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All Journal Jurnal Reviu Akuntansi dan Keuangan Akuntansi Krida Wacana Binus Business Review Liquidity: Jurnal Riset Akuntansi dan Manajemen Jurnal ASET (Akuntansi Riset) PENDIPA Journal of Science Education JRB-Jurnal Riset Bisnis Jurnal ULTIMA Accounting EKUITAS (Jurnal Ekonomi dan Keuangan) JIA (Jurnal Ilmiah Akuntansi) JPGI (Jurnal Penelitian Guru Indonesia) SULUH: Jurnal Abdimas BERDAYA: Jurnal Pendidikan dan Pengabdian Kepada Masyarakat Al-Mal:Jurnal Akuntansi dan Keuangan Islam International Journal of Science and Society (IJSOC) RELEVAN : Jurnal Riset Akuntansi Innovation Business Management and Accounting Journal Sciences of Pharmacy JRAP (Jurnal Riset Akuntansi dan Perpajakan) Jurnal Fairness Jurnal Ilmiah Akuntansi Pancasila (JIAP) Jurnal Penelitian Akuntansi Jurnal Akuntansi Indonesian Journal of Auditing and Accounting
Rafrini Amyulianthy
Fakultas Ekonomi Dan Bisnis Universitas Pancasila
Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Public Health Social Sciences Other

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Journal : PENDIPA Journal of Science Education

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Kualitas Pelayanan, Ketersediaan PENGARUH KUALITAS PELAYANAN, KETERSEDIAAN OBAT, DAN FASILITAS TERHADAP KEPUASAN YANG BERDAMPAK PADA LOYALITAS PASIEN DI INSTALASI FARMASI RAWAT JALAN RUMAH SAKIT X KOTA BEKASI : PENGARUH KUALITAS PELAYANAN, KETERSEDIAAN OBAT, DAN FASILITAS TERHADAP KEPUASAN YANG BERDAMPAK PADA LOYALITAS PASIEN DI INSTALASI FARMASI RAWAT JALAN RUMAH SAKIT X KOTA BEKASI Herawati, Ratna Hidayah; Yantih, Novi; Amyulianthy, Rafrini
PendIPA Journal of Science Education Vol 9 No 3 (2025): October
Publisher : UNIB Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/pendipa.9.3.682-687

Abstract

This study aimed to analyze the influence of service quality, drug availability, and facilities on patient satisfaction and its impact on patient loyalty at the Outpatient Pharmacy Installation of Hospital X in Bekasi City. As a healthcare provider, Hospital X faces intense competition with other hospitals, which requires continuous improvement in service quality to retain patients. The research employed a quantitative approach using a questionnaire survey to collect primary data. The data were analyzed using Structural Equation Modelling (SEM) with SmartPLS, including respondent characteristics, frequency, percentage, total score, and variable mean analysis. The results reveal that service quality significantly affects patient satisfaction (t = 5.343; p = 0.000; f² = 0.057), drug availability significantly influences patient satisfaction (t = 2.259; p = 0.046; f² = 0.250), and facilities also have a significant effect (t = 2.096; p = 0.023; f² = 0.604). Furthermore, service quality, drug availability, and facilities significantly affect patient loyalty (t > 2; p < 0.05). Mediation analysis shows that patient satisfaction significantly mediates the relationship between service quality, drug availability, and facilities with patient loyalty. Overall, the study concludes that service quality, drug availability, and facilities positively and significantly influence both patient satisfaction and patient loyalty.
Co-Authors Agus Suparman Ana Sopanah, Ana Andi Sayyidatun Ufairah Anto Anisa May Ari Pratiwi Asriyal Asriyal Athania Mahardiyanti Azizah, Widyaningsih Basis G. Andamari Disya Badzlina Dyah Setyaningrum Elsa K.Ritonga Farhan Aldi Siregar Fujianti, Lailah Harnovinsah Harnovinsah Herawati, Ratna Hidayah Indah Masri Intan Paulina Lubis Iqbal Tejokusumo Jamaliah Said Khair, Jessica Khalida Utami LAILAH FUJIANTI Lubis, Intan Paulina Lysandra, Shanti Lysandra, Shanti Lysandra, Shanti Mira Munira Munira, Mira Nadia Tri Silvi Nelyumna Rizal Novi Yantih Nuraini Sari Nuraini Sari, Nuraini Nurul Yunita Oktrivina, Amelia Prasetyo, Yudha Rahmatika, Lora Reskino, - Ruhaini Muda S, Basis Gumilarsih Saragi, Sahat Sembiring, Grace Faskarina Shanti Lysandra Shanti Lysandra Shinta Budi Theresya Indah Rahmat TRI ASTUTI Tryas Chas Biandani Widyaningsih Azizah Yetty Murni Yuana Mandagie Yudha Prasetyo