How to cite this paper
Asnawi, A., Awang, Z., Afthanorhan, A., Mohamad, M & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty.Management Science Letters , 9(6), 911-920.
Refrences
Afthanorhan, A., Awang, Z., & Fazella, S. (2017). Perception of tourism impact and support tourism de-velopment in terengganu. Malaysia. Social Sciences, 6(3), 106.
Afthanorhan, A., Awang, Z., Salleh, F., Ghazali, P., & Rashid, N. (2018). The effect of product quality, medical price and staff skills on patient loyalty via cultural impact in medical tourism. Management Science Letters, 8(12), 1421-1424.
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. (2019). Assessing the effects of ser-vice quality on customer satisfaction. Management Science Letters, 9(1), 13-24.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017a). The development of comparative bias index. In AIP Conference Proceedings (Vol. 1870, No. 1, p. 060008). AIP Publishing.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017b). The assessment of the performance of covariance-based structural equation modeling and partial least square path modeling. In AIP Confer-ence Proceedings(Vol. 1842, No. 1, p. 030001). AIP Publishing.
Al-Borie, H. M., & Sheikh Damanhouri, A. M. (2013). Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. International Journal of Health Care Quality Assurance, 26(1), 20-30.
Aldana, J. M., Piechulek, H., Al-sabir, A., Mendoza Aldana, J., Piechulek, H., & Al-sabir, A. (2001). Cli-ent satisfaction and quality of health care in rural Bangladesh. Bulletin of the World Health Organiza-tion, 79(6), 512–517.
AL-Mhasnah, A., Salleh, F., Afthanorhan, A., & Ghazali, P. (2018). The relationship between services quality and customer satisfaction among Jordanian healthcare sector. Management Science Let-ters, 8(12), 1413-1420.
Amin, M., & Zahora Nasharuddin, S. (2013). Hospital service quality and its effects on patient satisfac-tion and behavioural intention. Clinical Governance: An International Journal, 18(3), 238-254.
Andaleeb, S. S., Siddiqui, N., & Khandakar, S. (2007). Patient satisfaction with health services in Bangla-desh. Health Policy and Planning, 22(4), 263–273.
Andreea, M. (2016). The Degree of Satisfaction Perceived by Healthcare Services Consumers in State Hospitals – Case Study Emergency Country Hospital From Alba Iulia, Annales Universitatis Apulen-sis Series Oeconomica, 18(1), 11–13.
Andronikidis, A., Georgiou, A. C., Gotzamani, K., & Kamvysi, K. (2009). The application of quali-ty function deployment in service quality management. The TQM Journal, 21(4), 319–333.
Aryani, D., & Rosinta, F. (2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Mem-bentuk Loyalitas Pelanggan. Bisnis & Birokrasi, Jurnal Ilmu Administrasi Dan Organisasi, 17(2), 114–126.
Awang, Z. (2007). The influence of service quality and corporate image on students' loyalty in higher ed-ucation (Doctoral dissertation, Fakulti Pengurusan Ekonomi).
Awang, Z. (2015). SEM Made Simple: A Gentle Approach to Learning Structural Equation Modeling.
Awang, Z., Afthanorhan, A., Mohamad, M., & Asri, M. A. M. (2015). An evaluation of measurement model for medical tourism research: the confirmatory factor analysis approach. International Journal of Tourism Policy, 6(1), 29-45.
Awang, Z., Mamat, W., Fauzi, W., & Yusof, Z. (2006). Service quality performance students' satisfaction and students' loyalty in university education/Prof Madya Zainudin Hj Awang, Wan Fauzi Wan Mamat, Zulkharnain Yusof.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile tele-communication market. European Journal of Marketing, 39(7/8), 910–925.
Azadeh, A., Saberi, M., Kazem, A., Ebrahimipour, V., Nourmohammadzadeh, A., & Saberi, Z. (2013). A flexible algorithm for fault diagnosis in a centrifugal pump with corrupted data and noise based on ANN and support vector machine with hyper parameters optimization. Applied Soft Compu-ting, 13(3), 1478-1485.
Aziz, M. I., Afthanorhan, A., & Awang, Z. (2016). Talent development model for a career in Islamic banking institutions: A SEM approach. Cogent Business & Management, 3(1), 1186259.
