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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 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.
THE INFLUENCE OF OCCUPATIONAL SAFETY AND MOTIVATION ON WORK PRODUCTIVITY MEDIATED BY EDUCATION AND TRAINING IN A PRIVATE PHARMACEUTICAL COMPANY, JAKARTA Reza Adrian; PM. Budi Haryono; Fushen
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 6 No. 1 (2026): February
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.19355747

Abstract

Work productivity is crucial for achieving organizational goals. Using education and training as mediating variables, this study investigates how occupational safety and work motivation influence the work productivity of employees at PT X in Jakarta. A quantitative approach was used in conjunction with a survey. After asking PT X employees to complete the survey, the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method was used to analyze the data. The results showed that work motivation had a positive and significant effect on education and training, as well as work productivity. Conversely, occupational safety did not affect work productivity or education and training. Furthermore, training and education were shown to be unable to control the relationship between occupational safety and work motivation on work productivity. Compared with perceptions of occupational safety and existing education and training programs, these findings indicate that motivation has a greater influence on increasing work productivity at PT X. Therefore, the company should evaluate its education and training programs and strengthen strategies to improve work motivation to meet operational needs and improve work productivity.
Co-Authors Anthony Frederick PM. Budi Haryono Reza Adrian Saparso Wiendo Syahputra Yahya