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All Journal Bulletin of Scientific Contribution : Geology bionature Journal of Business Management Education (JBME) Ikonomika : Jurnal Ekonomi dan Bisnis Islam HIGEIA (Journal of Public Health Research and Development) Jurnal Ilmiah Peuradeun JPPUMA: Jurnal Ilmu Pemerintahan dan Sosial Politik Universitas Medan Area JURNAL ILMIAH GEOMATIKA MAJALAH ILMIAH GLOBE JCES (Journal of Character Education Society) Assimilation: Indonesian Journal of Biology Education Ensiklopedia of Journal YUME : Journal of Management BILANCIA Health and Medical Journal Veterinary Biomedical and Clinical Journal Valid Jurnal Ilmiah JASF (Journal of Accounting and Strategic Finance) POINT Jurnal Ners JIIP (Jurnal Ilmiah Ilmu Pendidikan) Jurnal Pendidikan Kewarganegaraan SANGAJI: Jurnal Pemikiran Syariah dan Hukum Jurnal Kesehatan Tambusai Jurnal Akuntansi dan Keuangan Journal of Health Research Science Journal Of Human And Education (JAHE) Jurnal Sains dan Teknologi JURNAL SIPISSANGNGI: Jurnal Pengabdian Kepada Masyarakat Jurnal Pengabdian Pada Masyarakat J-ENSITEC (Journal of Engineering and Sustainable Technology) Journal of Engineering Science and Technology Management Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi Journal of Principles Management and Bussines Journal of Management and Innovation Entrepreneurship (JMIE) Jurnal Penelitian Pendidikan Indonesia Management Studies and Business Journal Jurnal Kualitas Pendidikan An-Nisbah: Jurnal Ekonomi Syariah Journal of Nonformal Education Al-Intaj : Jurnal Ekonomi dan Perbankan Syariah Jurnal Abdimas Kesehatan Jurnal Akademika Baiturrahim Jambi Prosiding Seminar Kesehatan Nasional Pinisi Journal Pendidikan Guru Sekolah Dasar Jurnal Kajian Ekonomi dan Perbankan Syariah Jurnal Spektrum Kesehatan
Nurfitriani Nurfitriani, Nurfitriani
Program Studi Ilmu Pemerintahan Fakultas Ilmu Sosial dan Ilmu Politik Universitas Muhammadiyah Makassar
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Journal : Journal of Engineering Science and Technology Management

 1 
The Influence of Service Quality on Patient Loyalty Through Patient Satisfaction at Beriman Hospital, Balikpapan City Nurfitriani, Nurfitriani
Journal of Engineering Science and Technology Management (JES-TM) Vol. 4 No. 2 (2024): September 2024
Publisher : Journal of Engineering Science and Technology Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jestm.v4i2.221

Abstract

Customer loyalty is a key factor in a company’s success and profitability, driven by satisfaction and trust. Service quality is essential in achieving patient satisfaction, which in turn fosters loyalty. This study examines the effect of service quality on patient loyalty through satisfaction at Faith Hospital in Balikpapan City. Using a quantitative cross-sectional design, the research involved 378 outpatient respondents. The findings reveal a direct positive effect of service quality on patient satisfaction, indicating that improved service enhances satisfaction. Similarly, service quality directly influences patient loyalty, meaning better services encourage repeat visits. Patient satisfaction also directly impacts loyalty, showing that higher satisfaction strengthens loyalty. Additionally, an indirect effect exists, where service quality boosts loyalty by increasing satisfaction. The study recommends that hospital management maintain and enhance service quality to improve patient satisfaction and loyalty. Specific improvements include optimizing waiting room comfort, maintaining cleanliness, expanding parking areas, and reducing service wait times. Creating a positive first impression during visits is also crucial for long-term patient commitment. These measures can strengthen loyalty, ensuring patients continue choosing the hospital for future healthcare needs. By prioritizing service quality and patient satisfaction, Faith Hospital can foster lasting loyalty, supporting its long-term success and profitability.
The Effect of Service Quality Toward Patient Loyalty in Special Hospital of South Sulawesi Nurfitriani, Nurfitriani
Journal of Engineering Science and Technology Management (JES-TM) Vol. 4 No. 1 (2024): Maret 2024
Publisher : Journal of Engineering Science and Technology Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jestm.v4i1.223