Babin, B. J., Lee, Y. K., Kim, E. J., & Griffin, M. (2005). Modeling consumer satisfaction and word-of mouth: restaurant patronage in Korea. Journal of Services Marketing, 19(3), 133-139.
Bakar, C., Seval Akgün, H., & Al Assaf, A. F. (2008). The role of expectations in patients' hospital as-sessments: A Turkish university hospital example. International Journal of Health Care Quality Assur-ance, 21(5), 503-516.
Boon, Y., & Nasir, N. A. K. A. K. A. (2011). Kepuasan Pelajar Fakulti Pendidikan UTM Terhadap Kualiti Perkhidmatan di Pusat Kesihatan UTM. Journal of Educational Management, 1(March), 103–120.
Boscarino, J. A. (1996). Patients' perception of quality hospital care and hospital occupancy: are there bi-ases associated with assessing quality care based on patients' perceptions?. International Journal for Quality in Health Care, 8(5), 467-477.
Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230-255.
Chang, C. W., Tseng, T. H. & Woodside, A. G. (2013). Configural algorithms of patient satisfaction, participation in diagnostics, and treatment decisions’ influences on hospital loyalty, Journal of Services Marketing, 27(2), 91-103.
Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial perfor-mance: An empirical examination. International Journal of Hospitality Management, 28(2), 245-253.
Engiz, O. (2007). Sağlık hizmetlerinde hasta tatmini. nternet Adresi. Erişim Tarihi, 10, 2007.
Johan, M. R. M., Noor, N. A. Z. M., Bahar, N., Yan, L. M., & Ping, L. H. (2014). Factors Affecting Customer Loyalty Towards Airlines Industry in Malaysia: An Exploratory Analysis. Interdisciplinary Journal of Contemporary Research in Business, 6(6), 12-23.
Goel, A., & Yang, N. (2015). An assessment of service quality and resulting customer satisfaction in Paki-stan International Airlines: Findings from foreigners and overseas Pakistani customers. International Journal of Quality and Reliability Management, 32(5), 486–502.
Hensen, P., Schiller, M., Metze, D., & Luger, T. (2008). Evaluating hospital service quality from a physi-cian viewpoint. International Journal of Health Care Quality Assurance, 21(1), 75-86.
Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and fu-ture of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217-245.
Kui-Son, C., Hanjoon, L., Chankon, K., & Sunhee, L. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service. Journal of Services Marketing, 19(3), 140–149.
Meirovich, G., Brender-Ilan, Y., & Meirovich, A. (2007). Quality of hospital service: theimpact of formal-ization and decentralization. International Journal of Health Care Quality Assurance, 20(3), 240-252.
Nekoei-Moghadam, M., & Amiresmaili, M. (2011). Hospital services quality assessment: Hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. International Journal of Health Care Quality Assurance, 24(1), 57-66.
Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention de-cisions in services. Journal of Retailing and Consumer Services, 8(4), 227-236.
Nitecki, D. A., & Hernon, P. (2000). Measuring service quality at Yale University’s libraries. The Journal of Academic Librarianship, 26(4), 259-273.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, 63(4_suppl1), 33-44.
Ovretveit, J. (2014). Evaluating improvement and implementation for health. McGraw-Hill Education (UK).
Pariyo, G. W., Ekirapa-Kiracho, E., Okui, O., Rahman, M. H., Peterson, S., Bishai, D. M., Peters, D. H. (2009). Changes in utilization of health services among poor and rural residents in Uganda: are reforms benefitting the poor? International Journal for Equity in Health, 8, 39.
Ramli, N. B., Fun, C. S., & Idris, F. (2009). Kajian Kepuasan Pelanggan Terhadap Perkhidmatan Per-pustakaan Universiti Awam di Malaysia. Jurnal Pengurusan.
Szyca, R., Rosiek, A., Nowakowska, U., & Leksowski, K. (2012). Analysis of factors influencing patient satisfaction with hospital treatment at the surgical department. Polish Journal of Surgery, 84(3), 136-143.
Wang, I.-M., & Shieh, C.-J. (2006). The relationship between service quality and customer satisfaction: the example of CJCU library. Journal of Information & Optimization Sciences, 27(1), 193–209.
