The Influence of Internal Service Quality toward Patient's Behavioral Intention in Inpatient Unit at the Type C General Hospitals in East Java, Indonesia

Abstract

The research aims to examine the influence of internal service quality toward patient’s behavioral interest through nurse job satisfaction, organizational citizenship behavior, service quality of episode of care, and patient satisfaction in inpatient unit at type C general hospitals in East Java. Quantitative approach is used in this research and the unit of analysis is some type C hospitals in East Java. The result of research shows that: (1) internal service quality has a significant influence toward nurse job satisfaction; (2) nurse job satisfaction has a significant influence toward organizational citizenship behavior; (3) nurse job satisfaction has a significant influence toward service quality of episode of care; (4) organizational citizenship behavior has no significant influence toward service quality of episode of care; (5) organizational citizenship behavior has no significant influence toward patient satisfaction; (6) service quality of episode of care has a significant influence towards patient satisfaction, and (7) patient satisfaction has a significant influence toward patient’s behavioral intention.