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A Study of Service Quality, Corporate Social Responsibility, Hospital Image, and Hospital Value Creation in Medan

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  • Arlina Nurbaity Lubis*
  • Prihatin Lumbanraja
  • Rodiah Rahmawaty Lubis
  • Beby Kendida Hasibuan

Abstract

Globalization and emerging market created fierce global competition toward healthcare services industry. Retaking public trust required an overhaul of local hospital’s value creation. Value is the key concept to win the customer’s heart. This paper examined the value-creation based on inpatients as co-creator concept. A second-order analysis was conducted to evaluate the ten aspect of service quality as we want to evaluate each’s importance factor. Medical personnel is considered as the most important aspect to deliver services in healthcare industry. Hospital value improved by delivering good services and building hospital image. CSR must improve hospital image to increase hospital value.

Suggested Citation

  • Arlina Nurbaity Lubis* & Prihatin Lumbanraja & Rodiah Rahmawaty Lubis & Beby Kendida Hasibuan, 2017. "A Study of Service Quality, Corporate Social Responsibility, Hospital Image, and Hospital Value Creation in Medan," European Research Studies Journal, European Research Studies Journal, vol. 0(4B), pages 125-133.
    • Handle: RePEc:ers:journl:v:xx:y:2017:i:3b:p:125-133
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    References listed on IDEAS

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    Cited by:

    1. Muhammad Khuram Khalil & Umaporn Muneenam, 2021. "Total Quality Management Practices and Corporate Green Performance: Does Organizational Culture Matter?," Sustainability, MDPI, vol. 13(19), pages 1-27, October.
    2. Eduardo Dias Coutinho & Paulo Roberto Costa Vieira, 2018. "Antecedents of oncological patient satisfaction: a study conducted at the Brazilian National Cancer Institute," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(3), pages 413-429, September.

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