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]
Abstract
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.
Keywords
DOI: http://dx.doi.org/10.19166/imj.v2i1.5866
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