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Go Back       Himalayan Journal of Economics and Business Management | Volume:4 Issue:6 | Nov. 21, 2023
62 Downloads209 Views

DOI : 10.47310/Hjebm.2023.v04i06.003       Download PDF       HTML       XML

Analysis Of Patient Behavior Influenced By Service Fairness, Service Convenience And Trust (Study On Hospitals In Pontianak City)


Sumiyati1, , Nur Afifah2 , Barkah3


1Student of Management Science Doctoral Study Program, Faculty of Economics and Business Tanjungpura University, Pontianak.

2 Lecturer of Management Science Doctoral Study Program, Faculty of Economics and Business Tanjungpura University, Pontianak.

3 Lecturer of Management Science Doctoral Study Program, Faculty of Economics and Business Tanjungpura University, Pontianak.


* Correspondence: Sumiyati.B3081221003@student.untan.ac.id


Abstract: This research aims to determine and analyze patient behaviour in choosing a hospital in Pontianak City which is influenced by the variables of service fairness, service convenience and trust. The population in this study were all patients who had received treatment at various hospitals in Pontianak City. The samples in this study were selected using the ten-step method. Data analysis was carried out using Structural Equation Modeling (SEM) with the SMARTPLS 3 application. The test results show that service convenience influences trust, while service fairness does not influence trust. Service fairness influences behaviour, service convenience influences behaviour, and trust influences behaviour. Trust can mediate the influence of service convenience on behaviour, while trust cannot mediate the influence of service fairness on behaviour.


Keywords: Patient behavior, Hospital choice, Pontianak City, Service fairness, Service convenience

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