Pengaruh Kualitas Pelayanan terhadap Loyalitas Pasien dengan Kepuasan Pasien sebagai Mediasi di WellClinic Gading Serpong [The Influence of Service Quality on Patient Loyalty Mediated by Patient Satisfaction at WellClinic Gading Serpong]
DOI:
https://doi.org/10.19166/imj.v2i1.5866Keywords:
service quality, patient satisfaction, patient loyalty, kualitas layanan, kepuasan pasien, loyalitas pasienAbstract
This study aims to analyze the relationship between service quality and patient satisfaction, relationship between patient satisfaction and patient loyalty, relationship between service quality and patient loyalty, and relationship between service quality and patient loyalty mediated by patient satisfaction. The number of samples were determined to be which 200 samples. The sampling technique used was purposive sampling. Partial Least Square-Structural Equation modeling (PLS-SEM) is applied to this study. The results of data analysis showed that the service quality has a positive effect on patient satisfaction, patient satisfaction has a positive effect on patient loyalty, service quality has a positive effect on patient loyalty, and service quality has a positive impact on patient loyalty mediated by patient satisfaction.
Bahasa Indonesia Abstrak: Penelitian ini bertujuan untuk menganalisis pengaruh positif kualitas layanan dan kepuasan pasien, pengaruh positif kepuasan pasien dan loyalitas pasien, kualitas layanan dan loyalitas pasien, dan kualitas layanan dan loyalitas pasien dengan kepuasan pasien sebagai mediasi. Jumlah sampel dalam penelitian ini sebesar 200 sampel. Teknik pengambilan sampel menggunakan purposive sampling dengan kriteria minimal dua kali kunjungan. Data diolah menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif terhadap kepuasan pasien, kepuasan pasien berpengaruh positif terhadap loyalitas pasien, kualitas layanan berpengaruh positif terhadap loyalitas pasien, dan kualitas layanan terhadap loyalitas pasien dengan kepuasan pasien sebagai mediasi.
References
Alim, A., Tangdilambi, N., & Badwi, A. (2019). Hubungan kualitas pelayanan kesehatan terhadap kepuasan pasien rawat jalan di RSUD Makassar. Jurnal Manajemen Kesehatan Yayasan RS Dr. Soetomo, 5(2), 165-181. http://dx.doi.org/10.29241/jmk.v5i2.164
Arsita, R., & Idris, H. (2019). The relationship of hospital cost, service quality and patient satisfaction. Jurnal Ilmu Kesehatan Masyarakat, 10(2), 132-138. https://doi.org/10.26553/jikm.2019.10.2.132-138
Athiyyah, A., & Pane, A. S. (2021). Pengaruh kualitas layanan terhadap kepuasan pasien pada Klinik Medan Medical Center. Jurnal Bisnis Corporate, 6(2), 87-93. https://doi.org/10.46576/jbc.v6i2.1841
Baloglu, S. (2002). Dimensions of customer loyalty: Separating friends from well wishers. Cornell Hotel and Restaurant Administration Quarterly, 43(1), 47-59. https://doi.org/10.1016/S0010-8804(02)80008-8
Bedi, M. (2010). An integrated framework for service quality, customer satisfaction and behavioral responses in Indian banking industry: A comparison of public and private sector banks. Journal of Services Research, 10(1), 157-172.
Budiman, S., & Herlina, N. (2010). Hubungan status demografi dengan kepuasan masyarakat tentang pelayanan Jamkesmas di wilayah puskesmas Tanjungsari Kabupaten Bogor tahun 2010. Jurnal Kesehatan Kartika, 27, 1989-2009.
Christopher, M. (1986). Reaching the customer: Strategies for marketing and customer service. Journal of Marketing Management, 2(1), 63-71.
