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Analysis of the Effect of Service Quality on Loyalty with Family Satisfaction as an Intervening Variable (A Case Study) Nursoffa, Idris; Yuliaty, Farida; Malik, Rahadian; Paramarta, Vip; Kosasih, Kosasih; Fitriana, Fitriana
Journal of Public Representative and Society Provision Vol. 5 No. 3 (2025): Journal of Public Representative and Society Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jprsp.v5i3.740

Abstract

At the Regional General Hospital, Drs. Jacobus Luna, M.Si, and Bengkayang examine patient loyalty, family satisfaction, and service quality. In order to increase patient family happiness, hospitals must now offer complete services and uphold patient trust by enhancing service quality. With a sample of 100 respondents who are patients at the Regional General Hospital under the care of Drs. Jacobus Luna and M. Si, Bengkayang, this study takes a quantitative method. Descriptive-verificative analysis along with path analysis was used to analyze the data. Although some issues were found that need to be addressed and improved, respondents rated service quality, patient family satisfaction, and loyalty as good to very good, according to the results of the descriptive analysis. The indirect effect's coefficient was higher than the direct effect's (85.1% > 80.4%), and the path coefficients between the variables were positive, according to the findings of the verifying study utilizing path analysis. This suggests that the relationship between service quality and loyalty can be mediated by the intervening variable of patient family satisfaction. Given that the t-value is higher than the t-critical (26.60 > 1.95), the statistical hypothesis test (t-test) demonstrated that the service quality variable has a positive and substantial impact on patient family satisfaction. Loyalty is positively and significantly impacted by the patient family satisfaction variable (t = 21.39 > 1.95). Additionally, loyalty is positively and significantly impacted by service quality (t = 20.05 > 1.95). Because the t-value is higher than the t-critical (3.81 > 1.95), service quality indirectly influences loyalty through patient family satisfaction.
Co-Authors A Halim Abdallah Al- Shreifeen, Iyad Abidin, Sunarti Adinugroho, Rifael Satrio Adiprimadana Sanjaya, Fanlia Agatha, Yusly Agus Triyanto Ahmad H Ahmad Hidayat Ahmad Nawawi Ahmad Toni, Ahmad Alexandre de Sousa Guterres Alifiya, Nesshi Amaliyah, Nurrohmatul Amirudin Amirudin Anathasia, Sophiana Enjellin Andrian, Hendri Anggraini, Sofia Anny Nurbasari anwar, teguh aditia Ari Munandar, Ari Aritonang, MGS. Armaini, Farisa Aryminanto, Andreas Asidiki, Muhamad Ilham Asnar, Etty Sofia Mariati Asrianto, Asrianto Atmoko, Heru Ayu Laili Rahmiyati Baehaqi Bambang Aw, Bambang agus Bambang Widarsono Beddu, Erniaty Cahyati, Myra Cesilia, Rosalina Dadih Supriadi, Dadih Dahlan, Salma Zaini Daniansah, Daniansah Daniel Happy Putra Dede Irving Maryanto Deden Indra Dinata, Deden Indra Dekrita Komarasakti Delaorent, Kevin Indra Dermawan, Diki Tri Bagus Dety Mulyanti Dewi Kania, Dewi Dewi Kurnia Dimas Ageng Prayogo Djalip, Indra Permanajaya Djogo, Ony Dongoran, Haddan Eddi Supriadi Effendi, Dahrul Effendi, Dahrul Eka Purwanda Eko Nugroho Aditiya Utama Putra El Vitra, Rina Eliza Techa Fattima, Eliza Techa Ellya Dewi Etty Sofia Mariati Asnar Euis Yanti Supartika Fadjar, Achmad Fahnizar, Andika Fajar Wahyudi, Fajar Fandani, Mona