Track: Service Systems and Service Management

Abstract

One of service quality assessment is patient satisfaction. Perceived value will affect patient satisfaction (customer satisfaction). This research aimed to analyze the effect of service quality to perceived value of impatiens at private hospitals in Surabaya. It was explanatory research cross sectional approach. The population was 162 patients with 140 samples at 4 private hospitals type B in Surabaya taken using proportional random sampling in each hospital. The data was analysed using analysis techniques of regression weight, standardized regression weight, and Confirmatory Factor Analysis (CFA) through multi-group or multi-sample analysis approach to test the effect of exogenous and endogenous. Results of the variable parameter estimation Service Quality to the perceived value based on the indicators showed significant results in value CR 2.264. This value is greater than 1.96. Besides, it was acquired a significance level 0.024 (P <0.05). So it was substantiated that the hypothetical of service quality had significant effect to the perceived value. The perceived value was the patient's perception to the value of quality offered being higher than competitors will affect the levels of consumer loyalty. The higher the value perceived, the higher the relation happened in the hospital (transaction).