The effect of perceived service fairness toward relationship quality and switching intention (a case study of patient from X generation and Y generation in a hospital)
DOI:
https://doi.org/10.33448/rsd-v9i8.6265Keywords:
Perceived service fairness; Relationship quality; Switching intention; Hospital.Abstract
This research was conducted with the hypothesis of the influence of perceived service fairness (which consists of price fairness, procedural fairness, interactional fairness and outcome fairness) variables on relationship quality (consisting of trust and commitment variables) and switching intention and their differences in generation X and Y. Survey was conducted to find out the factors that affect the switching intention patient behaviour and it is found that the physician factor is the dominant factor. The study was conducted at one of the hospitals in Central Jakarta which using 524 respondents, who were included in the criteria of 600 target respondents, of which 40% generation X and 60% generation Y, the study is using qualitative and quantitative research, and the type of research is exploratory research. This study is using PLS-SEM analysis method. It obtained results, which are far different from the existing reference, where the hypothesis of perceived fairness and service relationship qualilty with switching intention are all rejected. The differences between generation X and Y, A relationship of trust with switching intention in, it is found that price fairness is related to commitment in generation X, vice versa in Y generation. It concluded that in some input for hospital management and provides thoughts on the need for other studies in hospitals that have different characteristics from the study sites as the need for deeper research related to physician factors.
References
Adams, J. S. (1965). Inequity in social exchange. Advances in Experimental Social Psychology. New York Academy Press. https://doi.org/https://doi.org/10.1016/S0065-2601(08)60108-2
Badan Pusat Statistik Jakarta Pusat. (2010). Statistik Indonesia Tahun 2010. Badan Pusat Statistik Jakarta Pusat.
Bansal, H. S., & Taylor, S. F. (1999). The Service Provider Switching Model (SPSM): A Model of Consumer Switching Behavior in the Services Industry. Journal of Service Research. https://doi.org/10.1177/109467059922007
Choo, S., & Wong, M. (2006). Entrepreneurial intention: Triggers and barriers to new venture creations in Singapore. Singapore Management Review.
Colquitt, J. A. (2012). Organizational Justice. In The Oxford Handbook of Organizational Psychology. https://doi.org/10.1093/oxfordhb/9780199928309.013.0016
Cropanzano, R., Rupp, D. E., Mohler, C. J., & Schminke, M. (2001). Three roads to organizational justice. Research in Personnel and Human Resources Management. https://doi.org/10.1016/S0742-7301(01)20001-2
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing Buyer-Seller Relationships. Journal of Marketing. https://doi.org/10.2307/1251126
Farrell, D., & Rusbult, C. E. (1981). Exchange variables as predictors of job satisfaction, job commitment, and turnover: The impact of rewards, costs, alternatives, and investments. Organizational Behavior and Human Performance. https://doi.org/10.1016/0030-5073(81)90016-7
Febriani, R. dan Nurtjahjanti, H. (2006). Hubungan Keadilan Organisasi dalam Merit Pay dengan Semangat Kerja Karyawan PT Angkasa Pura I Kantor Cabang Ahmad Yani Semarang. Suksma, 3(1).
Fitriasari, N., Rohman, F., & Koeswo, M. (2017). The Influence of Loyalty to Commitment and Intention to Stay in Outpatient Care. Jurnal Kedokteran Brawijaya.
Grönroos, C. (2007). Service Management and Marketing. European Journal of Marketing. https://doi.org/10.1108/EUM0000000004874
Gundlach, G. T., Achrol, R. S., & Mentzer, J. T. (1995). The Structure of Commitment in Exchange. Journal of Marketing. https://doi.org/10.1177/002224299505900107
Gyau, A., & Spiller, A. (2008). The impact of supply chain governance structures on the inter-firm relationship performance in agribusiness. Agricultural Economics. https://doi.org/10.17221/292-agricecon
Ha, J., & Jang, S. C. (Shawn). (2009). Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2008.12.001
Han, H., Kim, Y., & Kim, E. K. (2011). Cognitive, affective, conative, and action loyalty: Testing the impact of inertia. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2011.03.006
Hennig-Thurau, T., & Hansen, U. (2000). Relationship Marketing — Some Reflections on the State-of-the-Art of the Relational Concept. In Relationship Marketing. https://doi.org/10.1007/978-3-662-09745-8_1
Herrmann, A., Xia, L., Kent, M. B., & Huber, F. (2007). The influence of price fairness on customer satisfaction: An empirical test in the context of automobile purchases. Journal of Product and Brand Management. https://doi.org/10.1108/10610420710731151
Ivancevich, J. M., Konopaske, R., & Matteson, M. T. (2010). Organizational Behavior and Management Ninth Edition. Upper Saddle River: Pearson. https://doi.org/10.13535/j.cnki.11-4406/n.2013.17.026
Kalapurakal, R., Dickson, P. R., & Urbany, J. E. (1991). Perceived Price Fairness and Dual Entitlement. Advances in Consumer Research.
