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All Journal Jurnal Farmasi dan Sains Indonesia (JFSI)
Primantana, Y.B. Arya
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Biochemistry, Genetics & Molecular Biology Chemistry Health Professions Medicine & Pharmacology Neuroscience

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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN RAWAT JALAN RUMAH SAKIT LUDIRA HUSADA TAMA YOGYAKARTA: - Primantana, Y.B. Arya; Dwiastuti, Rini
Jurnal Farmasi & Sains Indonesia Vol 8 No 2 (2025)
Publisher : LPPM Sekolah Tinggi Ilmu Farmasi Nusaputera

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52216/jfsi.vol8no2p92-99

Abstract

This study analyzes the effect of service quality on outpatient loyalty through patient satisfaction at RS Ludira Husada Tama Yogyakarta. Using purposive sampling, 150 outpatients completed SERVQUAL-based questionnaires analyzed with SEM-PLS. Results showed that tangible (p=0.017) and assurance (p=0.002) dimensions significantly influenced patient satisfaction, while reliability (p=0.554), responsiveness (p=0.646), and empathy (p=0.902) did not. Patient satisfaction significantly influenced loyalty (p=0.001). The findings indicate that physical facilities and service assurance are critical factors in building patient loyalty through satisfaction in outpatient settings.. Keywords: service quality, patient satisfaction, patient loyalty, outpatient, SERVQUAL
Co-Authors Rini Dwiastuti