Jurnal Ilmiah Universitas Batanghari Jambi
Vol 24, No 2 (2024): Juli

Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien dan Loyalitas Pasien di IGD RST Tk III Wirasakti Kupang

Yongky Gousario (Universitas Katolik Widya Mandira Kupang)
Simon S. Niha (Universitas Katolik Widya Mandira Kupang)
Yulius Yasinto (Universitas Katolik Widya Mandira Kupang)

Article Info

Publish Date
13 Jul 2024

Abstract

This study aims to evaluate patient perceptions of aspects of health services at RST TK III Wirasakti Kupang, including reliability, guarantee, direct evidence, empathy, and responsiveness. This research is a quantitative research with a cross sectional study design. The research results show that staff response, physical appearance, empathy, and consistency in service have a positive and significant effect on patient satisfaction. However, warranties have a negative influence on patient satisfaction. Patient satisfaction was then identified as a mediator that influences patient loyalty. Staff response, physical appearance, and empathy have a positive and significant effect on patient loyalty through satisfaction. On the other hand, reliability and guarantee have a negative but insignificant effect on patient loyalty through satisfaction.

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Journal Info
Jurnal Ilmiah Universitas Batanghari Jambi
Website

Abbrev

ilmiah

Publisher

Universitas Batanghari Jambi

Subject

Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice

Description

Jurnal Ilmiah Universitas Batanghari Jambi adalah peer-review jurnal akses terbuka yang bertujuan untuk berbagi dan diskusi mengenai isu dan hasil penelitian yang lagi hangat pada saat ini. Jurnal ini diterbitkan oleh Lembaga Penelitian dan Pengabdian pada Masyarakat Universitas Batanghari Jambi, ...