Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital
Hospital is one of the healthcare facilities, in the rapid technological development and increasingly fierce competition Hospital is required to continue to improve the quality of services that meet the needs of patients. This study aims to determine the effect of service quality on patient loyalty...
| Main Authors: | , |
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| Format: | Article |
| Language: | Indonesian |
| Published: |
Universitas Muslim Indonesia
2019-04-01
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| Series: | Window of Health |
| Subjects: | |
| Online Access: | http://jurnal.fkmumi.ac.id/index.php/woh/article/view/111 |
| _version_ | 1818208433391796224 |
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| author | Randa Wula Isfan Yulianti Fauziah |
| author_facet | Randa Wula Isfan Yulianti Fauziah |
| author_sort | Randa Wula Isfan |
| collection | DOAJ |
| description | Hospital is one of the healthcare facilities, in the rapid technological development and increasingly fierce competition Hospital is required to continue to improve the quality of services that meet the needs of patients. This study aims to determine the effect of service quality on patient loyalty with patient satisfaction as mediation of hospitalized patients at Dewi Sartika Kendari General Hospital.
The research method used was associative, with a cross-sectional design. Sampling technique used purposive sampling. Samples used were 83 respondents inpatients at Dewi Sartika Kendari General Hospital with data analysis using SPSS with path analysis method.
The results showed that: a) Service quality had a positive and significant effect on patient satisfaction, the value of the effect was 0.583 and a significance of 0.000 <0.05. b) Quality of service does not have a positive and significant effect on patient loyalty, the value of the influence is 0.164 and the significance is 0.106> 0.05. c) Patient satisfaction has a positive and significant effect on patient loyalty, the value of the influence is 0.575 and a significance of 0.000 <0.05. d) Service quality has a positive and significant effect on patient loyalty with patient satisfaction as a mediating variable with a direct influence value of 0.164 <from the indirect effect value of 0.335 |
| first_indexed | 2024-12-12T04:44:44Z |
| format | Article |
| id | doaj.art-6b118be17ecb494d9c0b59bf7185095e |
| institution | Directory Open Access Journal |
| issn | 2614-5375 |
| language | Indonesian |
| last_indexed | 2024-12-12T04:44:44Z |
| publishDate | 2019-04-01 |
| publisher | Universitas Muslim Indonesia |
| record_format | Article |
| series | Window of Health |
| spelling | doaj.art-6b118be17ecb494d9c0b59bf7185095e2022-12-22T00:37:39ZindUniversitas Muslim IndonesiaWindow of Health2614-53752019-04-019710510.33368/woh.v0i0.111111Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari HospitalRanda Wula Isfan0Yulianti Fauziah1FarmasiProgram Studi D-III Farmasi, Politeknik Bina Husada KendariHospital is one of the healthcare facilities, in the rapid technological development and increasingly fierce competition Hospital is required to continue to improve the quality of services that meet the needs of patients. This study aims to determine the effect of service quality on patient loyalty with patient satisfaction as mediation of hospitalized patients at Dewi Sartika Kendari General Hospital. The research method used was associative, with a cross-sectional design. Sampling technique used purposive sampling. Samples used were 83 respondents inpatients at Dewi Sartika Kendari General Hospital with data analysis using SPSS with path analysis method. The results showed that: a) Service quality had a positive and significant effect on patient satisfaction, the value of the effect was 0.583 and a significance of 0.000 <0.05. b) Quality of service does not have a positive and significant effect on patient loyalty, the value of the influence is 0.164 and the significance is 0.106> 0.05. c) Patient satisfaction has a positive and significant effect on patient loyalty, the value of the influence is 0.575 and a significance of 0.000 <0.05. d) Service quality has a positive and significant effect on patient loyalty with patient satisfaction as a mediating variable with a direct influence value of 0.164 <from the indirect effect value of 0.335http://jurnal.fkmumi.ac.id/index.php/woh/article/view/111service qualityloyaltysatisfactionhospital |
| spellingShingle | Randa Wula Isfan Yulianti Fauziah Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital Window of Health service quality loyalty satisfaction hospital |
| title | Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital |
| title_full | Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital |
| title_fullStr | Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital |
| title_full_unstemmed | Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital |
| title_short | Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital |
| title_sort | service quality for patient loyalty with patient satisfaction as mediation of hospital patients in dewi sartika kendari hospital |
| topic | service quality loyalty satisfaction hospital |
| url | http://jurnal.fkmumi.ac.id/index.php/woh/article/view/111 |
| work_keys_str_mv | AT randawulaisfan servicequalityforpatientloyaltywithpatientsatisfactionasmediationofhospitalpatientsindewisartikakendarihospital AT yuliantifauziah servicequalityforpatientloyaltywithpatientsatisfactionasmediationofhospitalpatientsindewisartikakendarihospital |