THE IMPACT OF CORE AND PERIPHERAL SERVICE QUALITY ON VALUE, SATISFACTION, AND LOYALTY AMONG PATIENTS: THE MODERATING ROLE OF SWITCHING COSTS AND E-HEALTH AT A GOVERNMENT HOSPITAL
This study analyses the impact of core and peripheral service quality on patient value, satisfaction and loyalty at Lamongan General Hospital by considering the moderating role of switching costs and e-health. Using a quantitative approach, this study analyzed data collected from 80 patients hospitalized at Lamongan General Hospital through a survey. Structural equation modelling (SEM) was used to test the hypothesis. Results show that the quality of core and peripheral services has not significantly impacted perceived value and patient satisfaction, which in turn increases patient loyalty. Furthermore, switching costs and e-health act as substantial moderators in this relationship, with their influence being more decisive in patients who perceive switching costs as high and who use e-health services. This study confirms the importance of hospitals improving the quality of core and peripheral services as a primary strategy for increasing patient value, satisfaction, and loyalty. Additionally, integrating e-health and switching cost management strategies effectively strengthens this relationship. These findings provide important insights for healthcare practitioners to develop more patient-focused strategies in the digital era.
Core Service Quality, Peripheral Service Quality, Patient Satisfaction Patient Loyalty, Perceived Value, Switching Costs, E-Health, Health Services