LINKING SERVICE QUALITY TO PATIENT LOYALTY THROUGH PATIENT SATISFACTION IN AN INDEPENDENT MEDICAL PRACTICE
Article Sidebar
Read Counter : 11
Download : 9
Main Article Content
Abstract
Tujuan penelitian ini adalah untuk menguji peran kualitas layanan dalam mempengaruhi loyalitas pasien di praktik medis independen di Tangerang, Indonesia, melalui variabel mediasi yaitu kepuasan pasien. Meskipun sebagian besar penelitian sebelumnya mengenai kualitas layanan dan loyalitas berfokus pada pengaturan perawatan kesehatan rumah sakit atau institusional, penelitian dalam praktik medis independen masih relatif terbatas, khususnya dalam interaksi yang berpusat pada dokter di mana konsultasi pribadi adalah pertemuan layanan utama. Penelitian ini menggunakan desain kuantitatif cross-sectional dengan pengambilan sampel berurutan, dan menganalisis 180 jawaban yang dikumpulkan melalui Google Forms online. Analisis data dilakukan melalui Partial Least Squares–Structural Equation Modeling (PLS-SEM) menggunakan perangkat lunak SmartPLS 4 untuk menguji efek langsung dan mediasi antar variabel. Hasil menunjukkan bahwa kualitas layanan secara positif dan signifikan mempengaruhi kepuasan pasien dan loyalitas pasien, dengan kepuasan pasien bertindak sebagai variabel mediasi dalam hubungan ini. Di antara lima dimensi kualitas layanan, empati diidentifikasi sebagai komponen yang paling signifikan, menunjukkan bahwa komunikasi pribadi dan interaksi interpersonal sangat penting dalam layanan medis independen. Temuan ini berkontribusi pada perluasan teori kualitas layanan dalam konteks perawatan kesehatan yang berpusat pada dokter dan menawarkan implikasi praktis bagi praktisi independen untuk memprioritaskan dimensi relasional dan empatik dalam mengembangkan strategi yang berpusat pada pasien.
The aim of this study is to examine the role of service quality in influencing patient loyalty at an independent medical practice in Tangerang, Indonesia, through a mediating variable that is patient satisfaction. While most previous studies concerning service quality and loyalty have focused on hospital or institutional healthcare settings, research within independent medical practice remains relatively limited, particularly in physician-centered interactions where personal consultation is the primary service encounter. This study used a quantitative cross sectional design with consecutive sampling, and analyzed 180 responses collected through an online Google Forms. The analysis of the data was conducted through Partial Least Squares–Structural Equation Modeling (PLS-SEM) utilizing SmartPLS 4 software to test the direct and mediating effects between the variables. The results indicate that service quality positively and significantly impacts both patient satisfaction and patient loyalty, with patient satisfaction acting as a mediating variable in this association. Among the five dimensions of service quality, empathy was identified as the most significant component, suggesting that personal communication and interpersonal interaction are central in independent medical services. These findings contribute to extending service quality theory within physician-centered healthcare contexts and offer practical implications for independent practitioners to prioritize relational and empathetic dimensions in developing patient-centered strategies.
Article Details
Section
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
This work is licensed under a Jurnal Muara Ilmu Ekonomi dan Bisnis Creative Commons Attribution-ShareAlike 4.0 International License.References
Al-Abri, R., & Al-Balushi, A. (2014). Patient satisfaction survey as a tool towards quality improvement. Oman Medical Specialty Board Review Article Oman Medical Journal, 29(1), 3–7. https://doi.org/10.5001/omj.2014.02
Aladwan, M. A., Salleh, H. S., Anuar, M. M., Alhwadi, H., & Almomani, I. (2021). The relationship among service quality, patient satisfaction and patient loyalty: Case study in Jordan Mafraq Hospital. Linguistics and Culture Review, 5(3), 27–40. https://doi.org/10.21744/lingcure.v5nS3.1368
Alrubaiee, L., & Alkaa’ida, F. (2011). The mediating effect of patient satisfaction in the patients’ perceptions of healthcare-quality patient trust relationship. International Journal of Marketing Studies, 3(1), 103–127. https://doi.org/10.5539/ijms.v3n1p103
Amin, M., & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance, 18(3), 238–254. https://doi.org/10.1108/CGIJ-05-2012-0016
Arab, M., Ghazi Tabatabaei, S. M., Rashidian, A., Forushani, A. R., & Zarei, E. (2012). The effect of service quality on patient loyalty: A study of private hospitals in Tehran, Iran. Iranian J Publ Health, 41(9), 71–77. https://pmc.ncbi.nlm.nih.gov/articles/PMC3494218/
Arnett, J. J. (2000). Emerging adulthood: A theory of development from the late teens through the twenties. American Psychologist, 55(5), 469–480. https://doi.org/10.1037/0003-066X.55.5.469
Badan Pusat Statistik Kota Tangerang. (2024). Analisis Data Statistik Sektoral Kota Tangerang. PT Sinergi Visi Utama Consultant.
