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Examining the Factors Impacting Satisfaction and Loyalty in Innovative Personal Health Assistant Services for Hypertension Patients of a Private Hospital in Thailand |
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| รหัสดีโอไอ | |
| Creator | Ruengrong Ongpattanakit |
| Title | Examining the Factors Impacting Satisfaction and Loyalty in Innovative Personal Health Assistant Services for Hypertension Patients of a Private Hospital in Thailand |
| Publisher | Assumption University Press |
| Publication Year | 2567 |
| Journal Title | The Scholar: Human Sciences |
| Journal Vol. | 16 |
| Journal No. | 1 |
| Page no. | 59-67 |
| Keyword | Service Quality, Satisfaction, Loyalty, Hypertension, Health Assistant Services |
| URL Website | http://www.assumptionjournal.au.edu/index.php/Scholar/article/view/7303 |
| Website title | The Scholar: Human Sciences |
| ISSN | 2586-9388 |
| Abstract | Purpose: The aim of this research is to examine the factors impacting satisfaction and loyalty in innovative personal health assistant services for hypertension patients of a private hospital in Bangkok, Thailand. Research design, data and methodology: Conceptual framework consisted with six variables, reliability, trustworthiness, service quality, hospital image, satisfaction and loyalty, was designed to achieve research objective. Quantitative approach was applied to collect data from 500 respondents. Sampling methods of purposive sampling, stratified random sampling, and convenience sampling were used to scoped to reach target respondents. The reliability of questionnaires has been verified with Item-Objective Congruence (IOC) and pilot test before distribution to target respondents. Data obtained was then analyzed with statistical method of Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) to test hypothesis proposed for the study. Results: Loyalty was driven by satisfaction, while satisfaction was impacted from service quality, hospital image, and trustworthiness. Service quality played critical role for hypertension patient as it directly impacts satisfaction and hospital image, and indirectly impact loyalty. Conclusions: Marketers, healthcare, and developers of health virtual assistant should focus on delivering service, diagnosis and treatments that meet their needs or beyond their expectation to gain trust, positive hospital image, and satisfaction that consequently induces commitment in the service. |
