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All Journal JEM: JURNAL EKONOMI DAN MANAJEMEN PengabdianMu: Jurnal Ilmiah Pengabdian kepada Masyarakat Journal Of Management Science (JMAS) JSAI (Journal Scientific and Applied Informatics) International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Syntax Transformation International Journal on Social Science, Economics and Art Jurnal Ekonomi Jurnal Pendidikan dan Pengabdian Masyarakat Journal of Educational Management Research PEDAMAS (Pengabdian Kepada Masyarakat) Jurnal Pengabdian Masyarakat dan Riset Pendidikan Harmoni Sosial : Jurnal Pengabdian Dan Solidaritas Masyarakat Public Service And Governance Journal Neptunus: Jurnal Ilmu Komputer dan Teknologi Informasi Pelayanan Unggulan: Jurnal Pengabdian Masyarakat Terapan
Fithriawan Nugroho
Universitas Pertiba
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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Journal : Journal Of Management Science (JMAS)

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Determinants of patient satisfaction and its implications on patient loyalty at DOZ clinic and pharmacy in Pangkalpinang City Nugroho, Fithriawan
Junal Ilmu Manajemen Vol 8 No 3 (2025): July: Management Science and Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/jmas.v8i3.718

Abstract

In order to maintain sustainability and a competitive edge, the healthcare sector is a strategic one that significantly depends on patient loyalty and satisfaction. At DOZ Clinic and Pharmacy in Pangkalpinang City, the purpose of this study is to examine how corporate image, service quality, and word-of-mouth (WoM) affect patient satisfaction and how these factors affect patient loyalty. Using the SmartPLS 4.0 tool, the study takes a quantitative approach by employing Structural Equation Modeling based on Partial Least Squares (PLS-SEM). Purposive sampling methods were used to gather data from 96 respondents who are currently enrolled patients. According to the findings, patient satisfaction is positively and significantly impacted by corporate image and word-of-mouth, while service quality has no discernible direct impact. Patient loyalty is significantly impacted by all three independent variables, but word-of-mouth has the biggest impact. Additionally, the association between corporate image and patient loyalty is partially mediated by patient satisfaction. These results emphasize how crucial it is to manage patient-to-patient communication, service quality, and institutional image in order to foster enduring loyalty in the healthcare industry.
Co-Authors Adisuputra Aditya Ahmad Fauzi Afrizal Afrizal AFRIZAL AFRIZAL Aklil, Maulana Amin, Mat Andria Rezki Dzalfa Tsalsabila Rhamadiyanti Efendi Efendi Faishal Farras fitriyanti fitriyanti Hermanto Hermanto Jumadi Wal’ajro Junaidi Abdillah Kholifah Kholifah Lambas Siregar, Jenni MARNA MARNA Marna Marna Marna, Marna Maryani, Cik Mat Amin Mat Amin Maulan Aklil Muhammad Iqbal Hanafi Nadia Sri Rezeki Nidia Mindiyarti Panca Tuah Tuha Rahmad Firdaus Rahmad Firdaus Rahmad Firdaus Rejeki, Nadia Sri Rezeki, Nadia Sri Ririn Saputra Rosyadi, Akhmad Siti Kamilah Suhardi Suhardi Suhardi Suhardi Suhardi Suputra, Adi Sutiono Tri Dewi Yuni Utami Tuha, Panca Tuah Wahyu Putra Wulandari Wulandari Yossa Agung Pratama