Abstract

The obligation of hospitals to continuously improve and ensure service quality is regulated in Article 40 of Law No. 44 of 2009 concerning hospitals. High-quality services create emotional bonds with patients, resulting in positive experiences and increased loyalty. Therefore, service quality is essential to achieving patient satisfaction, which fosters loyalty. This study aims to determine the influence of service quality on patient loyalty at the Special Hospital of South Sulawesi Province. This quantitative research used a cross-sectional design. The sample consisted of 147 returning patients who received services at the outpatient installation of Dadi Regional Special Hospital (RSKD). The results showed that service quality significantly affects patient satisfaction. Furthermore, service quality has a significant impact on patient loyalty. These findings highlight the importance for hospitals to remain committed to improving service quality as a strategic effort to increase patient satisfaction and loyalty. Enhancing satisfaction will, in turn, support hospital strategies and the achievement of organizational goals.
Co-Authors Abdul jalil Abdurrahman Mansyur Achmad, Widya Karmila Sari Ade Lestari Adiman, Raja Multi Konvokesen ADINDA PRATIWI, PUTRI Ahmad Taufik Aisya, Sitti Akhmad Al Aidhi Al Fajri, Jufri ALQORNI, NISA Amellia, Ade Yuli Andi Niartiningsih Anggraini, Novia Dwi Arifahrahmi, Arifahrahmi Arifarahmi, Arifarahmi Ariyanto Ariyanto Armina, Armina Ashari, Maulana Ashari AZWIR, MAHARANI Bambang Widjajanta, Bambang Calcio, Anggun Catur Kumala Dewi Christian Adi Prasetyo Danna Solihin Dewi, Catur Kumala Dhuha, Alief Edwin Widodo Efni, Nel Eka Malfasari Eka Yudhyani Eka Yudhyani, Eka Erna Octavia, Erna Fadli, Sofiansyah Fadli Fatimawali . Febryanti, Annisa Findi, Nadia Fitria, Neny Fuadah, Hanis Gustina, Ira Haekal, Ahmad Hamrun HANDAYANI, R. SRI Haryadi, Rina Masithoh HUDA, MUHAMMAD MIFTAKHUL Hurruzia, Muhammad Fadhil Iftitah, Iftitah Indrawati, Andi Irawan, Audrey Allya Irlandes, Ciria Islahiyah, Islahiyah Jayawarsa, A.A. Ketut Juanto, Ade Julaecha, Julaecha Kaseng, Ernawati S Latif, Imam Nazarudin Lili Adi Wibowo M Hamid Malik, Nurintan Mamuaya, Gybert E. Mene Paradilla Miko Eka Putri Mila Triana Sari Mochamad Nursiyam Barkah Muhammad Hidayat Muhammad Wiharto Muhammad Zulkifli, Muhammad Nadivah, Nadivah Noval Noval Novita Sari Nur, Nurul Hidayah Nuraini Nuraini Nurbaiti Nurbaiti Nurfadhilah, Nurfadhilah Nuriatullah Nuriatullah Nurita, Suci Rahmani Nursyamsu, Nursyamsu Nurul Hidayah Nur Pebrianti, Dwi Kartika Perwitasari, Tuhu Pratiwi, Herlina Pratiwi, Putri Indah Primajayanti, Angelia PURWANTI PURWANTI Putri, Melisya R. SRI HANDAYANI Rahmawati, Helfi Ramadhani, Dwi Yunita Rendi Rendi, Rendi RIFAYANI, DESIYANTI Rignolda Djamaluddin Rizki, Safana Aulia Rohani Rohani Rusanti, Ega Sabrianti, Desy Safitri, Laila Sandy Nur Eko Wibowo Sari, Winda Purnama Seftianur, Muh Achzani Sihotang, Sifra Dosmaria Silkfan, Rara Sofyan, Syaakir Sofyan, Syathir Sri Anggraeni Sriyanto, Sesar Prabu Dwi Sukmayu, Maharani Sumarni, Rani Sunarto Sunarto Takwa, Muhammad Tina Yuli Fatmawati Titin Ruliana Trisnadiansyah, Mochamad Ridfan TRIWAHYUNI, NADIA VEVI SURYENTI PUTRI, VEVI SURYENTI Wafiah Murniati Widya Hary Cahyati Yatimantoro, Tatok Yudhi Listiawan Yuliana Yuliana Yunita, Ananda Evi Yusran, Nadilah Yusup Junaedi Zahra Zahra Zilfana, Zilfana Zulfiarini, Febriana Maya Zulfiarini, Febriana Maya