The Effect of Service Quality and Clinic Image on Satisfaction to Mediate Revisit Intention and Loyalty in Beauty Clinic Industry
https://doi.org/10.35877/454RI.daengku1735
Keywords:
Service Quality, Patient Satisfaction, Revisit Intention, Patient Loyalty, Aesthetic Clinic
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Abstract
The aesthetic sector of healthcare services has grown significantly for both men and women in Indonesia and around the world. This study targets to examine the direct effect of service quality, which consists of tangibility, reliability, responsiveness, assurance, empathy, and clinic image, on patient satisfaction, which is assessed by the expectation of intention to revisit and patient loyalty. A questionnaire was used to collect data for this quantitative analysis. The research focused on patients who had received aesthetic treatment at SKYN Clinic in South Jakarta, Indonesia. According to data, there were 4,290 outpatients between January and August of 2022. It was determined that there were a total of 231 samples. The sampling technique used was systematic sampling. The research study utilized SEM-PLS (Partial Least Square-Structural Equation Modeling). Patient satisfaction positively influenced patient loyalty and revisit intention, while service quality and clinic image positively influenced patient satisfaction. This study revealed that to compete with the competitors in the beauty clinic industry, revisit intention and patient loyalty must be strengthened. Practitioners in the business of aesthetics, is required to rise customer satisfaction by promoting healthcare service quality factors and the overall clinic image.
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Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, 00469580211007221. https://doi.org/10.1177/00469580211007221
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Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269.
Nyabundi, H., Aliata, V., & Odondo, A. (2021). Effect of tangibility on customer satisfaction among micro finance banks customers in Kenya. European Journal of Business and Strategic Management, 6(2), 15–20.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Research, G. V. (2020). Cosmetic Surgery And Procedure Market Report, 2022-2030. https://www.grandviewresearch.com/industry-analysis/cosmetic-surgery-procedure-market
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.
Shie, A.-J., Huang, Y.-F., Li, G.-Y., Lyu, W.-Y., Yang, M., Dai, Y.-Y., Su, Z.-H., & Wu, Y. J. (2022). Exploring the relationship between hospital service quality, patient trust, and loyalty from a service encounter perspective in elderly with chronic diseases. Frontiers in Public Health, 10.
Siripipatthanakul, S. (2021). Service quality, patient satisfaction, word-of-Mouth, and revisit intention in a dental clinic, Thailand. International Journal of Trend in Scientific Research and Development (IJTSRD), 5(5), 832–841.
Soleimani, A. G., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1560651.
Sukawati, T. G. R. (2021). Hospital brand image, service quality, and patient satisfaction in pandemic situation. Journal: JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(2), 120–127.
Van Overbeeke, E., Vanbinst, I., Jimenez-Moreno, A. C., & Huys, I. (2020). Patient centricity in patient preference studies: the patient perspective. Frontiers in Medicine, 7, 93.
Vimla, & Taneja, U. (2021). Brand image to loyalty through perceived service quality and patient satisfaction: A conceptual framework. Health Services Management Research, 34(4), 250–257.
Wolf, J. a, Niederhauser, V., Marshburn, D., & Lavela, S. L. (2014). Defining patient experience. Patient Experience Journal, 1(1), 7–19. https://doi.org/10.35680/2372-0247.1004.This
Amir Mahmud. (2022). Pengaruh Kualitas Layanan Terhadap Kepuasan Pasien Rawat Jalan. Mirai Management, 7(2 (2022)), 104–119.
Bellio, E., & Buccoliero, L. (2021). Main factors affecting perceived quality in healthcare: a patient perspective approach. The TQM Journal, 33(7), 176–192.
Charoensereechai, C., Nurittamont, W., Phayaphrom, B., & Siripipatthanakul, S. (2022). Understanding the Effect of Social Media Advertising Values on Online Purchase Intention: A Case of Bangkok, Thailand. Asian Administration & Management Review, 5(2).
Chien, L., & Chi, S. (2019). Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors. Heliyon, 5(3), e01307.
Clinic, S. A. (2022). 6 Aesthetics Trends For 2022 To Tap Into - SPA+CLINIC. https://www.spaandclinic.com.au/aesthetics/6-aesthetics-trends-for-2022-to-tap-into
Data, G. (2022). Healthcare - GlobalData. https://www.globaldata.com/industries-we-cover/healthcare/
Fandy Tjiptono, G. C., & Chandra, G. (2017). Pemasaran Strategik Edisi 3. Yogyakarta: Andi.
Ghozali, I., & Latan, H. (2015). Partial least squares konsep, teknik dan aplikasi menggunakan program smartpls 3.0 untuk penelitian empiris. Semarang: Badan Penerbit UNDIP.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Haryeni, N. Y. (2019). Kualitas Layanan, Kepuasan dan Loyalitas Pasien pada Rumah Sakit Swasta di kota Padang: Berpikir ke Masa Depan. Menara Ilmu, 13(1).
