Internal Service Factors, Service Quality and Behavioural Loyalty: Evidence from Indonesian Health Centres

Abstract

This study aims to examine influence of internal service factors (service provider, service process, service environment) on service quality and behavioural loyalty in Indonesian health centers. Data was collected from questionnaire distributed to 389 patients of 102 in patient health centers in Aceh Province, Indonesia. Using Structural equation modeling (SEM), this study demonstrated a significant and positive influence of service provider and service environment while no significant effect of service process. The findings also unveiled a significant and positive influence of service quality on behavioural loyalty, but the mediating role of service quality on the relationship between internal service factors and behavioural loyalty is not supported in this study. Funding: None to declare. Declaration of Interests: None to declare. Ethics Approval Statement: All procedures performed in studies involving human participants were in accordance with the ethical standards of the institutional and/or national research committee and with the 1964 Helsinki declaration and its later amendments or comparable ethical standards.