A study of service quality, corporate social responsibility, hospital image, and hospital value creation in Medan

Abstract

Globalization and emerging market created fierce global competition toward healthcare services industry. Retaking public trust required an overhaul of local hospital’s value creation. Value is the key concept to win the customer’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 each’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.