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All Journal ProBisnis : Jurnal Manajemen JER
Satria, Briesha Aurevella Putri
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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The Effect of Service Quality and Patient Satisfaction on Patient Loyalty with Patient Trust as an Intevening Variable Satria, Briesha Aurevella Putri; Margaretha Pink Berlianto
Jurnal Economic Resource Vol. 8 No. 2 (2025): September - February
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v8i2.1429

Abstract

This study aims to analyze the influence of service quality on patient satisfaction and the effect of patient satisfaction on patient trust in the context of health services. The method used is quantitative with a survey approach. The sample was selected using purposive sampling from 120 patients, who met the minimum sample requirements according to G*Power's calculation, which was 111 respondents. Data were analyzed using hypothesis testing to determine the significance of relationships between variables. The results show that not all dimensions of service quality have a significant influence on patient satisfaction. The dimensions of Process, Interaction, and Environment have a significant influence. where Process is the dominant factor in increasing patient satisfaction. In contrast, the dimensions of Tangibility, Reliability, and Responsiveness did not have a significant effect on patient satisfaction. In addition, the results of the study also revealed that patient satisfaction did not have a significant effect on patient trust, but patient trust had a significant positive effect on patient loyalty. The conclusion of this study states that improving the quality of the service process, interaction between medical personnel and patients, and the environment of health facilities need to be the main focus to improve patient satisfaction. Meanwhile, building patient trust is the main key to increasing patient loyalty to health care institutions. These findings provide strategic direction for healthcare management in designing and improving the quality of services to strengthen patient satisfaction and loyalty.
The Role of Patient Satisfaction as Mediators on the Influence of People, Waiting Time, and Price Fairness on Revisit Intention in A Clinic, Bekasi Satria, Briesha Aurevella Putri; Innocentius Bernarto; Syifa Naira Yudianto; Emmanuelle Jocelyn Handoyo; Alya Nadira
ProBisnis : Jurnal Manajemen Vol. 16 No. 06 (2025): November: Management Science
Publisher : Lembaga Riset, Publikasi dan Konsultasi JONHARIONO

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Abstract

This study examines the influence of healthcare professionals (people), waiting time, and price fairness on patient satisfaction and revisit intention at Beauty Clinic A in Bekasi. Using a quantitative, cross-sectional survey approach, data were collected from 141 patients and analyzed using Structural Equation Modeling (SEM) with SmartPLS. The results show that all three variables people, waiting time, and price fairness positively and significantly affect patient satisfaction. Furthermore, patient satisfaction strongly predicts revisit intention, functioning as an effective mediating variable between service quality factors and behavioral outcomes. The model demonstrates strong explanatory power, with 91.4% of the variance in patient satisfaction and 85.2% in revisit intention explained by the tested variables. IPMA results indicate that people, price fairness, and patient satisfaction fall into the high-importance but low-performance quadrant, suggesting the need for managerial prioritization. Overall, the study highlights that professional competence, efficient waiting times, and fair pricing are essential to enhancing satisfaction and encouraging patient loyalty in aesthetic healthcare settings.
Co-Authors Alya Nadira Berlianto, Margaretha Pink Emmanuelle Jocelyn Handoyo Innocentius Bernarto, Innocentius Syifa Naira Yudianto