Pengaruh Kualitas Pelayanan dan Perceived Value terhadap Loyalitas Pasien: Kepuasan Pasien sebagai Mediasi

Ivy Vania Ariany, Anas Lutfi
| Abstract views: 161 | views: 154


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. 


Service Quality; Perceived Value; Satisfaction; Loyalty; Dental Clinic

Full Text:



Caruana, A., & Fenech, N. (2005). The effect of perceived value and overall satisfaction on loyalty: A study among dental patients. Journal of Medical Marketing, 5, 245-255.

Chahal, H., & Kumari, N. (2011). Consumer perceived value and consumer loyalty in the healthcare sector. Journal of Relationship Marketing, 10(2), 88-112

Detik finance. (2014). Retrieved from October 12th, 2019, from

Dölarslan, E. S. (2014). Assessing the effects of satisfaction and value on customer loyalty behaviors in service environments: High-speed railway in Turkey as a case study. Management research review, 37, 706-727.

Fatima, T., Malik, S., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35.

Hur, W. M., Kim, Y. S., & Park, K. D. (2013). Assessing the effects of perceived value and satisfaction on customer loyalty: A ‘Green’ perspective. Corporate Social Responsibility and Environmental Management, 20.

Julianto, P. A. (2016). Investasi Sektor Medis Tengah Meningkat. Retrieved November 23rd, 2019, from:

Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422.

Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244.

Kim, K. H., & Park, D. B. (2016). Relationships among perceived value, satisfaction, and loyalty: Community-based ecotourism in Korea. Journal of Travel & Tourism Marketing, 34(2), 171–191.

Kotler, P. (1997). Marketing: An introduction (2nd ed.). USA: PrenticeMcGraw-Hill Companies.

Kotler, P. (2000). Marketing Management. New Jersey: Prentice-HalI.

Lasadika, M. R. (2018). The Impact of Service Quality Toward Customer Loyalty Through Customer Satisfaction and Trust as A Mediating Variable. Department of Economics, Universitas Islam Indonesia.

Lewis, B. R. (1991). Service quality: An international comparison of bank customers’ expectations and perceptions. Journal of Marketing Management, 7(1), 47-62.

MacStravic, S. (1994). Patient loyalty to physicians. Journal of Hospital Marketing, 10(1), 51-61.

Meesala, A., & Paul, J. (2016). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261-269.

Moliner, M. A. (2009). Loyalty, perceived value, and relationship quality in healthcare services. Journal of Service Management, 20(1), 76-97.

Noermijati, & AS’AD, A. S. (2014). Pengaruh Kualitas pelayanan dan harga terhadap kepuasan dan loyalitas pelanggan (Studi pada pasien rawat inap di rumah Sakit NU Tuban). Jurnal Aplikasi Manajemen, 11(3), 399-406.

Oliver, R. L. (1981). Measurement and evaluation of satisfaction process in retail settings. Journal of Retailing, 57(Fall), 25-48.

Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4_suppl1), 33–44.

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.


  • There are currently no refbacks.