Innovative Service Quality Boosts Patient Satisfaction: Kualitas Layanan yang Inovatif Meningkatkan Kepuasan Pasien

Firdaus, Muhammad Zaqqi Zamroni
Cahyana , Atikha Sidhi

Indonesian Journal of Innovation Studies
Vol. 25 No. 4 (2024): October

This study examines factors affecting service quality, patient satisfaction, and loyalty at Puskesmas XYZ, using Structural Equation Modeling (SEM) on data from 108 respondents. The results pinpoint doctor-patient interaction as crucial for service quality (loading factor 0.732), satisfaction (0.692), and loyalty (0.758). Suggestions include improving queue management, proposing a web-based system for efficiency. Future research can expand service quality variables for broader impact assessment. Highlight: Key Findings: Doctor interaction highly impacts patient loyalty and satisfaction. Recommendation: Implement web-based queue management for improved healthcare service. Future Research: Expand service quality variables for a broader patient assessment. Keyword: Service Quality, Patient Satisfaction, Loyalty, Structural Equation Modeling (SEM), Queue Management