Dewi, R. (2016). Pengaruh kualitas pelayanan terhadap loyalitas pasien pengguna BPJS dengan kepuasan pasien sebagai variabel intervening. Jurnal Manajemen Dayasaing, 18(2), 146-156. https://doi.org/10.23917/dayasaing.v18i2.4511
Fattah, A. (2016). Hubungan kualitas pelayanan kesehatan terhadap loyalitas pasien di rawat inap Rumah Sakit Ibu dan Anak Sitti Khadijah Makassar tahun 2016 [Undergraduate (S1) Thesis, Universitas Islam Negeri Alauddin Makassar]. Repositori UIN Alauddin Makassar. http://repositori.uin-alauddin.ac.id/id/eprint/1248
Fatima, T., Malik, S., A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management. 35(1). http://dx.doi.org/10.1108/IJQRM-02-2017-0031
Ghozali, I., & Latan, H. (2015). Partial least squares konsep, teknik dan aplikasi menggunakan program Smartpls 3.0 untuk penelitian empiris (2nd ed.). Badan Penerbit Universitas Diponegoro.
Hair, J. F., Jr., Sarstedt, M., Hopkins, L., Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106-121. https://doi.org/10.1108/EBR-10-2013-0128
Kementerian Kesehatan Republik Indonesia. (2021). Profil Kesehatan Indonesia 2020. Kementerian Kesehatan Republik Indonesia.
Kotler, P. (2004). Marketing management. Prentice Hall.
Kotler, P. (2012). Manajemen pemasaran. Rajawali
Kotler, P., & Armstrong, G. (1996). Principles of marketing (7th ed.). Prentice-Hall.
Kotler, P., & Keller, K. L. (2007). Manajemen pemasaran. Indeks.
Ishak, A., & Luthfi, Z. (2011). Pengaruh kepuasan dan kepercayaan konsumen terhadap loyalitas: Studi tentang peran mediasi switching costs. Siasat Bisnis, 15(1), 55-66.
Lewis, B. R. (1993). Service quality: Definitions, determinants and measurement. Training for Quality, 1(2). https://doi.org/10.1108/09684879310045277
Ladhari, R., Ladhari, I., Morales, M. 2011. Bank services quality: Comparing Canadian and Tunisian customer perceptions. International Journal of Bank Marketing, 29(33), 224-246. https://doi.org/10.1108/02652321111117502
Lim, L., Tuli, K., & Grewal, R. (2019). Customer satisfaction and its impact on the costs of selling. SSRN Electronic Journal. http://dx.doi.org/10.2139/ssrn.3331251
Regata., & Kusumadewi, N. M. W. (2019). Pengaruh kualitas layanan terhadap loyalitas konsumen yang dimediasi oleh kepuasan konsumen. E-Jurnal Manajemen, 8(3), 1430-1456. https://doi.org/10.24843/EJMUNUD.2019.v08.i03.p10
Mellens, M., Dekimpe, M. G., & Steenkampe, J. B. E. M. (1996). A review of brand-loyalty measures in marketing. Tijdschrift voor Economie en Management, 41(4), 507-533.
Paidin. (2020). Pengaruh dimensi kualitas pelayanan terhadap loyalitas pasien RS PKU ”˜Aisyiyah Boyolali [Thesis, Universitas Muhammadiyah Surakarta]. Universitas Muhammadiyah Surakarta Institutional Library. http://eprints.ums.ac.id/87517/
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (1985). A conceptual model of service quality and its implication for future research (SERVQUAL). Journal of Marketing, 49(4), 41-50. http://dx.doi.org/10.2307/1251430
Purwati, A. A. (2019). Pengaruh kualitas pelayanan dan kepuasan terhadap loyalitas pasien rumah sakit Santa Maria Pekanbaru. Journal of Economic, Business and Accounting, 2(2), 381-390. https://journal.ipm2kpe.or.id/index.php/COSTING/article/view/2020
Monica, L., Suroso, I., & Irawan, B. (2016). Pengaruh kualitas layanan terhadap kepuasan dan loyalitas pasien rawat inap Rumah Sakit (RS) Bina Sehat Jember. Repository Universitas Jember. http://repository.unej.ac.id/handle/123456789/76719
Mahendrayana, I. M. A., Yasa, P. N. S., & Indiani, L. P. (2018). The effect of service quality on patient loyalty mediated by patient satisfaction in Bali Siloam Hospital. Jurnal Ekonomi dan Bisnis Jagaditha, 5(1), 1-7. https://www.ejournal.warmadewa.ac.id/index.php/jagaditha/article/view/440
Passe, L. (2016). Pengaruh kualitas pelayanan terhadap kepuasan nasabah: Studi pada PT. Bank Papua Cabang Daerah Istimewa Yogyakarta [Undergraduate Thesis, Sanata Dharma University]. Repository Universitas Sanata Dharma Yogyakarta. https://repository.usd.ac.id/6617/
Qomarania, W. Z., & Putri, R. D. (2019). Pengaruh dimensi kualitas terhadap loyalitas pasien di unit rawat jalan RS Patria IKKT. Indonesian of Health Information Management Journal, 7(1), 38-43. https://inohim.esaunggul.ac.id/index.php/INO/article/view/174
Raharjo, A. (2013). Pengaruh kualitas produk terhadap loyalitas konsumen yang dimediasi oleh kepuasan konsumen pengguna kartu AS. Jurnal Manajemen, 9(1), 30-44.
