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Journal : Public Health of Indonesia

The Influence of Human Resource Interactions on Loyalty with Patient Satisfaction as an Intervening Variable in Hospital X Surabaya Minarni Wartiningsih
Public Health of Indonesia Vol. 10 No. 1 (2024): January - March
Publisher : YCAB Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36685/phi.v10i1.737

Abstract

Background: In the hospital industry, human resources are the drivers of the organization to achieve goals. The interaction of hospital human resources with patients is one of the essential aspects of service to increase patient satisfaction and loyalty. Objective: This study aimed to determine the effect of hospital human resource interactions on loyalty through patient satisfaction as an intervening variable. Methods: This type of research is quantitative analytic with a cross sectional design. The sampling technique was 339 respondents using random sampling technique. The data obtained will be analyzed using SmartPLS software (v3.2.9). Result: Interaction has a significant effect on patient loyalty directly (β=0.161 and p-value=0.015). Interaction also affects patient loyalty through intervening patient satisfaction variables (β=0.094 and p-value = 0.049). Conclusion: This study concludes that interaction has more effect on patient loyalty directly than through the intervening variable of patient satisfaction.
Co-Authors Abigail Elsha Tiara Susanto Adam Hilman Wibisono Ade Lia Ramadani Adellita Ilmas Bintang Mohamad Adhitya Ginting Agung, Purwakaning Purnomo Al Fahira, Syalwa Khana Aldy Dion Alvionita Muntholib Alvionita Muntholib Ananda Nabilla Setyani Angeline, Priscilla Annisa Nurida Antonius Yansen Suryadarma Aren Lestyani Aria Ganna Henryanto Ariesta Andriani, Nathania Disa Aristya, Tania Atmadjaja, Agnes Bambang Wirjatmadi Bella Ayu Adinda Billy Daniel Mesaakh Billy Daniel Messakh Bimo Rafi Prayogo Bimo Sasono Casey Clarissa Gondo Cempaka Harsa Sekarputri Charles Siahaan Charles Siahaan Chindy Claudya Angriyanto Chindy Claudya Angriyanto David Sukardi Kodrat Dewi Mayasari Dewi, Dewa Ayu Liona Dominikus Raditya Atmaka Donny Arintha Putra Gabriella Erfince Wanimboe Eric Dino Tandoyo Etha Rambung Evelyn Danielle Wijaya Evelyn Danielle Wijaya Fanny Tanzilia, May Fasyicha Lisana Nur Ilmiyah Febri Endra Budi Setyawan Ferdinandus, Pieter David Adriaan Firda Aulia Wiraputri Glenn Gilang Manyering Gonaldy, Vincent Aurelius Gusto Benyamin Messakh Hanna Tabita Hasianna Silitonga Harum Nida'ul Husna Hasianna Silitonga, Hanna Tabita Hebert Adrianto Himawan, Asavita Rhena Hudi Winarso Imelda Ritunga Indira Xena Salvita Isnaini Isnaini Ivana Velda Jasin, Jessica Lingga Jemima Lewi Santoso Jonathan Loody Lukas Kaka, Wilhelmus Alvin Karimah, Azimatul Kevin Cerwyn Dedwydd Lidya Handayani Lilik Djuari Lisa Rahmawati Lukman Handoko Maelo, Clara Angraini Mahulette, Aisyah Nurulhisa Marilyn Firmantho Maya Syahria Saleh Mellyanawati Mellyanawati Muhammad Amin Rais Nadia Refina Tiurlan Barasa Nanik Setijowati Natalia Yuwono Nathania Disa Ariesta Andriani Ni Djoman Juliasih Ni Njoman Juliasih Noviani, Doris Pardosi, Delima Silvani Paskadita, Nafiri Eldya Prajitno, Subur Prameswari, Gita Prayitno, Subur Prayogo, Michelle Christina Putri Maharani Salsa Bilatussalama Putu Gede Julian Yuan Pratama Putu Gede Julian Yuan Pratama Rachmawati, Fathin Aulia Rifka Irhamna Rifka Irhamna Risa Mauludia Rosida Dewi, Melinda Alfiani Santosa, Yoga Prana Putra Santoso, Gianina Angelia Shalzabila, Tiara Cahya Novia Silitonga, Hanna Sincihu, Yudhiakuari Siusanto Hadi Soesanto, Danoe Soetedja, Venny Sofyan Kurniawan, Widya Arif Soplantila, Chelsy Gravia Stefani Nurhadi Sugiyatmi, Tri Astuti Tail, Melthina Angelia Tanzilia, May Fanny Tatas H.P. Brotosudarmo Thomy Aljabbari Zaman Timothy Tobias Ully, Sulidah Valeria Rosalind Angkawidjaja Victor Setiawan Tandean Viena, Windi Clara Vincent Aurelius Gonaldy Wanimbo, Erfince Wardani, Karmila Ayu Widiya Hari Kurnia Wienta Diarsvitri Wijaya, Evelyn Danielle Wilmida, Anggun Diah Xela Adilla Pramesthi Xela Adilla Pramesthi Yuman Arya Nasrullah Zhakia, Jelita Zhufatul