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All Journal Interdisciplinary Social Studies Enrichment: Journal of Multidisciplinary Research and Development
Andreano, Pillipus Resar
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Humanities Economics, Econometrics & Finance Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Public Health Social Sciences

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Determining the Dominant Variable in Budgeting on Performance Effectiveness / PT (Persero) Indra Karya All Branches in Indonesia Andreano, Pillipus Resar
Enrichment: Journal of Multidisciplinary Research and Development Vol. 1 No. 9 (2023): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v1i9.80

Abstract

The purpose of this study was to investigate the effect of service quality and patient trust on patient loyalty mediated by patient satisfaction in patients who hospitalized at “CDE” Hospital, Bogor, West Java. A Google Forms online survey on inpatients at "CDE" Hospital, Bogor, West Java was used to collect the data of this study. Data analysis was performed using the Partial Least Square Structural Equation Modeling (PLS-SEM) method to measure the relationship between variables with the help of Smart PLS 3.0 software. The results of the study prove that service quality has not a positive and significant effect on patient loyalty. Other results prove that patient trust has a positive and significant effect on patient loyality, service quality has a positive and significant effect on patient satisfaction, patient trust has a positive and significant effect on patient satisfaction, patient satisfaction has a positive and significant effect on patient loyality, service quality has a positive and significant effect on patient loyality mediated by patient satisfaction, and patient trust has a positive and significant effect on patient loyality mediated by patient satisfaction.
Service Quality and Patient Trust on Patient Loyalty Mediated by Patient Satisfaction on Inpatients Andreano, Pillipus Resar; Pardede, Ratlan
Interdisciplinary Social Studies Vol. 2 No. 12 (2023): Special Issue
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v2i12.595

Abstract

Background: The competition in the health industry is currently very fierce, coupled with the emergence of Private Hospitals equipped with complete facilities. This makes hospitals must realize the need to provide quality health services to their customers. Aim: The purpose of this study was to investigate the effect of service quality and patient trust on patient loyalty mediated by patient satisfaction in patients who hospitalized at “CDE” Hospital, Bogor, West Java. Method: A Google Forms online survey on inpatients at "CDE" Hospital, Bogor, West Java was used to collect the data of this study. Data analysis was performed using the Partial Least Square Structural Equation Modeling (PLS-SEM) method to measure the relationship between variables with the help of Smart PLS 3.0 software. Findings: The results of the study prove that service quality has not a positive and significant effect on patient loyalty. Other results prove that patient trust has a positive and significant effect on patient loyality, service quality has a positive and significant effect on patient satisfaction, patient trust has a positive and significant effect on patient satisfaction, patient satisfaction has a positive and significant effect on patient loyality, service quality has a positive and significant effect on patient loyality mediated by patient satisfaction, and patient trust has a positive and significant effect on patient loyality mediated by patient satisfaction.
Co-Authors Ratlan Pardede