Studi pada loyalitas pasien rumah sakit swasta di Jakarta Utara
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Abstract
This study aims to examine the influence of service quality and service innovation on patient loyalty in hospitals, with patient satisfaction serving as a mediating variable. This research aimed to examine whether: 1) service quality has a significant effect on patient satisfaction, 2) service innovation has a significant effect on patient satisfaction, 3) service quality significantly impacts patient loyalty, 4) service innovation significantly impacts patient loyalty, 5) patient satisfaction significantly affects patient loyalty, 6) patient satisfaction mediates the relationship between service quality and patient loyalty, and 7) patient satisfaction mediates the relationship between service innovation and patient loyalty. A purposive sampling technique was employed, resulting in a sample of 150 respondents, and the analysis was conducted using PLS-SEM to test the hypotheses. The findings indicate that both service quality and service innovation significantly affect patient satisfaction, that patient satisfaction has a significant effect on patient loyalty, and that patient satisfaction significantly mediates the relationship between service quality and patient loyalty. However, patient satisfaction does not significantly mediate the relationship between service innovation and patient loyalty.
Penelitian ini bertujuan untuk menguji pengaruh kualitas layanan dan inovasi layanan terhadap loyalitas pasien di rumah sakit, dengan kepuasan pasien sebagai variabel mediasi. Penelitian ini bertujuan untuk menguji apakah: 1) kualitas layanan memiliki pengaruh signifikan terhadap kepuasan pasien, 2) inovasi layanan memiliki pengaruhsignifikan terhadap kepuasan pasien, 3) kualitas layanan berpengaruh signifikan terhadap loyalitas pasien, 4) inovasi layanan berpengaruh signifikan terhadap loyalitas pasien, 5) kepuasan pasien berpengaruh signifikan terhadap loyalitas pasien, 6) kepuasan pasien memediasi hubungan antara kualitas layanan dan loyalitas pasien, dan 7) kepuasan pasien memediasi hubungan antara inovasi layanan dan loyalitas pasien. Teknik purposive sampling digunakan, menghasilkan sampel sebanyak 150 responden, dan analisis dilakukan menggunakan PLS- SEM untuk menguji hipotesis. Temuan penelitian menunjukkan bahwa baik kualitas layanan maupun inovasi layanan berpengaruh signifikan terhadap kepuasan pasien, bahwa kepuasan pasien berpengaruh signifikan terhadap loyalitas pasien, dan bahwa kepuasan pasien secara signifikan memediasi hubungan antara kualitas layanan dan loyalitas. pasien. Namun, kepuasan pasien tidak memediasi secara signifikan hubungan antara inovasi layanan dan loyalitas pasien.
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