Pengaruh Kualitas Pelayanan Kesehatan terhadap Loyalitas Pasien melalui Kepuasan Pasien di Puskesmas Way Tuba Way Kanan

Suhandoko Suhandoko S.Kep, Sayyid Sayyid, Ginda Ginda

Abstract


This study examined the relationships of healthcare service quality with patient satisfaction and loyalty and assessed satisfaction as a mediator at Way Tuba Public Health Center, Way Kanan Regency. The study was prompted by preliminary concerns regarding long waiting times, irregular physician schedules, limited staff responsiveness, and inconsistent administrative services. A quantitative correlational approach was applied to 180 patients selected purposively. Data were evaluated using Partial Least Squares-Structural Equation Modeling in SmartPLS 4.0. The path coefficient from service quality to satisfaction was 0.959 (p < 0.001), while the coefficient from service quality to loyalty was 0.649 (p < 0.001). Satisfaction was associated with loyalty at 0.334 (p < 0.001), and the indirect path from service quality to loyalty through satisfaction was 0.321 (p < 0.001). These results indicated partial mediation, suggesting that sustained patient loyalty requires both consistent service quality and favorable evaluations of the care experience.

Keywords


Pelayanan; Kepuasan; Loyalitas; Mediasi; Puskesmas

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References


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DOI: http://dx.doi.org/10.35329/jkesmas.v12i2.7957

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