They are testing the mediation hypothesis of the value co-creation variable on the effect of patient participation on loyalty. The results of hypothesis testing using the Sobel Test are as follows. t=Â
tx1-y-z= = 1.86Â
A t-count value of 1.86 was obtained, more significant than the t-table of 1.62, with a confidence level of 95% or =5%. Therefore, it can be concluded that H0 is rejected or, in other words, patient participation affects loyalty mediated by value co-creation in outpatients at the Obstetrics and Gynaecology Polyclinic of the Islamic Hospital Tasikmalaya.
Effect of patient and CRM participation on loyalty mediated by value co-creation
The results of hypothesis testing using the Sobel test (Sobel Test) obtained a t-count value of 5.48, more significant than the t-table of 1.62, with a confidence level of 95% or =5%. So, it can be concluded that H0 is rejected or CRM affects loyalty mediated by value co-creation in outpatients at the Obstetrics and Gynaecology Polyclinic of the Islamic Hospital of Tasikmalaya.
CONCLUSION
Based on the results of the research, several conclusions can be drawn. Firstly, patient participation and Customer Relationship Management (CRM) significantly influence value co-creation among outpatients at the Obstetrics and Gynecology Polyclinic of the Islamic Hospital of Tasikmalaya. This influence is evident both when the variables are considered individually (partially) and when they are considered together (simultaneously). This finding suggests that patient involvement in their healthcare process and effective CRM strategies are crucial in enhancing the value co-creation process in this setting.
Secondly, the research indicates that patient participation, CRM, and value co-creation collectively influence outpatient loyalty at the Obstetrics and Gynecology Polyclinic of the Islamic Hospital of Tasikmalaya. Each of these factors contributes independently to building loyalty among patients and, in combination, highlights the importance of a holistic approach to fostering strong relationships and loyalty within the healthcare environment.
Lastly, it was also found that patient participation, CRM, and value co-creation notably impact outpatient loyalty at the Home Obstetrics and Gynecology Polyclinic. This suggests that creating value through active patient engagement and maintaining effective patient relationships are vital for ensuring their continued trust and loyalty to the clinics services.
Based on the study's conclusions, several recommendations are made regarding the research variables affecting outpatients at the Obstetrics and Gynecology Polyclinic of the Islamic Hospital of Tasikmalaya. Firstly, regarding patient participation, it is advised that the Islamic Hospital of Tasikmalaya enhances patient interaction. This includes improving the relationship between health workers and patients and vice versa. Additionally, health workers should focus on elevating the quality of services provided to outpatients at the Obstetrics and Gynecology Polyclinic.
Secondly, regarding Customer Relationship Management (CRM), the Islamic Hospital of Tasikmalaya should focus on strengthening its relationship management with patients. This involves maintaining good relationships with patients and building trust through delivering quality medical services, particularly for outpatients at the Obstetrics and Gynecology Polyclinic. By doing so, the hospital can foster a more trusting and reliable connection with its patients.
