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Andry Giovanny
Universitas Pelita Harapan, Jakarta, Indonesia
Economics, Econometrics & Finance

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The Mediation Role of Patient Satisfaction on the Influence of Doctor Competency Quality, Service Quality, and Shared Decision Making on Patient Compliance Toward Surgery Recommendations at Eka Hospital, Bekasi Andry Giovanny; Oscar Jayanagara
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 1 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i1.8969

Abstract

This study aims to examine the influence of Doctor Competence Quality, Service Quality, and Shared Decision Making (SDM) on Patient Satisfaction, as well as the impact of Patient Satisfaction on Patient Compliance at Eka Hospital Bekasi, with a focus on the mediating role of Patient Satisfaction. Data were collected from 125 respondents using a quantitative approach and analyzed through Partial Least Squares - Structural Equation Modelling (PLS-SEM). The findings reveal that Service Quality and Shared Decision Making significantly and positively influence Patient Satisfaction, whereas Doctor Competence Quality does not exert a significant effect. Moreover, Patient Satisfaction positively and significantly influences Patient Compliance. The mediating role of Patient Satisfaction is significant only in the relationship between Shared Decision Making and Patient Compliance, while it is not significant in the relationships involving Doctor Competence Quality and Service Quality. These findings underscore the critical role of engaging patients in shared medical decision-making processes to enhance satisfaction and compliance, while further research is warranted to explore the contributions of service quality and doctor competence in fostering patient compliance.
The Mediating Role of Patient Satisfaction on the Effect of Physician Competence Quality, Service Quality, and Shared Decision Making on Patient Compliance at Eka Bekasi Hospital Andry Giovanny; Oscar Jayanagara
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 1 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i1.10232

Abstract

Polyclinic services act as the frontline in the health system, providing primary and secondary care to the wider community. However, the quality of services in polyclinics often still does not meet patient expectations. Factors such as doctor quality, service quality and Shared Decision Making are interrelated and contribute directly or indirectly to patient satisfaction. Good service quality in each of these aspects creates a more positive experience for patients and builds trust in health services in polyclinics. Conversely, dissatisfaction with one of these aspects can affect patients' perceptions of overall service quality, which ultimately impacts their level of compliance with medical recommendations.This study aims to analyze the mediating role of patient satisfaction on the influence of doctor competence quality, service quality and shared decision making on patient compliance at Eka Bekasi Hospital. This method uses a quantitative cross-sectional method. Using the Non-Probability Sampling Technique, the sample in this study was 89 respondents.Service Quality affects patient compliance and patient satisfaction. And service quality affects patient compliance which is mediated by patient satisfaction.These findings underscore the importance of focusing on improving service quality in efforts to improve patient satisfaction and compliance, indicating that aspects of the patient experience are more important than individual factors such as physician competence or shared decision-making processes.
Co-Authors Oscar Jayanagara