Social Responsibility and Marketing Impact on Hospital Business Sustainability: Lesson from Indonesia

Main Article Content

Frinda Susanto
Farida Jasfar
Hamdy Hady
Robert Kristaung

Abstract

This research empirically examines the influence of corporate and employee social responsibility, customer satisfaction, trust, and loyalty, and sustainable business variables. The methods of this study using Partial Least Square-Structural Equation Modelling with hypothesis testing. Hospitals listed on the Indonesia Stock Exchange that carry out corporate social responsibility (CSR) were used as study objects. The number of samples collected was 96 respondents. The result showed although employee social responsibility (ESR) has a positive effect on customer satisfaction and trust, it has no significant impact on business sustainability. Likewise, patient satisfaction has a positive effect on loyalty, yet it has no significant impact on business sustainability. Trust has a positive effect on patient loyalty and business sustainability. The research novelty is corporate social responsibility as a determinant of business sustainability, as both an independent and mediating variable, including the employee social responsibility. Patient trust plays a vital role as a mediator between patient satisfaction and loyalty. Ethics has the highest contribution to CSR, furthermore, employee social responsibility and measurement are valid for marketing studies.

Keywords:
CSR, ESR, customer satisfaction, trust, loyalty, sustainable business.

Article Details

How to Cite
Susanto, F., Jasfar, F., Hady, H., & Kristaung, R. (2020). Social Responsibility and Marketing Impact on Hospital Business Sustainability: Lesson from Indonesia. Journal of Economics, Management and Trade, 26(8), 21-35. https://doi.org/10.9734/jemt/2020/v26i830278
Section
Original Research Article

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