Title:
CONSIDERATING THE IMPACT OF SERVICE INNOVATION COMPETITIVE ADVANTAGE ON CUSTOMER SUCCESS AND IN THE CLINIC

Authors:
Elke Wiyono, Khuzaini, Marsudi Lestariningsih, Indonesia

Abstract:

The aim of this study was to use word of mouth (WOM) and competitive advantage in Surabaya's Total Life to affect patient safety and service innovation. Its participants were members of Surabaya's Total Life Clinic, and the sample size was 90 respondents. They gathered data by handing out questionnaires. Descriptive statistics and partial least squares were used to analyze the results. As the results, this study indicated that: (1) the patient safety had a significant effect on word of mouth; (2) service innovation affected word of mouth; (3) patient safety had no significant impact on competitive advantage; (4) service innovation affect competitive advantage; (5) name of mouth affected competitive advantage; (6) patient safety had a significant effect on competitive advantage through word of mouth; (7) service innovation had a significant influence on competitive advantage through word of mouth.