THE INFLUENCE OF SERVICE QUALITY AND MEDICAL FACILITIES ON PATIENT SATISFACTION AND ITS IMPLICATIONS FOR PATIENT LOYALTY AT PULANG PISAU REGIONAL HOSPITAL, CENTRAL KALIMANTAN
Main Article Content
Santi Sandra
Kosasih
Taufan Nugroho
Farida Yuliaty
Vip Paramarta
Fitriana
This study aims to explain the quality of service, medical facilities, patient satisfaction, and patient loyalty at Pulang Pisau Regional General Hospital, Central Kalimantan, and to analyze the direct and indirect influence of service quality and medical facilities on patient satisfaction and their implications for patient loyalty. This research employed a descriptive method to map the condition of each variable and a verificative method with a quantitative approach to test research hypotheses. The findings indicate that service quality and medical facilities are categorized as good and statistically have a positive and significant influence on patient satisfaction. Partially, service quality and medical facilities significantly improve patient satisfaction, while simultaneous testing shows a synergistic interaction of both variables in predicting satisfaction. The direct path analysis reveals that only medical facilities have a significant direct effect on loyalty, while service quality requires mediation. Furthermore, the mediation analysis shows that patient satisfaction facilitates the transmission of positive effects from both variables toward loyalty, making satisfaction a bridging variable that strengthens the relationship between service quality, medical facilities, and patient loyalty. These findings indicate that patient satisfaction functions as a crucial and fundamental mediator that consolidates the contributions of service quality and medical facilities in building sustainable patient loyalty.
Arikunto, S. (2018). Prosedur Penelitian: Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.
Fitri Wandi, A. S., & Ramadhan, A. T. (2024). Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pasien Studi Puskesmas Cicangkang Girang. Prosiding No. 7 Tahun 2024, 479.
Fitri Wandi, A. S., & Ramadhan, A. T. (2024). Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pasien Studi Puskesmas Cicangkang Girang. Prosiding No. 7 Tahun 2024, 479.
Herlambang, Y. (2016). Manajemen Mutu Pelayanan Kesehatan. Jakarta: Penerbit Buku Kedokteran EGC.
Herlambang, Y. (2016). Manajemen Mutu Pelayanan Kesehatan. Jakarta: Penerbit Buku Kedokteran EGC.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th Edition). Harlow: Pearson Education. ISBN: 978-0133856460.
Laksono, A. (2016). Aksesibilitas Pelayanan Kesehatan di Indonesia.
Liu, S., Li, G., & Hongwei, W. (2021). The Impact Of Patient Satisfaction On Patient Loyalty With The Mediating Effect Of Patient Trust. INQUIRY: The Journal of Healthcare Organization, Provision and Financing, 58, 1–11.
Marlina, L. (2018). Kualitas Pelayanan Kesehatan Puskesmas Muara Wis.
Sari, M. et al. (2020). Pengaruh Pengalaman Pasien Terhadap Loyalitas Pasien di RSUD Dr. Soetomo Surabaya
Satyawati, & Margaretha Pink Berlianto. (2022). The Service Quality, Patient Satisfaction, and Its Impact to Patient Loyalty at X Hospital. Enrichment: Journal of Management, Volume 12, Nomor 4, Halaman 2572-2581.
Septiani, A. (2016). Pengaruh faktor-faktor kualitas pelayanan terhadap kepuasan pasien di Instalasi Gawat Darurat RSUD Kabupaten Sumedang. Coopetition Journal.
Sholeh, M., & Chalidyanto, D. (2021). The effect of service quality on loyalty through patient satisfaction in outpatient of hospital X, Malang. Jurnal Medicoeticolegal and Manajemen Rumah Sakit, 10(2), 148–157.
Sholeh, M., & Chalidyanto, D. (2021). The effect of service quality on loyalty through patient satisfaction in outpatient of hospital X, Malang. Jurnal Medicoeticolegal and Manajemen Rumah Sakit, 10(2), 148–157.
Susi Ardiani, Sarikadarwati, Henny Yulsiati, Sandrayati (2020), "The Effect of Hospital Image and Service Quality on Customer Loyalty Through Customer Satisfaction," Atlantis Press, Proceedings of the 3rd Forum in Research, Science, and Technology (FIRST 2019), halaman 84-87, DOI: 10.2991/assehr.k.200407.015.
Sutanto, E. M., Lestari, S. D., & Mulyono, S. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien Pengguna BPJS dengan Kepuasan Pasien sebagai Variabel Intervening. Jurnal Ekonomi dan Bisnis, 22(1), 45-60.
Thompson, J. D. (2019). The Impact of Hospital Facilities on Patient Satisfaction: A Cross-National Analysis. International Journal of Healthcare Management, 12(3), 205-215.
Tjiptono, F. (2021). Service Quality and Satisfaction. Yogyakarta: Andi Offset.
