Model Development of Nursing Service Loyalty Ahsan Ahsan1, Pratiwi Y2, Nursalam Nursalam3,*, Efendi Ferry4 1Lecturer, Dept. of Nursing, Universitas Brawijaya Malang 2Master Nursing Student, Faculty of Nursing, Universitas Airlangga, Surabaya 3Professor, Faculty of Nursing, Universitas Airlangga, Surabaya 4Lecturer, Faculty of Nursing, Universitas Airlangga, Surabaya *Corresponding Author: Nursalam Nursalam Professor, Faculty of Nursing, Universitas Airlangga, Surabaya, Email: nursalam@fkp.unair.ac.id
Online published on 21 February, 2019. Abstract Introduction Customer loyalty to a hospital service is one of the main indicators as to whether the services provided are qualified and can satisfy customers or not. Objective This study aimed to develop a loyalty model of nursing services based on the SERVQUAL Model and the American Customer Satisfaction Index (ACSI). Method This study used a cross-sectional design and cluster random sampling. The study involved 180 samples. The independent variables were customer expectation, quality of services, perceived value and overall customer satisfaction. The dependent variable was loyalty. Data were collected using a questionnaire. The analysis used partial least square (PLS) and t-test with a significance level α > 1.96. Results Research results showed customer expectation to perceived quality (t = 5.483), customer expectation to perceived value (t = 2.767), customer expectation does not affect satisfaction (t = 1.322), perceived quality can increase perceived value (t = 3.896), perceived quality can increase satisfaction (t = 2.128), perceived value increase satisfaction (t = 3.538), and satisfaction can increase loyalty t = 4.327). Conclusion Customer loyalty can be established by precedence by build-up of customer expectations of the service to be delivered. Through the development of this model, nurses can provide the best service that can shape customer expectations by build-up of word of mouth, personal needs, external communication and maintaining past experience with the good quality of services. Therefore, hospital as a healthcare provider was expected to meet customer expectations by providing quality services. Top Keywords Service, loyalty, satisfaction, quality. Top |