Peran kualitas layanan, kepercayaan, dan waktu tunggu dalam meningkatkan kepuasan dan loyalitas pasien
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Abstract
This study aims to identify factors that influence patient satisfaction and loyalty to local clinics. Data were obtained through questionnaires from 143 respondents and analyzed using PLS-SEM with the SMART PLS 4 application. The results of this study indicate that service quality, trust, and waiting time have a positive and significant effect on patient satisfaction. Service quality and patient satisfaction also have a significant effect on patient loyalty, with patient satisfaction as a mediator. These findings emphasize the importance of service quality, trust, and waiting time in increasing patient satisfaction and loyalty.
Penelitian ini bertujuan mengidentifikasi faktor-faktor yang memengaruhi kepuasan dan loyalitas pasien terhadap klinik lokal. Data diperoleh melalui kuesioner dari 143 responden dan dianalisis menggunakan PLS-SEM dengan aplikasi SmartPLS 4. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan, kepercayaan, dan waktu tunggu berpengaruh positif dan signifikan terhadap kepuasan pasien. Kualitas pelayanan dan kepuasan pasien juga berpengaruh signifikan terhadap loyalitas pasien, dengan kepuasan pasien sebagai mediator. Temuan ini menegaskan pentingnya kualitas pelayanan, kepercayaan, dan waktu tunggu dalam meningkatkan kepuasan dan loyalitas pasien.
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