Array
DOI:
https://doi.org/10.35794/jmbi.v9i2.39077Abstrak
ArrayReferensi
Alas, R., Übius, U., Lorents, P., & Matsak, E. (2017). Corporate Social Responsibility In European And Asian Countries. Jurnal Manajemen Bisnis Dan Inovasi (JMBI) UNSRAT Vol. 4 No. 1
Aksoy, L., Keiningham, T.L., Buoye, A., Lariviere, B., Williams, L. & Wilson, I. (2015), “Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties and happinessâ€, Journal of Business Research, Vol. 68 No. 12, pp. 2464-2476.
Alkazemi, M. F., Bayramzadeh, S., Alkhubaizi, N. B., & Alayoub, A. (2019). The physical environment and patient satisfaction ratings on social media: An exploratory study. Facilities, 38(1/2), 86–97. https://doi.org/10.1108/f-11-2018-0138
Amin, S. H., Wahid, S. D., & Ismail, M. (2016). Observing the natural dimension of Hospital Servicescape on patient satisfaction. Procedia Economics and Finance, 37, 58–64. https://doi.org/10.1016/s2212-5671(16)30093-4
Andrade, C., Lima, M.L., Fornara, F., & Bonaiuto, M. (2012), “Users’ views of hospital environmental quality: validation of the perceived hospital environment quality indicators (PHEQIs)â€, Journal of Environmental Psychology, Vol. 32 No. 2, Elsevier, pp. 97-111.
Baraban, R.S., & Durocher, J.F., 2001. Successful Restaurant Design, 2nd Edition. Wiley, New York.
Beiser, M. (1974). Components and correlates of mental well-being. Journal of Health and Social Behavior,IS, 320-327.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71.
Booms, B.H., & Bitner, M.J. (1981) Marketing Strategies and Organization Structures for Service Firms. In: Marketing of Services, American Marketing Association, Chicago, 47-51.
Bonn MA., Joseph-Mathews SM., Dai M., Hayes S., & Cave J. Heritage/cultural attraction atmospherics: creating the right environment for the heritage/cultural visitor. J Travel Res. 2007;45(3):345-354.
Bradburn, N. M. (1969). The structure of psychological well-being. Chicago: Aldine.
Cadirci TO., & Akmaz AE. (2017). The Impact of Healthscape on Customer Satisfaction and Loyalty in Public and Private Healthcare Institutions. Yildiz, Social Science Review. Yildiz Technical University
Chen F., & Chen FS. Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Manage. 2010;31(1):29-35.
Choi HY., & Yoon BK. The study on the medical service quality, hospital environment, and customer satisfaction in order to improve the quality of medical tourism. Int J Tour Hosp Res. 2014;28(8):123-133.
Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences (2nd Edition) (2nd ed.). Routledge.
DCunha, S., Suresh, S., & Kumar, V. (2019). Service quality in healthcare: Exploring servicescape and patients’ perceptions. International Journal of Healthcare Management, 14(1), 35–41. https://doi.org/10.1080/20479700.2019.1605689
Delloite (2021). “Global Health Care Outlook: Accelerating Industry Change,†Delloitte.
Evans, G.W., & McCoy, J.M. (1998), “When buildings don’t work: the role of architecture in human healthâ€, Journal of Environmental Psychology, Elsevier, Vol. 18 No. 1, pp. 85-94.
Fatima, T., Malik, S.A., & Shabbir, A. (2018), "Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems", International Journal of Quality & Reliability Management, Vol. 35 No. 6, pp. 1195-1214. https://doi.org/10.1108/IJQRM-02-2017-0031
Fornell C., & Larcker DF. Structural equation models with unob- servable variables and measurement error: algebra and statistics. J Marketing Res. 1981;18(3):382-388.
Hall, C. M. (2013). Medical and health tourism: The development and implications of medical mobility. In C. M. Hall (Ed.), Medical tourism: The ethics, regulation, and marketing of health mobility (pp. 3-28). Oxon, UK: Routledge.
Hall, E.T., 1969. The Hidden Dimension. Doubleday, Garden City, NY.
Han H., & Hwang J. Multi-dimensions of the perceived benefits in a medical hotel and their roles in international travelers’ decision-making process. Int J Hosp Manag. 2013;35:100- 108.
Hair, JF., G. Hult, TM., Ringle, CM., & Sarstedt. (2017). A primer on partial least squares structural equation modeling (PLS-SEM), 2nd ed. Thousand Oaks: Sage.
Hair, JF., Risher, JJ., Sarstedt, M., & Ringle, CM. (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
Han, J., Kang, H.-J., & Kwon, G. (2018). A systematic underpinning and framing of the Servicescape: Reflections on future challenges in healthcare services. International Journal of Environmental Research and Public Health, 15(3), 509. https://doi.org/10.3390/ijerph15030509
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Holder, M., & Berndt, A. (2011), “The effect of changes in servicescape and service quality perceptions in a maternity unitâ€, International Journal of Health Care Quality Assurance, Emerald Group Publishing Limited, Vol. 24 No. 5, pp. 389-405.
