This structural model describes the relationship between patient participation, CRM, value co-creation, and outpatient loyalty at the Obstetrics and Gynaecology Polyclinic of the Islamic Hospital of Tasikmalaya. Furthermore, the hypothesis states that patient participation, CRM, and value co-creation directly and indirectly affect loyalty.
The indirect influence or mediation test can be seen from the indirect influence of patient participation on loyalty through value co-creation. Based on the results of data processing, the following equations are obtained:
Z = 0.318X1 + 0.266X2 + 0.364Y
Based on the model drawings and formed structural equations, it can be explained as follows
The influence or contribution of patient participation (X1) on the loyalty variable (Z) was 0.318. The higher the patient participation, the more patient loyalty will increase by 0.318.
The influence or contribution of CRM (X2) on the loyalty variable (Z) was 0.266. The higher the patient participation, the more patient loyalty will increase by 0.266.
The influence or contribution of value co-creation (Y) to the loyalty variable (Z) is 0.364. The higher the co-creation value, the more patient loyalty will increase by 0.364.
Based on the R square value, 0.515 was obtained, which means that together, the influence of patient participation and CRM and co-creation value on loyalty was 51.5%, and the remaining 48.5% were explained or influenced by other variables. Here is a calculation of each variable's direct and indirect influence or contribution to the purchase decision.
Criteria for determining significance:
If the null hypothesis is rejected and the alternative hypothesis is accepted.
If the null hypothesis is accepted and the alternative hypothesis is rejected.
