A Study of Service Quality, Corporate Social Responsibility, Hospital Image, and Hospital Value Creation in Medan
Arlina Nurbaity Lubis*,
Rodiah Rahmawaty Lubis and
Beby Kendida Hasibuan
European Research Studies Journal, 2017, vol. XX, issue 4B, 125-133
Globalization and emerging market created fierce global competition toward healthcare services industry. Retaking public trust required an overhaul of local hospitalâ€™s value creation. Value is the key concept to win the customerâ€™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 eachâ€™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.
Keywords: Value-creation; hospital image; CSR; Service Quality. (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:ers:journl:v:xx:y:2017:i:3b:p:125-133
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