Wisniewski, M., & Wisniewski, H. (2005). Measuring service quality in a hospital colposcopy clin-ic. International Journal of Health Care Quality Assurance, 18(3), 217-228.
Afthanorhan, A., Awang, Z., Salleh, F., Ghazali, P., & Rashid, N. (2018). The effect of product quality, medical price and staff skills on patient loyalty via cultural impact in medical tourism. Management Science Letters, 8(12), 1421-1424.
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. (2019). Assessing the effects of ser-vice quality on customer satisfaction. Management Science Letters, 9(1), 13-24.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017a). The development of comparative bias index. In AIP Conference Proceedings (Vol. 1870, No. 1, p. 060008). AIP Publishing.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017b). The assessment of the performance of covariance-based structural equation modeling and partial least square path modeling. In AIP Confer-ence Proceedings(Vol. 1842, No. 1, p. 030001). AIP Publishing.
Al-Borie, H. M., & Sheikh Damanhouri, A. M. (2013). Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. International Journal of Health Care Quality Assurance, 26(1), 20-30.
Aldana, J. M., Piechulek, H., Al-sabir, A., Mendoza Aldana, J., Piechulek, H., & Al-sabir, A. (2001). Cli-ent satisfaction and quality of health care in rural Bangladesh. Bulletin of the World Health Organiza-tion, 79(6), 512–517.
AL-Mhasnah, A., Salleh, F., Afthanorhan, A., & Ghazali, P. (2018). The relationship between services quality and customer satisfaction among Jordanian healthcare sector. Management Science Let-ters, 8(12), 1413-1420.
Amin, M., & Zahora Nasharuddin, S. (2013). Hospital service quality and its effects on patient satisfac-tion and behavioural intention. Clinical Governance: An International Journal, 18(3), 238-254.
Andaleeb, S. S., Siddiqui, N., & Khandakar, S. (2007). Patient satisfaction with health services in Bangla-desh. Health Policy and Planning, 22(4), 263–273.
Andreea, M. (2016). The Degree of Satisfaction Perceived by Healthcare Services Consumers in State Hospitals – Case Study Emergency Country Hospital From Alba Iulia, Annales Universitatis Apulen-sis Series Oeconomica, 18(1), 11–13.
Andronikidis, A., Georgiou, A. C., Gotzamani, K., & Kamvysi, K. (2009). The application of quali-ty function deployment in service quality management. The TQM Journal, 21(4), 319–333.
Aryani, D., & Rosinta, F. (2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Mem-bentuk Loyalitas Pelanggan. Bisnis & Birokrasi, Jurnal Ilmu Administrasi Dan Organisasi, 17(2), 114–126.
Awang, Z. (2007). The influence of service quality and corporate image on students' loyalty in higher ed-ucation (Doctoral dissertation, Fakulti Pengurusan Ekonomi).
Awang, Z. (2015). SEM Made Simple: A Gentle Approach to Learning Structural Equation Modeling.
Awang, Z., Afthanorhan, A., Mohamad, M., & Asri, M. A. M. (2015). An evaluation of measurement model for medical tourism research: the confirmatory factor analysis approach. International Journal of Tourism Policy, 6(1), 29-45.
Awang, Z., Mamat, W., Fauzi, W., & Yusof, Z. (2006). Service quality performance students' satisfaction and students' loyalty in university education/Prof Madya Zainudin Hj Awang, Wan Fauzi Wan Mamat, Zulkharnain Yusof.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile tele-communication market. European Journal of Marketing, 39(7/8), 910–925.
Azadeh, A., Saberi, M., Kazem, A., Ebrahimipour, V., Nourmohammadzadeh, A., & Saberi, Z. (2013). A flexible algorithm for fault diagnosis in a centrifugal pump with corrupted data and noise based on ANN and support vector machine with hyper parameters optimization. Applied Soft Compu-ting, 13(3), 1478-1485.
Aziz, M. I., Afthanorhan, A., & Awang, Z. (2016). Talent development model for a career in Islamic banking institutions: A SEM approach. Cogent Business & Management, 3(1), 1186259.
Babin, B. J., Lee, Y. K., Kim, E. J., & Griffin, M. (2005). Modeling consumer satisfaction and word-of mouth: restaurant patronage in Korea. Journal of Services Marketing, 19(3), 133-139.