Farida Yuliati, Farida Farida Yuliaty Fetrimen, Fetrimen Firdaus, Oktri Muhammad Firnando, Hendri Fitriah Agustika Fitriana Fitriana Gusriani, Lefrina Hadiansyah, Hadiansyah Hadiwijaya, Muhamad Irchamsyah Hamid, Zamroni Hartini, Jeanny Kathleen Haryanti, Ruth Hasanudin Hasanudin Hera Novia Herlambang, Hendi Hidayatullah, Agus Hidayatulloh, Helmy Imas Siti Masitoh Immanuel Puji Hosanna Asianski Imron Rosadi Ina Ratnasari, Ina Indriani Indriani Irawan Sugoro Ismawanti, Resty Isnajati, Louisiani Mansoni Ita, Margaretha Iyon Suyana J, Dedi Jaya, I Gusti Nyoman Trianantha Judijanto, Loso Jumiatun Jumiatun, Jumiatun Kadarisman, Sumeidi Kardoko , Hadi Karlinah, Alin Kartamihardja , Sobarna Kartamihardja, Sobarna Kartamiharja, Sobarna Kawaitouw, Leberina Khaidarmansyah, Khaidarmansyah Kokom k Komara, Erwan Krestopri, Bendra Kumorowani, Riyan Putri Kunkun, Kunkun L. Meily Kurniawidjaja Lesmana, Pandu Linda Septarina, Linda Lismawati, Dita LULUK ASMAWATI M.A, Etty Sofia Maesari, Windi Magdalena, Yuli Santika Maindoka, Regina Tirza Malik, Rahadian Malik, Rahardian Mansyur, Masykur H. Mardhiani, Yanni Dhiani Marhami, Marhami Mariyam Chairunisa Marsenta, Giyatri Maula, Kholida Atiyatul Maulamin, Taufan Mayasari, Indriani Muhammad Iman Muhammad Syahrudin mulyani, sri rochani munggar, Puspa widyadari Mustoha, Mustoha Mutmainnah Mutmainnah Nesda, Ajeng Setia Nugroho, Taufan Nunung Nurhasanah Nunung Nuryani Nurdiansyah, Dian Hakip Nurhayati Nurhayati Nurkhairina, Nurkhairina Nurmala Nurmala Nurmartiani, Erika Nursoffa, Idris Nurulhuda, Elly Soraya Oktrissyanti, Syarah Pandu Lesmana Panggabean, Ronaldo Paramata, Vip Pebriansyah, Aditya Philips, Grace Angela Pradipta Utama, Andyan Pradita, Verolla Ayu Prasetia, Ageng Prasetianto, Wisnu Pratama, Byan Muslim Pratama, Byan Muslim Pratama, Yudhistira Anugerah Prayogo, Dimas Ageng Primasa, Yustika Dian Purnamasari, Ari Tri Putrawan, Munawir R. Rina Novianty Ariawaty Rachmi Anasthasia Seriulna Rahadian Malik Rahman, Elan Zaelani Rahmasari, Herisa Ramadayanti, Wiwi Rianawati, Yuli Riawati, Neneng Ricky Agusiady Ridwan, Ridwan Rifa'i, Susan Irawan Ripka Margaretha Ponggele Rismita, Rismita Rosiyana, Rosiyana Rosyidah, Neneng Aida Royhatudin, Aat Rulia, Rulia Rum, Ira Adiyati S, Maman Sahana, Syahpikal Sahli, Indra Taufik Santi Santi Saputri, Olivia Satriyo Dwi Atmoko Sawitri, Ken Sawitri Sedarmayanti, Sedarmayanti Selpiyana, Selpiyana Setiawan, Hayun Setiawati, Widya Setya Oktariana Siagian, Farida Chrisfina Sidqi, Abdul Gani Siregar, Sadrak Sitepu, Michi Siti Asiah Siti Balkis Siti Munawaroh Siti Nuraeni, Siti Siti Nurbaeti, Siti Sobarna Kartamiharja Sofia, Etty Sri Widyastuti Stefani, Shiela Subeno, Fransiska Carmelia Sudrajat, Ceffy Rachmat Sugianto, Yogi Suhaemi, Ujang Suharsono, Teguh Nurhadi Suhendar Suhendar, Suhendar Sujana, Nanan Sumeidi Kadarisman Sundamanik, Siti Jamilah Syahidin, Rukhiyat Syihabudin, Tubagus Tambunan, Irisanna Taufik Zulfikar thaib, Muprihan Triana, Ida Ayu Trisnahada, Trisnahada Trisnawati, Nana Utari, Ida Ayu Laksmi Arnita Utojo, Widjajanti Utoyo, Widjajanti Vip Paramarta Wartini Wartini, Wartini Widjayanto, Bambang Agus Widjayanto, Bambang Agus Wirabarata,  I gede Made Wirawan, Chevie Witarsa, Doni Romdhoni Yualiaty, Farida Yudha, Firman Mighty Yuli Sugiarti, Diyah Yulianty, Farida Yulius, L. Arif Firiandri Yuliyaty, Farida Yuyun Yuniarsih Zaelani Rahman, Elan Zaenal Aripin Zaitur Rahem, Zaitur Zakaria Kuswara Zulfa Fitri Ikatrinasari