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All Journal Journal of Economics and Business UBS Jurnal Ragam Pengabdian
Rochani Mulyani, Sri
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Economics, Econometrics & Finance Environmental Science Social Sciences Other

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The Association of Service Quality with Patient Satisfaction and Loyalty: a Cross-Sectional Path Analysis in a Pediatric Outpatient Clinic Arib Balma, Hammam; Rochani Mulyani, Sri; Rulia, Rulia; Nugroho, Taufan; Paramarta, Vip
Journal of Economics and Business UBS Vol. 14 No. 5 (2025): Journal of Economics and Business UBS
Publisher : Cv. Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52644/kwfzan02

Abstract

The quality of service is consistently related to patient satisfaction and loyalty in children's health services, where clinical competence must be balanced with the delivery of responsive, patient-centered services. Examining the relationship between service quality and patient loyalty through patient satisfaction at the Children's Polyclinic of Ananda Lubuklinggau Mother and Child Hospital (RSIA). This study is a cross-sectional survey of 100 patients/parents of patients (purposive sampling; May–June 2025) using validated instruments for service quality (based on SERVQUAL), patient satisfaction (based on PSQ derivatives), and patient loyalty (6 statements). Descriptive analysis and path analysis were carried out using SPSS version 29. All constructs were rated in the "good" category: quality of service (M = 3.60), satisfaction (M = 3.43), and loyalty (M = 3.60). Quality of service was significantly related to satisfaction (β = 0.619; p < 0.001; R² = 0.383) and loyalty (β = 0.599; p < 0.001), while satisfaction was positively correlated with loyalty (β = 0.317; p < 0.001), with the loyalty model explaining 69.5% of the variance (R² = 0.695). The mediation analysis showed that satisfaction partially mediated the relationship between service quality and loyalty, with a standardized indirect effect of 0.196 and a standardized total influence of 0.795, suggesting that service quality had the strongest relationship with loyalty. Improved responsiveness (waiting time and punctuality of doctors), waiting room comfort, availability of real-time service information, and doctor-patient communication are related to increased satisfaction and can strengthen patient loyalty. Given the cross-sectional design of the study, longitudinal studies are needed to confirm the causal relationship.
Analisis Kompensasi dan Lingkungan Kerja terhadap Kepuasan Kerja serta Implikasinya terhadap Kinerja Pegawai Perangkat Desa di Kecamatan Cireunghas Kabupaten Sukabumi Burhanudin Ruslan; Rochani Mulyani, Sri; Yuliaty, Farida; Djogo, Y Ony; Paramartha, Vip; Kosasih, Kosasih
Jurnal Ragam Pengabdian Vol. 3 No. 2 (2026): Mei-Agustus, Sustainable Development Goals (SDGs): Multidisciplinary Perspectiv
Publisher : Lembaga Teewan Journal Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62710/4tm0s856

Abstract

The limited literature on the work behavior of village government officials in environments with constrained facilities and incentive systems motivates this study. It examines the effects of compensation and work environment on job satisfaction and their implications for the performance of village officials in Cireunghas District, Sukabumi. Using a quantitative descriptive and verification approach, the study involved all 55 village officials from five villages through a total sampling technique. Data were collected using a Likert-scale questionnaire and analyzed with path analysis. The findings indicate that compensation has no significant direct effect on job satisfaction (p = 0.066) or performance (p = 0.669). In contrast, the work environment has a positive and significant effect on both job satisfaction and performance (p < 0.001), while job satisfaction significantly improves performance (p < 0.001). Job satisfaction fully mediates the relationship between compensation and performance and partially mediates the relationship between the work environment and performance. The study recommends prioritizing improvements in the work environment, timely incentives, and modernization of digital work facilities to enhance village public service performance.
Co-Authors Arib Balma, Hammam Burhanudin Ruslan Djogo, Ony Farida Yuliaty KOSASIH KOSASIH, KOSASIH Nugroho, Taufan Paramartha, Vip Rulia, Rulia Vip Paramarta