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Nur Sayidah
Universitas Dr. Soetomo
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Journal : International Journal Multidisciplinary

 1 
THE EFFECT OF SERVICE QUALITY, PATIENT RELATIONSHIP MANAGEMENT AND SERVICE FAIRNESS ON LOYALTY THROUGH PATIENT SATISFACTION OF TYPE B HOSPITALS IN DKI JAKARTA Rudianto, Setiawan Eko; Sayidah, Nur; Riyadi, Slamet; Marwiyah, Siti; Sukesi; Assagaf, Aminullah; Tampubolon, Liosten R. R. Ully; Albab, Eric Ulul
International Journal Multidisciplinary (IJMI) Vol. 3 No. 1 (2026): International Journal Multidisciplinary (IJMI)
Publisher : Antis-Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61796/ijmi.v3i1.394

Abstract

Objective: This study aims to (1) examine the influence of service quality, patient relationship management, and service fairness on patient satisfaction and loyalty, and (2) test whether patient satisfaction mediates the influence of service quality, patient relationship management, and service fairness on patient loyalty. Method: A quantitative approach was employed with a survey conducted on 320 respondents, consisting of inpatients in several hospitals in DKI Jakarta, and the data were analyzed using linear regression analysis and mediation tests. Result: The findings of this study are: (1) the quality of service has no effect on patient satisfaction and loyalty; (2) patient relationship management has no effect on patient satisfaction but has a positive effect on patient loyalty; (3) service fairness has a positive effect on patient satisfaction and loyalty; (4) patient satisfaction has no effect on patient loyalty; (5) patient satisfaction is not an intervening variable between service quality and patient relationship management to patient loyalty; and (6) patient satisfaction is an intervening variable between service fairness and patient loyalty. Novelty: The results show that service justice has a great influence on both patient satisfaction and loyalty, proving that the variable of service justice in which there are indicators of retributive justice is a proven novelty, highlighting the importance of leaders in formulating policies related to fairness in service and ensuring the implementation of fair services by all hospital employees to increase satisfaction and ultimately foster patient loyalty.
Co-Authors Adhitya Ananda, Nova Adi, Sri Utami Ahmad Taufiq Albab, Eric Ulul Alvy Mulyaning Tyas Alvy Mulyaningtyas Aminullah Aminullah Aminullah Aminullah, Aminullah Aminullah Assagaf Aminullah Assagaf Aminullah Assagaf Andriani, Vivin Anjangsari Khaida Asaro Arida Azka Nurina Ichwan Aries Widya Gunawan Awan Indrawan Brilliant Handyman Manalu Budianto, Suhartawan Candra Ginting Caswito, Ade Dewi Mumpuni Alfi Hidayati Dhiny Nur Halifah Elpi Nainggolan Elvie Maria Fitriyani, Ika Gibson Manalu Handayani, Alberta Esti Haryadi, Wahyu Hendro Wardhono Ida Keriahenta Silalahi Iswandono, Joko Jajuk Suprijati Jhosua Soputra Kusmiwati Kusmiwati Kusumawati, Arum Pratiwi Listyaningsih Listyaningsih Listyawati, Liling Liwang, Arianto Mandasari, Suryanti Moch Sabdan Adji Syahputra Muharrom, Muharrom Mulyaningtyas, Alvy Naimah, Zulfatun Nelvika Darlia Nur Hayati Nuril Huda Nurul Qomariah Nuurjannah, Dewi Permana, Deni Surya Priyanto Priyanto Priyanto Puspitasari, Rima Dwi Puspitasari, Rima Dwi Putranto, Septian Dwi Rahmadanti Rahmadanti Riza Wahyu Utami Rosi , Fathur Rudianto, Setiawan Eko Sahri Sahri Sampouw, Yulius Sari, Puput Maya Satriyanto, Muhammad Dwi Setiana, Nurul Leny Shanty Ratna Damayanti Sirfefa, Arifin Siti Marwiyah Siti Marwiyah Slamet Riyadi Soares, Yohanes Soetjipto, Ken Sabardiman SRI HANDINI Sri Lestari, Damajanti SRI UTAMI ADY Sucipto Sucipto Sucipto Sukesi . Supana, Supana Supratikto Supratikto Suprijati, Jajuk Supriyanto Supriyanto Suratman, Sunarto Suyanto Suyanto Syaifu Umar Achmadi Tampubolon, Liosten R. R. Ully Tampubolon, Liosten Rianna Roosida Ully Titin Irawati Tyas, Alvy Mulyaning Usman Jayadi Utami Adi, Sri Wahyu Fajar Setiawan Wibiksono, Tomy Winedar, Mustika Wulan, Dinda Ajeng Setya Yuliansyah Yuliansyah Zuraidah, Safrin