Holloway, B. B., & Beatty, S. E. (2008). Satisfiers and dissatisfiers in the online environment: A critical incident assessment. Journal of Service Research, 10(4), 347–364.
Indonesia, C. (2022). Begini Tren Bisnis Kecantikan & Klinik Estetika di 2022. Cnbcindonesia.Com. https://www.cnbcindonesia.com/lifestyle/20220121110637-35-309317/begini-tren-bisnis-kecantikan-klinik-estetika-di-2022
Jonkisz, A., Karniej, P., & Krasowska, D. (2022). The servqual method as an assessment tool of the quality of medical services in selected asian countries. International Journal of Environmental Research and Public Health, 19(13), 7831.
Kemenperin. (2020). Perubahan Gaya Hidup Dorong Industri Kosmetik. Kemenperin.Go.Id. https://kemenperin.go.id/artikel/21460/Perubahan-Gaya-Hidup-Dorong-Industri-Kosmetik
Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS SEM: The inverse square root and gamma exponential methods. Information Systems Journal, 28(1), 227–261.
Konuk, F. A. l. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers� revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50, 103–110.
Leclerc, O., Nils, P., Scaglione, A., & Waring, J. (2021). From extreme to mainstream: The future of aesthetics injectables. McKinsey & Company. https://www.mckinsey.com/industries/life-sciences/our-insights/from-extreme-to-mainstream-the-future-of-aesthetics-injectables#/
Lee, S., & Kim, E.-K. (2017). The effects of Korean medical service quality and satisfaction on revisit intention of the United Arab Emirates government sponsored patients. Asian Nursing Research, 11(2), 142–149.
Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, 00469580211007221. https://doi.org/10.1177/00469580211007221
Mahmud, A. N. (2020). KEPUASAN PASIEN: PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP. Voice of Midwifery, 10(2), 940–954.
maryana, M. C. maryana. (2022). Hubungan Aspek Kualitas Pelayanan Dengan Kepuasan Pasien Rawat Inap. Citra Delima : Jurnal Ilmiah STIKES Citra Delima Bangka Belitung, Vol 5 No 2 (2022): Citra Delima : Jurnal Ilmiah STIKES Citra Delima Bangka Belitung, 105–112. http://jurnalilmiah.stikescitradelima.ac.id/index.php/JI/article/view/262/89
Maryana, M., & Christiany, M. (2022). Hubungan Aspek Kualitas Pelayanan Dengan Kepuasan Pasien Rawat Inap. Citra Delima : Jurnal Ilmiah STIKES Citra Delima Bangka Belitung, 5(2), 105–112. https://doi.org/10.33862/citradelima.v5i2.262
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269.
Nyabundi, H., Aliata, V., & Odondo, A. (2021). Effect of tangibility on customer satisfaction among micro finance banks customers in Kenya. European Journal of Business and Strategic Management, 6(2), 15–20.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Research, G. V. (2020). Cosmetic Surgery And Procedure Market Report, 2022-2030. https://www.grandviewresearch.com/industry-analysis/cosmetic-surgery-procedure-market
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.
Shie, A.-J., Huang, Y.-F., Li, G.-Y., Lyu, W.-Y., Yang, M., Dai, Y.-Y., Su, Z.-H., & Wu, Y. J. (2022). Exploring the relationship between hospital service quality, patient trust, and loyalty from a service encounter perspective in elderly with chronic diseases. Frontiers in Public Health, 10.
Siripipatthanakul, S. (2021). Service quality, patient satisfaction, word-of-Mouth, and revisit intention in a dental clinic, Thailand. International Journal of Trend in Scientific Research and Development (IJTSRD), 5(5), 832–841.
Soleimani, A. G., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1560651.
Sukawati, T. G. R. (2021). Hospital brand image, service quality, and patient satisfaction in pandemic situation. Journal: JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(2), 120–127.
Van Overbeeke, E., Vanbinst, I., Jimenez-Moreno, A. C., & Huys, I. (2020). Patient centricity in patient preference studies: the patient perspective. Frontiers in Medicine, 7, 93.
Vimla, & Taneja, U. (2021). Brand image to loyalty through perceived service quality and patient satisfaction: A conceptual framework. Health Services Management Research, 34(4), 250–257.
Wolf, J. a, Niederhauser, V., Marshburn, D., & Lavela, S. L. (2014). Defining patient experience. Patient Experience Journal, 1(1), 7–19. https://doi.org/10.35680/2372-0247.1004.This
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2023-05-19
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How to Cite
Lienata, A., & Pink Berlianto, M. (2023). The Effect of Service Quality and Clinic Image on Satisfaction to Mediate Revisit Intention and Loyalty in Beauty Clinic Industry. Daengku: Journal of Humanities and Social Sciences Innovation, 3(4), 551-563. https://doi.org/10.35877/454RI.daengku1735
Copyright (c) 2023 Andrew Lienata, Margaretha Pink Berlianto
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