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All Journal Al-Kharaj: Journal of Islamic Economic and Business Jurnal Ners
Chevie Wirawan
Universitas Sangga Buana YPKP
Economics, Econometrics & Finance Health Professions Medicine & Pharmacology Nursing

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Pengaruh Kualitas Layanan Farmasi dan Citra Rumah Sakit Terhadap Kepuasan Pasien dan Dampaknya Pada Loyalitas Pasien (Studi pada Pasien Rawat Jalan Rsud Ratu Aji Putri Botung Kalimantan Timur) Ruk’at Rukmayanti; Taufik Zulfikar; Chevie Wirawan
Jurnal Ners Vol. 9 No. 3 (2025): JULI 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v9i3.47116

Abstract

Patient satisfaction is not merely the ultimate goal of quality service, but also a bridge to patient loyalty. Patient loyalty is crucial for the long-term operational sustainability and growth of a hospital. This study aims to determine the influence of pharmaceutical service quality and hospital image on patient loyalty, mediated by patient satisfaction. The research was conducted at RSUD Ratu Aji Putri Botung, with a sample of 98 respondents selected using a purposive sampling technique. Data were collected through a survey utilizing a 1-5 Likert scale instrument. The statistical analysis employed descriptive statistics and hypothesis testing using Structural Equation Modeling - Partial Least Square (SEM PLS). The results of the SEM PLS analysis indicate that the model's goodness of fit is acceptable, as shown by an R-squared value above 50% (categorized as a medium to high influence), a high Q-squared predict value (>50%), a GoF index of 0.664 > 0.36 (categorized as high GoF), and PLS Predict and CVPAT indicating high predictive power. The outer model evaluation confirmed acceptable levels of validity and reliability. The study's findings reveal that pharmaceutical service quality and hospital image positively impact patient satisfaction, and subsequently, patient loyalty.
Quality of Service and Accessibility of Health Services and Its Implications for Patient Compliance through Patient Satisfaction as an Intervening Variable at the Medical Rehabilitation Polyclinic of Meranti Islands Regency Hospital Ravi Sanjani; Abdul Gani Sidqi; Vip Paramarta; Chevie Wirawan; Ayu Laili Rahmiyati
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 1 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i1.9757

Abstract

Service quality refers to the extent to which healthcare services can improve the desired health outcomes in accordance with the abilities and knowledge of professionals. One of the services in hospitals is Medical Rehabilitation. Based on the visit data to RSUD Kabupaten Kepulauan Meranti in 2024 at the Medical Rehabilitation Polyclinic, the three most common diseases out of the top ten at the Rehabilitation Polyclinic were obtained, namely: Sequela of cerebral infarction, primary gonarthrosis, and Low Back Pain. Currently, RSUD Kab. Kep. Meranti has only one Medical Rehabilitation Specialist Doctor who practices from Monday to Wednesday. This study is a quantitative research with an associative approach aimed at determining the effect of service quality and service accessibility on patient satisfaction and compliance with a total of 90 respondents. Based on the results of data analysis and hypothesis testing conducted simultaneously, Service Quality, Service Accessibility, and Patient Satisfaction have a significant effect on Patient Compliance. Nevertheless, the coefficient of determination (R²) value of 0.257 indicates that the regression model can only explain 25.7% of the Patient Compliance variable, while the remaining 74.3% is influenced by other factors not studied in this research.
Co-Authors Abdul Gani Sidqi Ayu Laili Rahmiyati Ravi Sanjani Ruk’at Rukmayanti Taufik Zulfikar Vip Paramarta