健技术以及医院环境和管理行为会影响患者的满意度。此外,宗教信仰和信任鼓励患者的态度也决定了患者的满意度。高满意度将提高患者对伊斯兰教医院的忠诚度。研究局限性/影响本研究鼓励管理者最大限度地提高伊斯兰人文医疗服务的质量和舒适设施的基础设施。此外,医院还需要改善其整体氛围、技术服务和行政行为,使其成为医院营销的基本价值--通过内部和外部的各种培训计划培养医务工作者的能力和道德行为。原创性/价值本研究提出了伊斯兰教医院服务标准的确定,同时将对宗教性和信任的承诺作为穆斯林患者对态度和满意度的心理视角,及其对已获得官方认证的印尼伊斯兰教医院品牌忠诚度的影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Impact of Sharia hospital service standards and religiosity commitment on patient satisfaction and loyalty: insights from certified Sharia hospital in Indonesia

Purpose

This study aims to analyze the influence of the dimensions of Sharia hospital service standards, religiosity commitment and trust of Muslim patients on attitudes and satisfaction, as well as the implications of loyalty.

Design/methodology/approach

This study was carried out by analyzing data obtained from a survey with purposive sampling techniques with 425 patients in an Indonesian-certified Sharia hospital and analyzing it using partial least squares structural equation modeling software to test the path modeling and the relationship between the instruments.

Findings

This study shows that hospital amenities, doctor’s services, nurses’ services, health-care technicalities and hospital environmental and administrative behavior affect patient satisfaction. In addition, religiosity and trust in encouraging patient attitudes determine patient satisfaction. High satisfaction points will increase loyalty to Sharia hospitals.

Research limitations/implications

This study encourages managers to maximize the quality of humanist Islamic medical services and the infrastructure of comfortable facilities. In addition, hospitals need to improve their holistic atmosphere, technical services and administrative behavior so that they can become essential value for hospital marketing – the development of competence and ethical behavior of health workers through various training programs internally and externally.

Originality/value

This study presents the determination of Sharia hospital service standards accompanied by a commitment to religiosity and trust as a psychological perspective of Muslim patients on attitudes and satisfaction and its implications on the brand loyalty of Indonesian Sharia hospitals that have been officially certified.

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来源期刊
CiteScore
4.80
自引率
22.70%
发文量
78
期刊介绍: The journal provides a dynamic forum for the advancement of accounting and business knowledge based on Shari’ah and Islamic activities that have an impact on the welfare of society. JIABR publishes articles on the interplay between Islamic business ethics, accounting, auditing and governance, in promoting accountability, socio-economic justice (adl) and everlasting success (al-falah). It seeks to inform, among others, current theoretical and empirical research and practice in Islamic accounting, auditing and corporate governance, management of Islamic organizations, accounting regulation and policy for Islamic institutions, Shari’ah auditing and corporate governance, financial and non-financial performance measurement and disclosure in Islamic institutions and organizations. All styles of research, theoretical and empirical, case studies, practice-based papers and research notes that are well written and falling within the journal''s scope, are generally welcomed by the journal. Scope/Coverage Development of accounting, auditing and corporate governance concepts based on Shari’ah Socio-political influence on accounting and auditing regulation and policy making for Islamic financial institutions and organizations Historical perspectives on Islamic accounting, auditing and financial management Critical analysis on issues and challenges on accounting disclosure and measurement, Shari’ah audit and corporate governance Controls and risks in Islamic organizations Financial and non-financial performance measurement and disclosure.
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