{"id":"https://openalex.org/W2904020006","doi":"https://doi.org/10.22225/jj.5.1.440.1-7","title":"THE EFFECT OF SERVICE QUALITY ON PATIENT LOYALTY MEDIATED BY PATIENT SATISFACTION IN BALI SILOAM HOSPITAL","display_name":"THE EFFECT OF SERVICE QUALITY ON PATIENT LOYALTY MEDIATED BY PATIENT SATISFACTION IN BALI SILOAM HOSPITAL","publication_year":2018,"publication_date":"2018-03-14","ids":{"openalex":"https://openalex.org/W2904020006","doi":"https://doi.org/10.22225/jj.5.1.440.1-7","mag":"2904020006"},"language":"en","primary_location":{"id":"mag:2904020006","doi":"https://doi.org/10.22225/jj.5.1.440.1-7","is_oa":false,"landing_page_url":"http://ejournal.warmadewa.ac.id/index.php/jagaditha/article/view/440","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5031773185","display_name":"I Made Adhi Mahendrayana","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I3132096736","display_name":"Warmadewa University","ror":"https://ror.org/02eehp307","country_code":"ID","type":"education","lineage":["https://openalex.org/I3132096736"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"I Made Adhi Mahendrayana","raw_affiliation_strings":["UNIVERSITAS WARMADEWA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"UNIVERSITAS WARMADEWA","institution_ids":["https://openalex.org/I3132096736"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5008050254","display_name":"Putu Ngurah Suyatna Yasa","orcid":"https://orcid.org/0000-0003-3920-6252","observed_orcids":["https://orcid.org/0000-0003-3920-6252"]},"institutions":[{"id":"https://openalex.org/I3132096736","display_name":"Warmadewa University","ror":"https://ror.org/02eehp307","country_code":"ID","type":"education","lineage":["https://openalex.org/I3132096736"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Putu Ngurah Suyatna Yasa","raw_affiliation_strings":["Magister Management Universitas Warmadewa"],"raw_orcid":"https://orcid.org/0000-0003-3920-6252","affiliations":[{"raw_affiliation_string":"Magister Management Universitas Warmadewa","institution_ids":["https://openalex.org/I3132096736"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5059968132","display_name":"Luh Putu Indiani","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I3132096736","display_name":"Warmadewa University","ror":"https://ror.org/02eehp307","country_code":"ID","type":"education","lineage":["https://openalex.org/I3132096736"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Luh Putu Indiani","raw_affiliation_strings":["Magister Management Universitas Warmadewa"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Magister Management Universitas Warmadewa","institution_ids":["https://openalex.org/I3132096736"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I3132096736"],"apc_list":null,"apc_paid":null,"fwci":1.7341,"has_fulltext":false,"cited_by_count":23,"citation_normalized_percentile":{"value":0.82852943,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"5","issue":"1","first_page":"1","last_page":"7"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.9047999978065491,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.9047999978065491,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.08070000261068344,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.010499999858438969,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9549999833106995},{"id":"https://openalex.org/keywords/patient-loyalty","display_name":"patient loyalty","score":0.968999981880188},{"id":"https://openalex.org/keywords/patient-satisfaction","display_name":"patient satisfaction","score":1.0},{"id":"https://openalex.org/keywords/mediating-effect","display_name":"mediating effect","score":0.7739999890327454},{"id":"https://openalex.org/keywords/hospitalized-patients","display_name":"hospitalized patients","score":0.7210000157356262}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.7122011184692383},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6559726595878601},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.6159729957580566},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5360788106918335},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4872947931289673},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.4868849813938141},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.47963055968284607},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4130456745624542},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.40859752893447876},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.20745578408241272},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.19283366203308105},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:2904020006","doi":"https://doi.org/10.22225/jj.5.1.440.1-7","is_oa":false,"landing_page_url":"http://ejournal.warmadewa.ac.id/index.php/jagaditha/article/view/440","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being","score":0.6240000128746033}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4393133160","https://openalex.org/W4410058179","https://openalex.org/W7155699020","https://openalex.org/W7140032552","https://openalex.org/W7217439589","https://openalex.org/W4389456609","https://openalex.org/W4407556155","https://openalex.org/W4411312917","https://openalex.org/W4253534825","https://openalex.org/W7221237535"],"abstract_inverted_index":{"Favorable":[0],"Service":[1,34,90,107,150],"Quality":[2,35,91,108,151],"is":[3,163],"one":[4],"of":[5,11,33,62,70,80,85,105,135,149,158,174,185],"the":[6,9,31,86,147,172],"objectives":[7],"in":[8,145],"implementation":[10],"health":[12],"service":[13],"at":[14,29,43,75],"Bali":[15,44,76,160],"Siloam":[16,45,77,161],"Hospital":[17,78,162],"synergizing":[18],"with":[19,39,101,116,132,155],"patient":[20,191,199],"satisfaction":[21],"to":[22,113,120,165,170,179,182,189],"provide":[23,166,183],"customer":[24],"loyalty.":[25,200],"This":[26],"study":[27,87],"aims":[28],"determining":[30],"effect":[32,97,128],"on":[36,98,129,152,197],"Patient":[37,40,99,114,122,130,137,153],"Loyalty":[38,115,131,154],"Satisfaction":[41,100,123,138],"Mediation":[42],"Hospital.":[46],"The":[47,68,83],"research":[48,72],"method":[49],"used":[50,57],"was":[51,58,73],"quantitative":[52],"descriptive.":[53],"Data":[54],"analysis":[55],"techniques":[56,61],"multivariate":[59],"statistical":[60],"Partial":[63],"Least":[64],"Squares":[65],"(PLS)":[66],"method.":[67],"sample":[69],"this":[71],"inpatient":[74],"consisting":[79],"100":[81],"respondents.":[82],"results":[84],"showed":[88],"that":[89],"has":[92,124,139],"a":[93,102,140],"positive":[94,125,141],"and":[95,110,126,142,181],"significant":[96,127,143],"significance":[103,117,133,156],"value":[104,118,134,157],"0.29.":[106],"positively":[109],"significantly":[111],"influencing":[112],"equal":[119],"0.39.":[121],"0.56.":[136],"influence":[144,148],"mediating":[146],"0.469.":[159],"advised":[164],"better":[167],"supporting":[168],"facilities,":[169],"improve":[171],"empathy":[173],"nurses":[175],"while":[176],"providing":[177],"services":[178],"inpatients,":[180],"certainty":[184],"information":[186],"provided":[187],"services,":[188],"create":[190],"satisfaction,":[192],"which":[193],"would":[194],"ultimately":[195],"impact":[196],"increasing":[198]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":6},{"year":2020,"cited_by_count":5},{"year":2018,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2018-12-22T00:00:00"}
