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All Journal Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS)
Fushen
Universitas Kristen Krida Wacana
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THE INFLUENCE OF SERVICE QUALITY ON OUTPATIENT SATISFACTION AT THE TELUK BINTUNI HOSPITAL WHICH IS MEDIATED BY CULTURE AND BELIEFS Wiendo Syahputra Yahya; Saparso; Fushen
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 4 No. 2 (2024): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v4i2.1696

Abstract

In the highly competitive hospital industry, increasing patient satisfaction through service quality and trust is an important priority. This research is important to understand how service quality, trust, and culture influence outpatient satisfaction at Teluk Bintuni Regional Hospital. Information shows that there has been a decrease in the number of new outpatient visitors at Teluk Bintuni Regional Hospital from 2017 to 2020, reaching around 29.5%. The problem is that Teluk Bintuni Hospital faces challenges in increasing new outpatient visits, where factors such as service quality, trust, culture and customer satisfaction can be the cause. Evaluation of service quality is crucial to identify dimensions that need improvement. The decrease in the number of outpatients indicates a decrease in patient trust and the influence of culture that is not conducive to quality services. Therefore, this research aims to contribute new knowledge that can be used to develop strategies to improve the quality of health services at Teluk Bintuni Hospital, so that it can provide a positive experience for outpatients. This research aims to determine the influence of Service Quality on Outpatient Satisfaction at Teluk Bintuni Regional Hospital which is mediated by culture and beliefs. Located at Teluk Bintuni Hospital, there are 100 (one hundred) people and all members of the population are also samples so this research is a census research. The results of this analysis show that all indicators used in this research are valid and reliable. This research uses a Structural Equation Modeling (SEM) approach based on Partial Least Square (PLS) using SmartPLS 3.3 software. This research provides evidence of a positive and significant influence
THE EFFECT OF SERVICE QUALITY ON PATIENT LOYALTY WITH PATIENT SATISFACTION AS A MEDIATION VARIABLE AND SERVICE RATES AS A MODERATING VARIABLE IN LABKESDA, TANGERANG CITY Anthony Frederick; Fushen
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 6 No. 2 (2026): April
Publisher : CV. Radja Publika

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Abstract

This study aims to analyze the mechanism of patient loyalty formation at the Tangerang City Health Laboratory Technical Implementation Unit (UPT Labkesda) by examining the direct and indirect influence of service quality through mediation of patient satisfaction, as well as the moderating role of service rates. The research method used is quantitative associative causal. Data were collected through questionnaires to 100 respondents with consecutive sampling technique. Data analysis used Structural Equation Modeling based on Partial Least Squares (PLS-SEM). The test results show that: (1) Service quality has a positive and significant effect on patient satisfaction (path coefficient = 0.707; p = 0.000); (2) Patient satisfaction has a positive and significant effect on patient loyalty (path coefficient = 0.255; p = 0.012); (3) Service quality has a strong direct influence on patient loyalty (path coefficient = 0.561; p = 0.000); (4) Patient satisfaction partially mediates the relationship between service quality and loyalty (indirect coefficient = 0.180; p = 0.015); and (5) Service rates significantly moderate and strengthen the relationship between service quality and patient loyalty (interaction coefficient = 0.213; p = 0.007). This model has a predictive power of 69.0% for patient loyalty. These findings confirm that cognitive trust in laboratory technical quality is a major retention factor, and competitive rates serve as a catalyst for strengthening this loyalty.
Co-Authors Anthony Frederick Saparso Wiendo Syahputra Yahya