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All Journal Pendas : Jurnah Ilmiah Pendidikan Dasar Jurnal Review Pendidikan dan Pengajaran (JRPP) Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Jurnal Manajemen Stratejik dan Simulasi Bisnis Jurnal Kajian Ilmu Manajamen Jurnal Sistem Informasi dan Manajemen Jurnal Cendekia Ilmiah
Triana Setiyarini, Triana
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Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Minat Berkunjung Kembali Melalui Kepuasan Pasien Rumah Sakit Lukas Sulaiha, R.A Annisa Putri; Setiyarini, Triana
Jurnal Kajian Ilmu Manajemen (JKIM) Vol 5, No 4 (2025): Desember 2025
Publisher : Management Department of Economics and Business Of Trunojoyo Madura University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/jkim.v5i4.29269

Abstract

The rise in the socioeconomic status of society has increased awareness and demand for quality healthcare services. Consequently, the healthcare service industry, particularly hospitals, must meet these needs by improving their facilities and service quality. Lukas General Hospital (RSU Lukas) faces several challenges, especially in outpatient services, such as patient dissatisfaction with certain services, lack of facilities, and competition with other hospitals offering similar services. These challenges may ultimately affect patient loyalty and their intention to revisit RSU Lukas Bangkalan. This study aims to analyze the influence of service quality and facilities on patients' intention to revisit, with patient satisfaction serving as a mediating variable at Lukas Hospital, Bangkalan. Data were collected through surveys and questionnaires distributed to 140 patients and hospital visitors and analyzed using Partial least square (PLS), including tests for outer and inner model coefficients and hypothesis testing. The results indicate that service quality and facilities significantly influence patient satisfaction, which subsequently affects patients' intention to revisit. Patient satisfaction was found to mediate this relationship, showing that the more satisfied patients are with the services and facilities provided, the greater their likelihood of revisiting the hospital. This study concludes that improving service quality and hospital facilities is a critical factor in enhancing patient satisfaction and loyalty. Future studies are recommended to explore additional factors, such as cost and accessibility.
Co-Authors Agustina, Sintiya Tsalisa Arifin, Muhammad Chairil Dwi Munisa, Miftakhul Salsabilla Evaliati Amaniyah Falahah, Nurul ghufron, iqbal Haliza, Nur Ilmiawan, Muhammad Fahmi Irvara Wulandari, Shela KHUSNUL HOTIMAH Muhammad Maksum Nursalim, M Fahri Nurul Arofah, Tria Purnama, Muhammad Rouf Rahman, Slamet Adi Rochmah, Elysa Puji Nur Safitri, Dina Sulaiha, R.A Annisa Putri Supriyanto, Rendy Wahyudi, Muhammad Zaki Wilda Al aluf Yustina Chrismardani, Yustina Yusuf, Aditya Maulana