Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Loyalitas Pasien dengan Kepuasan Pasien sebagai Variabel Intervening di Unit Radiologi Rumah Sakit Pusat Pertamina Jakarta Selatan

Joice D Laurence; Wibowo Wibowo; Norman Zainal

doi:10.55606/optimal.v6i1.9308

Authors

Joice D Laurence Universitas Prof. Dr. Moestopo
Wibowo Wibowo Universitas Prof. Dr. Moestopo
Norman Zainal Universitas Prof. Dr. Moestopo

DOI:

https://doi.org/10.55606/optimal.v6i1.9308

Keywords:

Patient Loyalty, Patient Satisfaction, Service Quality, Trust, Unit Radiology

Abstract

This study aims to look at the direct influence of service quality, trust, and patient satisfaction on patient loyalty and the indirect influence of service quality and trust mediated by patient satisfaction at the Radiology Unit of Pertamina Central Hospital South Jakarta. This is motivated by the decrease in patients in the Radiology installation unit of Pertamina Central Hospital South Jakarta, the Radiology Installation of Pertamina Central Hospital has not met the quality of hospital services, and the waiting time for patients is too long in the Radiology Installation Unit of Pertamina Central Hospital. The target population in this study is 760 patients at the Radiology Unit of Pertamina Central Hospital, South Jakarta. The sample in this study using the Yamane formula was obtained from 89 people. In the data collection process, a data collection technique was used using a questionnaire given to 89 respondents. This study uses a linear regression analyzer using SPSS software. The results of the study show that Service Quality has a significant effect on Patient Loyalty. Trust has a significant effect on Patient Loyalty, Patient Satisfaction has a significant effect on Patient Loyalty, Service Quality has a significant effect on Patient Satisfaction, Trust has a significant effect on Patient Satisfaction, Patient Satisfaction can mediate the effect of service quality on patient loyalty and Patient Satisfaction can mediate the effect of trust on patient loyalty

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