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Muchammad Agung Miftahuddin
Universitas Muhammadiyah Purwokerto
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Patient Satisfaction is a Mediator of the Relationship between Human Resource Interaction, Service Quality, Trust, and Patient Loyalty Panji Aryandaru; Herni Justiana Astuti; Bima Cinintya Pratama; Muchammad Agung Miftahuddin
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 1 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i1.8802

Abstract

This study aims to analyze the influence of human resource interaction, service quality, and trust on patient loyalty mediated by patient satisfaction at PKU Muhammadiyah Gombong General Hospital, PKU Muhammadiyah Amanah Sumpiuh General Hospital, and PKU Muhammadiyah Aghisna Kroya General Hospital. This study used a quantitative method with a survey approach, involving 200 patient respondents consisting of 100 patient respondents from PKU Muhammadiyah Gombong General Hospital, 50 patient respondents from PKU Muhammadiyah Amanah Sumpiuh General Hospital, and 50 patient respondents from PKU Muhammadiyah Aghisna Kroya General Hospital, reflecting institutional patient volume differences. Although the overall sample size is adequate for PLS-SEM, the disproportionate allocation across hospitals and the absence of explicit controls for institutional characteristics (such as hospital size, service scope, and patient demographics) may limit the comparability of hospital specific effects and constrain the generalizability of the findings to each organizational context. Respondents filled out a questionnaire related to their perceptions of human resource interaction, service quality, trust, satisfaction, and loyalty. Data were analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique with the help of Smart PLS software. The results showed that human resource interaction had no effect on satisfaction. Human resource interaction and service quality also had no effect on loyalty. Service quality and trust had a positive and significant effect on satisfaction. Trust and satisfaction had a positive and significant effect on loyalty. Patient satisfaction could mediate service quality and trust on loyalty. However, it did not for human resource interaction on loyalty.
THE INFLUENCE OF SELF-IMAGE CONGRUENCE, HEDONIC MOTIVATION, AND BRAND EXPERIENCE ON PURCHASE INTENTION WITH BRAND ATTACHMENT AS A MEDIATING VARIABLE (STUDY ON THE INTEREST IN BYD SEAL ELECTRIC CARS IN PURWOKERTO) Ihtiar Febrian Putra Nur Akhiddianto; Herni Justiana Astuti; Muchammad Agung Miftahuddin; Fatmah Bagis
International Journal Management and Economic Vol. 4 No. 2 (2025): May: International Journal Management and Economic
Publisher : Asosiasi Dosen Muda Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56127/ijme.v4i2.2180

Abstract

The problem of carbon emissions from the transportation sector continues to increase globally and nationally, driving a shift in trends towards the use of more environmentally friendly electric vehicles. However, the adoption of electric cars in Indonesia still faces various challenges, including the dominance of fossil-fueled vehicles and low consumer emotional attachment to new brands. This study aims to analyze the influence of self-image congruence, hedonic motivation, and brand experience on purchase intention with brand attachment as an intervening variable, in the context of potential consumers of the BYD SEAL brand electric vehicle in the Purwokerto area. This study uses a quantitative approach with a survey method, where data were collected from 160 purposively selected respondents. The analysis technique used is Structural Equation Modeling based on Partial Least Squares (SEM-PLS). The results show that self-image congruence and brand experience have a significant positive effect on brand attachment, while hedonic motivation has no significant effect. Furthermore, purchase intention is significantly influenced by hedonic motivation and brand attachment, but not directly by self-image congruence or brand experience. Brand attachment has been shown to mediate the relationship between self-image congruence and brand experience on purchase intention, but not the relationship between hedonic motivation and purchase intention. This finding supports the Stimulus–Organism–Response (SOR) theoretical framework and emphasizes the importance of emotional attachment to the brand in shaping consumers' purchase intention for electric vehicles.
Co-Authors Alfalisyado Alfalisyado Alfalisyado Alfalisyado Amanda Safitri Ambar Pujiyatno Arfa Maulana Kusumawijaya Arif Johar Taufiq Aris Slamet Widodo Asep Rahmat Taryadi Bima Cinintya Pratama Didin Ahidin Edi Joko Setiyadi Elis Setiawati Ellen Maylina Endah Yuningsih Fatmah Bagis Herni Justiana Astuti Ihtiar Febrian Putra Nur Akhiddianto Lela Sulastri Mudrikah Zaen Nadela Saktiana Nina Karlina Panji Aryandaru Putri Ayu Fiddiyana Solehah Nurfadilah Totok Haryanto Trio Nur Wibowo Ugung Dwi Ario Wibowo Ugung Dwi Aryo Wibowo Winny Setyonugroho Yahya Adi Rahman Zahrah Zakiyyah Mukaromah