The Mediating Effect of Patient Satisfaction in the Influence of Service Quality on Patient Loyalty at the Dr. Soekardjo Tasikmalaya Regional General Hospital
DOI:
https://doi.org/10.38035/gijea.v3i4.699Keywords:
service quality, patient satisfaction, patient loyalty, mediation, SEM-PLSAbstract
Introduction: Competition in the healthcare industry requires hospitals to not only provide quality medical services but also build patient loyalty as the key to long-term sustainability. This study aims to analyze the influence of service quality on patient loyalty with patient satisfaction as a mediating variable at Dr. Soekardjo General Hospital in Tasikmalaya.
Methods: The research method used a quantitative approach with a survey of 100 patient respondents. Data analysis was conducted using Structural Equation Modeling based on Partial Least Squares (SEM-PLS).
Results: The results indicate that service quality has a positive and significant effect on patient satisfaction (path coefficient = 0.579; p < 0.05) and patient loyalty (path coefficient = 0.317; p < 0.05). Additionally, patient satisfaction also positively influences patient loyalty (path coefficient = 0.386; p < 0.05). Another important finding is that patient satisfaction significantly mediates the relationship between service quality and patient loyalty. Thus, improving service quality enhances satisfaction, which ultimately strengthens patient loyalty.
Conclusion: The implications of this study emphasize the importance of hospital strategies in providing services that are not only efficient but also create emotionally satisfying experiences to build long-term loyalty.
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