Badan Pusat Statistik Kota Tangerang. (2025). Kota Tangerang dalam Angka 2025 (Vol. 24). BPS Kota Tangerang.
Chaniotakis, I. E., & Lymperopoulos, C. (2009). Service quality effect on satisfaction and word of mouth in the health care industry. Managing Service Quality, 19(2), 229–242. https://doi.org/10.1108/09604520910943206
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A reexamination and extension. Journal of Marketing, 56, 55–68.
Dagger, T. S., & Sweeney, J. C. (2006). The effect of service evaluations on behavioral intentions and quality of life. Journal of Service Research, 9(1), 3–18. https://doi.org/10.1177/1094670506289528
Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: Scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142. https://doi.org/10.1177/1094670507309594
Delianna, M. S. (2024). Peran mediasi kepuasan pasien rawat jalan pada pengaruh kualitas layanan terhadap loyalitas pasien kefarmasian di instalasi farmasi RS FMC Bogor. Jurnal Review Pendidikan Dan Pengajaran, 7(4), 15291–15299. https://doi.org/10.31004/jrpp.v7i4.36458
Donabedian, A. (1988). The quality of care how can it be assessed? JAMA Network, 260(12), 1743–1748. https://doi.org/10.1001/jama.1988.03410120089033
Dwijayanti, K. A., et al. (2024). Service quality factors that influence patient satisfaction at radiology department, Buleleng Regional Hospital. Jurnal Ilmiah Kesehatan, 12(4), 1179–1190 https://doi.org/10.37641/jimkes.v12i4.2722
El Garem, R. A. A., Fouad, A., & Mohamed, H. (2024). Factors associated with patient loyalty in private healthcare sector in Egypt. Journal of Humanities and Applied Social Sciences, 6(2), 181–206. https://doi.org/10.1108/jhass-09-2023-0106
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality and Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031
Gunawan, A., Wahyuni, N., & Syafira Utami, A. (2020). Analisis tingkat kepuasan pelanggan terhadap pasien rawat jalan di Krakatau Medika Hospital. Journal of Integrated System, 3(1), 26–39. https://doi.org/10.28932/jis.v3i1.2490
Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook. Springer Nature Switzerland AG.
Kandampully, J., Zhang, T. (Christina), & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379–414. https://doi.org/10.1108/IJCHM-03-2014-0151
Kawi, J. S., & Keni. (2024). Peran kualitas pelayanan dalam meningkatkan kepuasan dan loyalitas pasien di rumah sakit umum daerah. Jurnal Manajemen Bisnis Dan Kewirausahaan, 8(2), 407–418. https://doi.org/10.24912/jmbk.v8i2.29670
Kementerian Kesehatan Republik Indonesia. (2022). Percepat Pemenuhan Tenaga Kesehatan, Kemenkes Buka Program Bantuan Pendidikan Untuk Dokter Spesialis dan Dokter Gigi Spesialis. https://kemkes.go.id/eng/%20percepatan-pemenuhan-tenaga-
kesehatan-kemenkes-buka-program-bantuan-pendidikan-untuk-dokter-spesialis-dan-dokter-gigi-spesialis
Kementerian Kesehatan Republik Indonesia. (2025). Informasi Praktek Mandiri. https://kemkes.go.id/id/informasi-praktek-mandiri
Kemp, E., Jillapalli, R., & Becerra, E. (2014). Healthcare branding: Developing emotionally based consumer brand relationships. Journal of Services Marketing, 28(2), 126–137. https://doi.org/10.1108/JSM-08-2012-0157
Kotler, P., Shalowitz, J., & Stevens, R. J. (2008). Strategic Marketing for Health Care Organizations: Building a Customer-Driven Health System (1st ed.). Jossey-Bass.