Kandampully, J., Zhang, T. (Christina), & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-03-2014-0151
Kementrian Kesehatan RI. (2019). Profil Kesehatan Indonesia 2018. Retrieved March 22, 2020, from Kementrian Kesehatan RI website: https://pusdatin.kemkes.go.id/ resources/download/pusdatin/profil-kesehatan-indonesia/Data-dan-Informasi_Profil-Kesehatan-Indonesia-2018.pdf
Kim, W. G., & Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. International Journal of Hospitality Management. https://doi.org/10.1016/S0278-4319(02)00011-7
Leventhal, H., Meyer, D., Nerenz, D., & Rachman, S. (1980). The common sense representation of illness danger. In Contributions to Medical Psychology.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. The Academy of Management Review. https://doi.org/10.2307/258792
Meisenher, C. G. (1997). Improving Quality. Aspen Publication.
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing. https://doi.org/10.2307/1252308
Namasivayam, K. (2004). Action control, proxy control, and consumers’ evaluations of the service exchange. Psychology and Marketing. https://doi.org/10.1002/mar.20014
Namkung, Y., Jang, S. C., Almanza, B., & Ismail, J. (2009). Identifying the underlying structure of perceived service fairness in restaurants. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/09596110910955659
Nikbin, D., Marimuthu, M., & Hyun, S. S. (2016). Influence of perceived service fairness on relationship quality and switching intention: an empirical study of restaurant experiences. Current Issues in Tourism. https://doi.org/10.1080/13683500.2013.801407
Nindyati, A. D. (2017). Pemaknaan loyalitas karyawan pada generasi x dan generasi y (Studi Pada Karyawan Di Indonesia). Journal of Psychological Science and Profession. https://doi.org/10.24198/jpsp.v1i3.15230
Pan, Y., Sheng, S., & Xie, F. T. (2012). Antecedents of customer loyalty: An empirical synthesis and reexamination. Journal of Retailing and Consumer Services. https://doi.org/10.1016/j.jretconser.2011.11.004
Porter, L. W., Steers, R. M., Mowday, R. T., & Boulian, P. V. (1974). Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology. https://doi.org/10.1037/h0037335
Rahman, M. . (2016). Intensi Brandswitshing Smartphone ditinjau dari generasi X dan generasi Y. Universitas Muhammadiyah Malang.
Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management. https://doi.org/10.1108/09564230310489231
Sayers, R. (2007). The right staff from X to Y. Library Management. https://doi.org/10.1108/01435120710837765
Tristiantoro, L. (2018). Jumlah RS di Indonesia Pertumbuhan RS Publik. Retrieved from PERSI website: https://www.persi.or.id/analis-data/441-jumlah-rs-di-indonesia-pertumbuhan-rs-publik
Tyler, T. R. (1989). The Psychology of Procedural Justice: A Test of the Group-Value Model. Journal of Personality and Social Psychology. https://doi.org/10.1037/0022-3514.57.5.830
Tyler, T. R. (1998). Public mistrust of the law: A political perspective. University of Cincinnati Law Review.
United Nations. (2015). World Population Prospects: The 2015 Revision. In United Nations Economic and Social Affairs. https://doi.org/10.1007/s13398-014-0173-7.2
Yoo, M., & Bai, B. (2013). Customer loyalty marketing research: A comparative approach between hospitality and business journals. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2012.07.009
Yuwono, I. (2005). Psikologi Industri dan Organisasi. Airlangga University Press.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing. https://doi.org/10.1177/002224299606000203
Downloads
Published
How to Cite
Issue
Section
License
Authors who publish with this journal agree to the following terms:
1) Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
2) Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
3) Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.