Rizal, R. Suardi, M., & Yulihasri. (2017) Pengaruh kualitas layanan dan kepuasan pasien peserta BPJS Kesehatan sebagai mediasi terhadap loyalitas pasien. Jurnal Sains Farmasi & Klinis, 3(2),108-114. http://dx.doi.org/10.29208/jsfk.2017.3.2.112
Rizki, A., Ramadhanti., & Budi, I. S. (2019). Analisis kepuasan pasien terhadap mutu pelayanan kesehatan di rumah sakit khusus mata provinsi Sumatera Selatan [Undergraduate Thesis, Sriwijaya University]. Sriwijaya University Institutional Repository. https://repository.unsri.ac.id/28153/
Shanka, M. S. (2012). Bank service quality, customer satisfaction and loyalty in Ethiopian banking sector. Journal of Business Administration and Management Sciences Research, 1(1), 1-9.
Sari, M. R., Ardiwirastuti, I., & Harviandani, B. S. (2020). Hubungan kepuasan pasien dengan loyalitas pasien di RSGM IIK Bhakti Wiyata Kediri. Jurnal Wiyata, 7(1), 56-60. https://ojs.iik.ac.id/index.php/wiyata/article/view/360
Sekali, H. K. (2011). Analisis pengaruh kualitas pelayanan terhadap loyalitas pasien rawat inap Rumah Sakit Umum Kabanjahe [Thesis, Universitas Sumatera Utara]. Repositori Institusi Universitas Sumatera Utara. http://repositori.usu.ac.id/handle/123456789/35236
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach (7th ed.). John Wiley dan Sons Ltd.
Sholeh, M., & Chalidyanto, D. (2021). The effect of service quality on loyalty through patient satisfaction in outpatient of hospital X, Malang. Jurnal Medicoeticolegal dan Manajemen Rumah Sakit, 10(2), 148-157. https://doi.org/10.18196/jmmr.v10i2.10239
Tjiptono, F. (2008). Service management: Mewujudkan layanan prima (3rd ed.). Andi.
Umah, K., & Wati, S. (2014). Hubungan kepuasan pasien dengan loyalitas pasien. Journals of Ners Community, 5(2), 162-168. https://journal.unigres.ac.id/index.php/JNC/article/view/101
Wulan, E. S. (2013). Hubungan kualitas pelayanan dengan kepuasan dan loyalitas pasien di rawat inap Amarilis Rumah Sakit Keluarga Sehat Pati. Jurnal Keperawatan dan Kesehatan Masyarakat Cendekia Utama, 2(1), 36-40. https://jurnal.stikescendekiautamakudus.ac.id/index.php/stikes/article/view/15
Yusri,C. R., Hidayat, M., & Djuhaeni, H. (2017). Role of satisfaction with health care services in increasing patient loyalty: An ambulatory setting. Althea Medical Journal, 4(3), 329-334. http://journal.fk.unpad.ac.id/index.php/amj/article/view/1177
Zafar, M., Zafar, S., Asif, A., Hunjra, A., & Ahmad, H. (2012). Service quality, customer satisfaction and loyalty: An empirical analysis of banking sector in Pakistan. Information Management and Business Review, 4(3), 159-167.
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:
1) Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC-BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
2) Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
3) Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website). The final published PDF should be used and bibliographic details that credit the publication in this journal should be included.
Fakultas Ekonomi dan Bisnis | Universitas Pelita Harapan | Kampus Universitas Pelita Harapan | Gedung F Lt. 12 | Lippo Karawaci, Tangerang - 15811 | Telp 021-5460901 | Fax 54210992