Pengaruh Kualitas Pelayanan dan Perceived Value terhadap Loyalitas Pasien: Kepuasan Pasien sebagai Mediasi
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Abstract
The purpose of this paper is to explore the relationship of service quality and perceived value on patients’ satisfaction and loyalty which are vital for successful dental clinic management. A survey was conducted on 100 patients at a dental clinic in Brebes, Indonesia in September 9th – 16th, 2020. The data was collected using non-probability sampling and analized using Statistical Package for the Social Sciences (SPSS) software. The results of SPSS showed that service quality and perceived value had a positive and significant impact on patients’ satisfaction and loyalty, satisfaction had a positive and significant impact on patients’ loyalty, and further, patients’ satisfaction significantly mediates the relationship of service quality and perceived value on patients’ loyalty. Findings of the current study can contribute to give a broader perception of behavioural mechanisms management in both clinic and hospital world. Healthcare workers should pay more attention on creating positive patients’ perceived value to increase their loyalty.
Tujuan penelitian ini adalah melihat pengaruh kualitas pelayanan dan perceived value terhadap kepuasan dan loyalitas pasien. Penelitian ini menggunakan survei yang dibagikan pada 100 pasien pada sebuah klinik gigi di Brebes dari tanggal 9 September hingga 16 September 2020. Pengambilan sampel menggunakan metode non-probability sampling dan dianalisa menggunakan software SPSS. Hasil SPSS menunjukkan bahwa kualitas pelayanan dan perceived value memiliki pengaruh positif dan signifikan terhadap kepuasan dan loyalitas pasien, kepuasan memiliki pengaruh positif dan signifikan terhadap loyalitas pasien, serta kepuasan pasien memediasi pengaruh kualitas pelayanan dan perceived value terhadap loyalitas pasien. Hasil penelitian ini dapat memberikan persepsi yang lebih luas mengenai manajemen klinik dan rumah sakit. Para tenaga kesehatan harus lebih berusaha menciptakan persepsi positif kepada pasien agar pasien tetap loyal.
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