Kuwaiti, A., & Dayan, A. (2020). Factors influencing patient loyalty to outpatient medical services: an empirical analysis of the UAE’s government healthcare system. International Journal of Quality & Reliability Management, 39, 176–203. https://doi.org/10.1108/IJQRM-11-2020-0373
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; an application of
physician’s behavior as a moderator. International Journal of Environmental Research and Public Health, 16(18), 1–16. https://doi.org/10.3390/ijerph16183318
Marisya, R. O., Pasinringi, S. A., Indahwaty, A. A., Rivai, F., & Hamzah, H. A. (2024). The impact of service quality on patient loyalty mediated by patient satisfaction: A study at Beriman Hospital, Balikpapan City. Frontiers in Health Informatics, 13(3), 9940–9950. https://healthinformaticsjournal.com/index.php/IJMI/article/view/945
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Neva, K., & Frans Assa, A. (2025). The impact of service quality on loyalty through satisfaction as a mediating variable. Journal of Educational Management Research, 4(1), 348–362. https://doi.org/10.61987/jemr.v4i1.908
Oktavian, B., & Cokki. (2025). Hubungan kualitas layanan dengan kepuasan pasien rawat jalan di RSUD Ciawi. Jurnal Manajemen Bisnis Dan Kewirausahaan, 9(2), 280–294. https://doi.org/10.24912/jmbk.v9i2.33898
Olesen, K., & Bathula, H. (2022). A meta-analysis of the determinants of patient satisfaction and loyalty. Health Marketing Quarterly, 39(2), 191–210. https://doi.org/10.1080/07359683.2022.2050000
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33–44. https://doi.org/10.1177/00222429990634s105
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.2307/1251430
Pengurus Besar Ikatan Dokter Indonesia. (2012). KODEKI 2012. Majelis Kehormatan Etika Kedokteran Indonesia Ikatan Dokter Indonesia.
Rahma, D. A., & Prayoga, D. (2022). Faktor yang berpengaruh terhadap loyalitas pasien rawat inap di rumah sakit: Scoping review. Poltekita : Jurnal Ilmu Kesehatan, 16(3), 384–391. https://doi.org/10.33860/jik.v16i3.967
Rahmatia, S., Basri, M., Ismail, I., Adi, S., Nasrullah, N., & Ahmad, A. (2025). Service quality in hospital inpatient care: SERVQUAL model approach. Health SA Gesondheid, 30, 1–10. https://doi.org/10.4102/hsag.v30i0.3055
Rina, N. A., Wahyudi, F., & Margawati, A. (2017). Perbedaan tingkat kepuasan pasien BPJS terhadap mutu pelayanan kesehatan di praktek dokter mandiri dan klinik swasta (studi kasus Kecamatan Tembalang Semarang). Jurnal Kedokteran Diponegoro, 6(2), 930–939. https://doi.org/10.14710/dmj.v6i2.18603
Rostami, M., Ahmadian, L., Jahani, Y., & Niknafs, A. (2019). The effect of patient satisfaction with academic hospitals on their loyalty. International Journal of Health Planning and Management, 34(1), 726–735. https://doi.org/10.1002/hpm.2685
Sastroasmoro, S., & Ismael, S. (2011). Dasar-dasar Metodologi Penelitian Klinis (4th ed.). Sagung Seto.
Shie, A. J., Huang, Y. F., Li, G. Y., Lyu, W. Y., Yang, M., Dai, Y. Y., Su, Z. H., & Wu, Y. J. (2022). Exploring the relationship between hospital service quality, patient trust, and loyalty from a service encounter perspective in elderly with chronic diseases. Frontiers in Public Health, 10, 1–17. https://doi.org/10.3389/fpubh.2022.876266
Siagian, L. T., Efendy, I., & Tarigan, R. E. (2024). Analisis kepuasan pasien rawat jalan terhadap layanan badan penyelenggara jaminan sosial di rumah sakit umum Tere Margareth Medan tahun 2023. Jurnal Ners, 8(2), 1379–1386. https://doi.org/10.31004/jn.v8i2.26278
Sitzia, J., & Wood, N. (1997). Patient satisfaction: A review of issues and concepts. Soc. Sci. Med., 45(12), 1829–1843. https://doi.org/10.1016/S0277-9536(97)00128-7
Sofia, T. A. (2023). The effect of patient satisfaction on patient loyalty mediated by patient trust and hospital brand image at the Jakarta education dental and oral hospital. Journal of Social Research, 2(3), 765–780. https://doi.org/doi.org/10.55324/josr.v2i3.727
Ware, J. E., Snyder, M. K., Wright, W. R., & Davies, A. R. (1983). Defining and measuring patient satisfaction with medical care. Evaluation and Program Planning, 6, 247–263. https://doi.org/10.1016/0149-7189(83)90005-8
Wulaisfan, R., & Fauziah, Y. (2019). Pengaruh kualitas pelayanan terhadap loyalitas pasien dengan kepuasan pasien sebagai mediasi pasien rawat inap di RSU Dewi Sartika Kendari. Window of Health: Jurnal Kesehatan, 2(2), 97–105. https://doi.org/10.33096/woh.v2i2.577
Zhou, W.-J., Wan, Q.-Q., Liu, C.-Y., Feng, X.-L., & Shang, S.-M. (2017). Determinants of patient loyalty to healthcare providers: An integrative review. International Journal for Quality in Health Care, 29(4), 442–449. https://doi.org/10.1093/intqhc/mzx058