Bakar, C., Seval Akgün, H., & Al Assaf, A. F. (2008). The role of expectations in patients' hospital as-sessments: A Turkish university hospital example. International Journal of Health Care Quality Assur-ance, 21(5), 503-516.
Boon, Y., & Nasir, N. A. K. A. K. A. (2011). Kepuasan Pelajar Fakulti Pendidikan UTM Terhadap Kualiti Perkhidmatan di Pusat Kesihatan UTM. Journal of Educational Management, 1(March), 103–120.
Boscarino, J. A. (1996). Patients' perception of quality hospital care and hospital occupancy: are there bi-ases associated with assessing quality care based on patients' perceptions?. International Journal for Quality in Health Care, 8(5), 467-477.
Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230-255.
Chang, C. W., Tseng, T. H. & Woodside, A. G. (2013). Configural algorithms of patient satisfaction, participation in diagnostics, and treatment decisions’ influences on hospital loyalty, Journal of Services Marketing, 27(2), 91-103.
Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial perfor-mance: An empirical examination. International Journal of Hospitality Management, 28(2), 245-253.
Engiz, O. (2007). Sağlık hizmetlerinde hasta tatmini. nternet Adresi. Erişim Tarihi, 10, 2007.
Johan, M. R. M., Noor, N. A. Z. M., Bahar, N., Yan, L. M., & Ping, L. H. (2014). Factors Affecting Customer Loyalty Towards Airlines Industry in Malaysia: An Exploratory Analysis. Interdisciplinary Journal of Contemporary Research in Business, 6(6), 12-23.
Goel, A., & Yang, N. (2015). An assessment of service quality and resulting customer satisfaction in Paki-stan International Airlines: Findings from foreigners and overseas Pakistani customers. International Journal of Quality and Reliability Management, 32(5), 486–502.
Hensen, P., Schiller, M., Metze, D., & Luger, T. (2008). Evaluating hospital service quality from a physi-cian viewpoint. International Journal of Health Care Quality Assurance, 21(1), 75-86.
Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and fu-ture of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217-245.
Kui-Son, C., Hanjoon, L., Chankon, K., & Sunhee, L. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service. Journal of Services Marketing, 19(3), 140–149.
Meirovich, G., Brender-Ilan, Y., & Meirovich, A. (2007). Quality of hospital service: theimpact of formal-ization and decentralization. International Journal of Health Care Quality Assurance, 20(3), 240-252.
Nekoei-Moghadam, M., & Amiresmaili, M. (2011). Hospital services quality assessment: Hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. International Journal of Health Care Quality Assurance, 24(1), 57-66.
Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention de-cisions in services. Journal of Retailing and Consumer Services, 8(4), 227-236.
Nitecki, D. A., & Hernon, P. (2000). Measuring service quality at Yale University’s libraries. The Journal of Academic Librarianship, 26(4), 259-273.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, 63(4_suppl1), 33-44.
Ovretveit, J. (2014). Evaluating improvement and implementation for health. McGraw-Hill Education (UK).
Pariyo, G. W., Ekirapa-Kiracho, E., Okui, O., Rahman, M. H., Peterson, S., Bishai, D. M., Peters, D. H. (2009). Changes in utilization of health services among poor and rural residents in Uganda: are reforms benefitting the poor? International Journal for Equity in Health, 8, 39.
Ramli, N. B., Fun, C. S., & Idris, F. (2009). Kajian Kepuasan Pelanggan Terhadap Perkhidmatan Per-pustakaan Universiti Awam di Malaysia. Jurnal Pengurusan.
Szyca, R., Rosiek, A., Nowakowska, U., & Leksowski, K. (2012). Analysis of factors influencing patient satisfaction with hospital treatment at the surgical department. Polish Journal of Surgery, 84(3), 136-143.
Wang, I.-M., & Shieh, C.-J. (2006). The relationship between service quality and customer satisfaction: the example of CJCU library. Journal of Information & Optimization Sciences, 27(1), 193–209.
Wisniewski, M., & Wisniewski, H. (2005). Measuring service quality in a hospital colposcopy clin-ic. International Journal of Health Care Quality Assurance, 18(3), 217-228.