EFFECT OF SERVICE QUALITY AND HOSPITAL IMAGE ON SATISFACTION, TRUST, AND WORD OF MOUTH

Darti, Darti and Suhermin, Suhermin and Ujianto, Ujianto (2018) EFFECT OF SERVICE QUALITY AND HOSPITAL IMAGE ON SATISFACTION, TRUST, AND WORD OF MOUTH. International Journal of Economics, Business and Management Research (IJEBMR), 2 (4). pp. 91-100. ISSN 2456-7760

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Abstract

This research aimed to analyze and test the effect of service quality on satisfaction, trust, and word of mouth of patient families in a hospital. The research population were families of mental disorder patients who were treated at the Special Hospital in South Sulawesi Province. The model of this research used 23 indicators; therefore, the minimum sample size included 125 respondents.Then, this research found that service quality affected satisfaction, trust, and word of mouth. While, hospital images influenced either trust and word of mouth. This research also indicated that the effect of hospital image on satisfaction was insignificant. Furthermore, both satisfaction and trust affected word of mouth. Keywords: service quality, satisfaction, trust, and word of mouth

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