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All Journal Multidiciplinary Output Research for Actual and International Issue (Morfai Journal)
Rulia
Universitas Sangga Buana
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THE INFLUENCE OF SERVICE QUALITY, FACILITIES, AND PRICE ON PATIENT SATISFACTION AT HASNA MEDIKA CLINIC BANDUNG Lia Mulyawati; Erika Nurmartiani; Rulia; Kosasih; Vip Paramarta
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 4 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

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Abstract

This study aims to analyze the effect of service quality, facilities, and price on patient satisfaction at Hasna Medika Clinic Bandung. The research employs a quantitative method with a descriptive and verificative approach. Data were collected through questionnaires distributed to 315 patients, selected using the Slovin formula. The data analysis techniques include validity and reliability tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing (t-test and F-test). The results show that partially, service quality, facilities, and price have a positive and significant effect on patient satisfaction. Among these variables, price is identified as the most dominant factor influencing satisfaction, followed by service quality and facilities. Simultaneously, the three variables significantly affect patient satisfaction, as indicated by the F-test results. The coefficient of determination (R²) value of 0.710 indicates that 71% of the variation in patient satisfaction can be explained by service quality, facilities, and price, while the remaining 29% is influenced by other factors outside the model. These findings suggest that improving service quality, maintaining adequate facilities, and implementing competitive and transparent pricing strategies are essential to enhance patient satisfaction. Therefore, Hasna Medika Clinic Bandung is recommended to continuously optimize these aspects to increase patient loyalty and competitiveness in the healthcare sector.
THE INFLUENCE OF BRAND IMAGE, TRUST, AND SERVICE QUALITY ON REVISIT INTENTION MEDIATED BY PATIENT SATISFACTION (CASE STUDY AT THE BHAYANGKARA HOSPITAL OF THE YOGYAKARTA SPECIAL REGION REGIONAL POLICE) Ahmad Syakur Banafif; Kosasih; Rulia; Etty Sofia Mariati Asnar; Farida Yuliaty; Vip Paramarta
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 3 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.20968569

Abstract

This study aims to analyze the influence of Brand Image, trust, and service quality on patients’ revisit intention with patient satisfaction as a mediating variable at Bhayangkara Hospital, POLDA of the Special Region of Yogyakarta. The increasing competition among hospitals demands a comprehensive evaluation of the factors that shape patient loyalty. This research uses a quantitative approach with a survey method involving 250 patient respondents selected through purposive sampling. Data analysis was conducted using Partial Least Square (PLS) with SmartPLS 4 software. The findings show that Brand Image, trust, and service quality have a positive and significant effect on patient satisfaction and revisit intention. Patient satisfaction is also proven to mediate the relationship between the three independent variables and revisit intention, as indicated by p-values below 0.05. These results confirm that a positive hospital image, trust in the competence of medical staff, and superior service quality create a satisfying patient experience, thus encouraging revisit behavior. Theoretically, this study strengthens the conceptual model that satisfaction is a key element bridging patients’ perceptions and loyalty in the healthcare sector. Practically, the findings provide implications for hospital management to enhance the synergy between image management, trust-building, and service quality improvement to create sustainable patient satisfaction and retention.
Co-Authors Ahmad Syakur Banafif Erika Nurmartiani Etty Sofia Mariati Asnar Farida Yuliaty Kosasih Lia Mulyawati Vip Paramarta