Huang, I.-C., Du, P.-L., Lin, L.-S., Liu, T.-Y., Lin, T.-F., & Huang, W.-C. (2021). The effect of perceived value, trust, and commitment on patient loyalty in Taiwan. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, 004695802110072. https://doi.org/10.1177/00469580211007217
Huang CH, Wu HH, Lee YC, & Li L. What role does patient gratitude play in the relationship between relationship quality and patient loyalty? Inquiry. 2019;56:46958019868324. doi:10.1177/0046958019868324
Hutton, J. D., & Richardson, L. D. (1995). Health- scapes: The role of the facility and physical environment on consumer attitudes, satisfaction, quality assessments, and behaviors. Health Care Management Review, 20(2), 48–61.
Karamoy, H., & Tulung, J. E. (2020). The Effect of Banking Risk on Indonesian Regional Development Bank. Banks and Bank Systems, 15(2), 130-137
Kementrian Kesehatan Republik Indonesia (2020, November 15). RS Online. http://sirs.yankes.kemkes.go.id/rsonline/report/
Kim, M., Koo, D.-W., Shin, D.-J., & Lee, S.-M. (2017). From servicescape to loyalty in the medical tourism industry: A Medical Clinic’s Service Perspective. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 54, 004695801774654. https://doi.org/10.1177/0046958017746546
Kock, N., & Hadaya, P. (2016). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227–261. https://doi.org/10.1111/isj.12131
Kotler, Amstrong. 2016. Principles of Marketing Sixteenth Edition Global Edition. England. Pearson Education Limited.
Kraus, S. & Jensen, J. (2010), “Hospitality meets healthcareâ€, Healthcare Design Magazine.
Ladhari, R., Souiden, N. & Dufour, B. (2017). The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions. Journal of Retailing and Consumer Services, 34, 10–18.
Lee RJ, & Kim BY. The structural relationships among country image, service quality of medical tourism, and intention to revisit: a case of Chinese medical tourists to Korea. Korean J Hotel Admin. 2014;23(3):83-104.
Lee YK, Lee CK, Lee SK, & Babin BJ. Festivalscapes and patrons’ emotion, satisfaction, and loyalty. J Bus Res. 2008;61:56-64.
Lin, I. Y. (2004). Evaluating a servicescape: The effect of cognition and Emotion. International Journal of Hospitality Management, 23(2), 163–178. https://doi.org/10.1016/j.ijhm.2003.01.001
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, 004695802110072. https://doi.org/10.1177/00469580211007221
Loureiro, S. M., Sarmento, E. M., Lopes, R., & Jin, K. N. (2015). Feeling better while waiting: Hospital lobby in Portugal and South Korea. Asian Journal of Business Research, 5(2). https://doi.org/10.14707/ajbr.150017
Mari, M., & Poggesi, S. (2013). Servicescape cues and customer behavior: A systematic literature review and research agenda. The Service Industries Journal, 33(2), 171–199. https://doi.org/10.1080/02642069.2011.613934
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131–142. https://doi.org/10.1509/jmkr.38.1.131.18832
Mody, M., Suess, C., & Dogru, T. (2019). Restorative Servicescapes in health care: Examining the influence of hotel-like attributes on patient well-being. Cornell Hospitality Quarterly, 61(1), 19–39. https://doi.org/10.1177/1938965519879430
Morgan, RM., & Hunt, SD. The commitment-trust theory of relationship marketing. J Mark. 1994;58(3):20-38. doi:10.2307 /1252308
Morland, K., Wing, S., Roux, A.D. & Poole, C. (2002), “Neighborhood characteristics associated with the location of food stores and food service placesâ€, American Journal of Preventive Medicine, Vol. 22 No. 1, pp. 23-29.
Närvänen, E., Kuusela, H., Paavola, H., & Sirola, N. (2020). A meaning-based framework for customer loyalty. International Journal of Retail & Distribution Management, 48(8), 825–843. https://doi.org/10.1108/ijrdm-05-2019-0153
Oliver, RL., & Swan, JE. Consumer perceptions of interpersonal equity and satisfaction in transaction: a field survey approach. J Marketing. 1989;53(2):21-35.
Oliver, RL. Whence customer loyalty? J Marketing. 1999;63(4):33-44.
Paquette, S. (2006). Customer knowledge management. Encyclopedia of Knowledge Management, Second Edition, 175–184. https://doi.org/10.4018/978-1-59904-931-1.ch017
Perhimpunan Rumah Sakit Seluruh Indonesia (PERSI) (2020, December 6). Persebaran rumah sakit di Indonesia. https://persi.or.id/wp-content/uploads/2020/11/data_statistikrs.htm
Pinna, M., Del Chiappa, G., & Atzeni, M. (2018). Emotions and satisfaction at the Hospital. International Journal of Pharmaceutical and Healthcare Marketing, 12(2), 126–145. https://doi.org/10.1108/ijphm-07-2016-0037
Pizam, A. (2015). Luxurious physical environment and high-quality of service: Do they always go hand in hand? International Journal of Hospitality Management, 47, 151- 152. doi:10.1016/j.ijhm.2015.04.016
PricewaterhouseCoopers (2016), “HRI’s top ten health industry issues of 2016â€, PricewaterhouseCoopers.
