Building Patient Trust in the Era of National Health Insurance
Consequences of Healthcare Service Quality, Satisfaction and Health Conditions
Bibliographic Data
| ID | 12968616 |
|---|---|
| Authors | Nugroho Mardi Wibowo (0000-0003-3621-2630, Universitas Wijaya Putra, corresponding author), Woro Utari (0000-0002-0184-4403, Universitas Wijaya Putra), Yuyun Widiastuti (0000-0001-8296-8936, Universitas Wijaya Putra), Abdul Muhith (0000-0003-1667-5961, Universitas Nahdlatul Ulama Indonesia), Dyah Eko Setyowati (0000-0002-4063-1670, Universitas Patria Artha) |
| Year | 2020 |
| Volume | 12 |
| Issue | 3 |
| Pages | 75-75 |
| Publication date | 2020-08-25 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Review of European Studies (JOURNAL) |
| Journal identifiers | ISSN: 1918-7173 • E-ISSN: 1918-7181 |
| Publisher | Canadian Center of Science and Education (PUBLISHER) |
| DOI | 10.5539/res.v12n3p75 |
| OpenAlex | W3080837198 |
| Language | EN |
| References cited | 10 |
This study aimed to develop a patient trust model that contributes to patient satisfaction and quality healthcare services by focusing on the role of patient health condition as a moderator. Data were collected from three regional general hospitals in East Java, Indonesia, using a questionnaire administered to patients or the families of patients. The proposed model consists of seven constructs. Four represent the quality of healthcare: quality of interaction (five variables), physical environment quality (four variables), outcome quality (three variables), and justice quality (six variables). One construct represents the patient’s health condition (two variables), another represents patient satisfaction (six variables), and the last one is patient trust (six variables). The model was tested using structural equation modeling based on WarpPLS. The goodness-of-fit statistic supported the patient trust model. The hypothesis testing results indicated that physical environment quality, outcome quality, justice quality, and health conditions could predict patient satisfaction. The health condition construct was found to moderate the effect of justice quality on patient satisfaction. Moreover, interaction quality, outcome quality, health condition, and patient satisfaction had an influence on patient trust
Business · Construct (python library · Economics · Goodness of fit · Health care · Microeconomics · Moderation · Outcome (game theory · Patient satisfaction · Political science · Quality (philosophy · Service (business · Service quality · Statistic · Statistics · Structural equation modeling · Applied Psychology · Computer Science · Customer Service Quality and Loyalty · Healthcare Quality and Satisfaction · Mathematics · Medicine · Nursing · Patient Satisfaction in Healthcare · Psychology · Social Psychology · Marketing
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| Citation velocity | historical |
|---|---|
| Highly cited | No |