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All Journal Jurnal Mahasiswa Ilmu Kesehatan
R. Handi Bramanto
Universitas Sangga Buana YPKP Bandung
Health Professions Nursing Public Health

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Pengaruh Waktu Tunggu, Kualitas Pelayanan, dan Kenyamanan Fasilitas Terhadap Loyalitas Pasien Melalui Kepuasan Pasien di Poli Gigi RS Al Irsyad Surabaya R. Handi Bramanto; Vip Paramarta; Ayu Laili Rahmiyati; Farida Yuliaty; Kosasih
Jurnal Mahasiswa Ilmu Kesehatan Vol. 4 No. 3 (2026): Jurnal Mahasiswa Ilmu Kesehatan
Publisher : STIKes Ibnu Sina Ajibarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59841/jumkes.v4i3.4114

Abstract

Patient loyalty is an important indicator of the success of hospital services, which is influenced by patient satisfaction. Patient satisfaction is shaped by various factors, including service waiting time, service quality, and the comfort of the facilities used during health services. This study aims to analyze the effects of service waiting time, service quality, and facility comfort on patient loyalty, with patient satisfaction as a mediating variable, at the Dental Polyclinic of Al Irsyad Hospital Surabaya. The study used a quantitative approach, employing survey methods and total sampling with 90 patients. Data were collected through questionnaires that had passed validity and reliability tests, and were then analyzed using path analysis. The results of the study showed that service waiting time, service quality, and facility comfort contributed to patient satisfaction, which in turn increased patient loyalty. These findings show that patient satisfaction plays an important role as a mediating variable in the relationship between the quality of service patients receive and their loyalty. Therefore, improving service quality, reducing waiting times, and providing comfortable facilities need to be priorities for hospitals to increase satisfaction and maintain patient loyalty.
Co-Authors Ayu Laili Rahmiyati Farida Yuliaty Kosasih Vip Paramarta