Reizenstein, J.E. (1982), “Hospital design and human behavior: a review of the recent literatureâ€, Advances in Environmental Psychology, Vol. 4, pp. 137-169.
Ringle, C.M., Wende, S. & Becker, J.-M. (2015), SmartPLS 3, SmartPLS, Bönningstedt.
Ringle, CM., & Sarstedt, M. (2016), “Gain more insight from your PLS-SEM results: the Importance- Performance map analysisâ€, Industrial Management and Data Systems, Vol. 116 No. 9, pp. 1865-1886.
Ryu, K., Han, H., & Kim, T. H. (2007). The relationships among overall quickcasual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459–469. https://doi.org/10.1016/j.ijhm.2007.11.001
Sag, I., Zengul, F. D., & Landry, A. Y. (2018). Patient perceptions of Servicescape in healthcare. Journal of Healthcare Management, 63(2), 94–104. https://doi.org/10.1097/jhm-d-16-00014
Sahoo, D., & Ghosh, T. Healthscape role towards customer satisfaction in private healthcare. Int J Health Care Qual Assur. 2016;29(6):600-613.
Sarstedt, M., Ringle, CM., & Hair, J.F. (2017), “Partial least squares structural equation modelingâ€, in Homburg, C., Klarmann, M. and Vomberg, A. (Eds), Handbook of Market Research, Springer, Heidelberg.
Sekaran, U., & Bougie, R. (2020). Research Methods for Business: A Skill Building Approach (8th ed.). Wiley.
Shmueli, G., Sarstedt, M., Hair, JF, Cheah, JH., Ting, H., Vaithilingam, S., & Ringle, CM. (2019), “Predictive model assessment in PLS-SEM: guidelines for using PLSpredictâ€, Working Paper.
Sirgy, M. J., & Jackson, P. A. (2015). How to enhance the well-being of healthcare service providers and their patients? A mindfulness proposal. Frontiers in Psychology. Retrieved from https://www.frontiersin.org/article/10.3389/fpsyg.2015.00276
Sirohi, N., McLaughlin, E.W., & Wittink, D.R. (1998), “A model of consumer perceptions and store loyalty intentions for a supermarket retailerâ€, Journal of Retailing, Vol. 74 No. 2, pp. 223-245.
Steele, J. R., Jones, A. K., Clarke, R. K., & Shoemaker, S. (2015). Health care delivery meets hospitality: A pilot study in radiology. Journal of the American College of Radiology, 12, 587- 593. doi:10.1016/j.jacr.2014.10.008
Tessler, R., & Mechanic, D. (1978). Psychological distress and perceived health status.Journal of Health and Social Behavior,19.254-262
Toufaily, E., Ricard, L., & Perrien, J. (2013). Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model. Journal of Business Research, 66(9), 1436–1447. https://doi.org/10.1016/j.jbusres.2012.05.011
Turley, L.W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193–211. https://doi.org/10.1016/S0148-2963(99)00010-7
Ulrich, R. (1991), “Effects of interior design on wellness: theory and recent scientific researchâ€, Journal of Health Care Interior Design: Proceedings from the Symposium on Health Care Interior Design. Symposium on Health Care Interior Design, Vol. 3 No. 1, pp. 97-109.
Verderber, S., & Fine, D.J. (2000), Healthcare Architecture in an Era of Radical Transformation, Yale University Press, New Haven, CT.
Vigolo, V., Bonfanti, A., Sallaku, R., & Douglas, J. (2019). The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting. Psychology & Marketing, 37(3), 408–417. https://doi.org/10.1002/mar.21307
Watson D., & Tellegen A. Toward a consensual structure of mood. Psychological bulletin. 1985;98(2):219.
Yeganeh, H. (2019). An analysis of emerging trends and transformations in Global Healthcare. International Journal of Health Governance, 24(2), 169–180. https://doi.org/10.1108/ijhg-02-2019-0012
Yoo, M., & Bai, B. (2013). Customer Loyalty Marketing Research: A comparative approach between hospitality and Business Journals. International Journal of Hospitality Management, 33, 166–177. https://doi.org/10.1016/j.ijhm.2012.07.009
Yoon Y., & Uysal M. An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Manage. 2005;26(1):45-56.
Yu Y., & Dean A. The contribution of emotional satisfaction on customer loyalty. Int J Serv Ind Manag. 2000;12(3):234-250.
Zeithaml VA., Bitner MJ., & Grember DD. (2010) “Services Marketing Strategy†in Wiley International Encyclopedia of Marketing: Marketing Strategy, Vol. 1. UK: John Wiley & Sons, 208-2018
Zhou, W.-J., Wan, Q.-Q., Liu, C.-Y., Feng, X.-L., & Shang, S.-M. (2017). Determinants of patient loyalty to Healthcare Providers: An integrative review. International Journal for Quality in Health Care, 29(4), 442–449. https://doi.org/10.1093/intqhc/mzx058




