Pengaruh Kualitas Layanan Kesehatan terhadap Kepuasan dan Loyalitas Pasien di RSUD Ciawi

Abellia, - (2025) Pengaruh Kualitas Layanan Kesehatan terhadap Kepuasan dan Loyalitas Pasien di RSUD Ciawi. Masters thesis, Universitas Tarumanagara.

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Abstract

Service quality is a key determinant of patient satisfaction and loyalty, particularly in regional public hospitals that provide essential healthcare services. This study aims to analyze the effect of service quality on patient satisfaction and loyalty at RSUD Ciawi. A quantitative descriptive and correlational approach was employed using a purposive sampling technique with 200 respondents who had received treatment at least twice. The research variables included five dimensions of service quality based on the SERVQUAL model (tangibles, reliability,
responsiveness, assurance, empathy), patient satisfaction, and patient loyalty.
Data were analyzed using Partial Least Square–Structural Equation Modeling (PLS-SEM) with SmartPLS software. The results revealed that (1) service qualityhas a positive and significant effect on patient satisfaction; (2) service quality has a positive and significant effect on patient loyalty; and (3) patient satisfaction
positively and significantly affects patient loyalty. The dimensions of empathy and assurance were found to be the most dominant in shaping patient loyalty.
These findings reinforce the SERVQUAL and service loyalty models by emphasizing that patient loyalty is influenced not only by functional satisfaction but also by emotional and trust-related factors. Practically, this study provides insights for RSUD Ciawi’s management to enhance service quality through empathic communication training and improved patient feedback systems to foster long-term loyalty.

Keywords: Service Quality, Patient Satisfaction, Patient Loyalty, SERVQUAL

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Dr. Cokki, S.E., M.M.
Uncontrolled Keywords:	Keywords: Service Quality, Patient Satisfaction, Patient Loyalty, SERVQUAL
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	08 May 2026 04:57
Last Modified:	08 May 2026 04:57
URI:	https://repository.untar.ac.id/id/eprint/49271

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