Pengaruh Persepsi Keadilan Pelayanan terhadap Citra Rumah Sakit melalui Respon Emosional dan Kepuasan Pasien

Nadira Jasmine Elpasha (Universitas Tanjungpura)
Erna Listiana (Universitas Tanjungpura)
Nur Afifah (Universitas Tanjungpura)

Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan
Vol. 6 No. 2 (2026): Juni, Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan

This study aims to analyze the effect of perceived service justice on hospital image, both directly and indirectly through emotional response and patient satisfaction as mediating variables. The research was conducted on BPJS patients and patients’ families who had experienced inpatient care at RSUD M. Th. Djaman, Sanggau Regency, within the last two years. A quantitative approach was employed by collecting data through questionnaires from 100 respondents. Data were analyzed using the Structural Equation Modeling - Partial Least Squares (SEM-PLS) method with the assistance of SmartPLS software. The results indicate that perceived service justice has a positive and significant effect on emotional response, patient satisfaction, and hospital image. Emotional response also has a significant positive effect on patient satisfaction and hospital image and serves as a mediating variable in the relationship between perceived service justice and patient satisfaction, as well as between perceived service justice and hospital image. However, patient satisfaction does not mediate the relationship between perceived service justice and hospital image. These findings highlight the importance of managing service justice and patients’ emotional experiences in enhancing satisfaction and strengthening hospital image, particularly in the context of healthcare services for BPJS patients.