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All Journal Journal The Winners Gadjah Mada International Journal of Business Syntax Literate: Jurnal Ilmiah Indonesia JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Ultima Management : Jurnal Ilmu Manajemen EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Mantik Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Enrichment : Journal of Management Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Quantitative Economics and Management Studies International Journal of Science and Society (IJSOC) Indonesian Marketing Journal Media Bina Ilmiah Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal Penelitian Pendidikan Indonesia Blockchain Frontier Technology (BFRONT)
Tan, Pauline H. Pattyranie
Universitas Pelita Harapan
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Journal : Syntax Literate: Jurnal Ilmiah Indonesia

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The Relationship between Hospital Service Quality and Patient Trust is Mediated by Patient Satisfaction in Patient Loyalty at Hospital X Huga Sekar; Pauline H. Pattyranie Tan
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v9i7.16457

Abstract

This study aims to determine the relationship between hospital service quality and patient trust, mediated by patient satisfaction and patient loyalty at the Hospital X. The research method used is quantitative research. The population used in the research were general patients at the Hospital X using a sample size of 162 respondents. The data processing method in this research is structural equation modeling (SEM). The research results show that there are several important findings, such as the quality of hospital services influences patient trust and patient satisfaction, however the quality of hospital services does not influence patient loyalty. Patient trust influences patient satisfaction, patient satisfaction influences patient loyalty as well. Quality of service indirectly influences patient trust through patient satisfaction. Quality of hospital service indirectly influences patient satisfaction through loyalty. Patient trust influences patient satisfaction through patient loyalty. Quality of hospital service. Quality of hospital service influences patient trust through patient satisfaction in patient loyalty.
Pengaruh Kepuasan Pasien Terhadap Loyalitas Pasien Rawat Jalan di Klinik Medimom Jakarta Selatan Sakina Bhayang Rindi; Pauline H. Pattyranie Tan
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v9i10.16453

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh positif dari Kualitas Layanan, Kepercayaan Pasien, dan Persepsi Harga terhadap Loyalitas Pasien melalui Kepuasan Pasien di Klinik Medimom Jakarta Selatan. Model penelitian ini menggunakan kuesioner dengan lima variabel utama. Penelitian dilakukan dengan metode survei kuantitatif menggunakan pengambilan data secara cross-sectional. Data responden diperoleh melalui purposive sampling dari pasien Klinik Medimom Jakarta Selatan yang berusia 18 hingga 50 tahun dan telah melakukan kunjungan lebih dari dua kali dalam satu tahun terakhir. Sebanyak 265 responden memenuhi kriteria tersebut. Data kemudian dianalisis menggunakan metode Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian menunjukkan bahwa kualitas layanan memiliki pengaruh positif terhadap kepuasan pasien, kepercayaan pasien juga berpengaruh positif terhadap kepuasan, serta persepsi harga memberikan dampak positif terhadap kepuasan pasien. Namun, kepuasan pasien tidak menunjukkan pengaruh positif terhadap loyalitas pasien, sementara kualitas layanan dan persepsi harga berpengaruh positif terhadap loyalitas pasien.
Co-Authors Agung Rizky Andrew Chandra Antonio, Ferdi Chiquita Purnomo Dwi Nur Ramadhan Felix, Nicholas Huga Sekar Indah Lestari Tuhatelu Iren Ongko Irianti, Antania Hanjani Jacob, Michael Rusiviro Jennifer Chandra Jhonatan Leonard Kusuma KENI KENI Lidya Suryany Holiwono Maudy Mikha Maria Tambayong Mochamad Deya Najmuddin Moses Lorensius Parlinggoman Hutabarat Mujahidah, As Syifa Nasir, Floretta Viasasky Denny Nicholas Wilson Patricia Patricia, Patricia Pramintasari, Erina Pricillia Caroline Mantiri Qurotul Aini Rindasiwi, Della Tamara Sakina Bhayang Rindi Sari, Citra Eka Setiawan, Shirleena Thomas Green Tiona, Tharis Yosef Budiman