Pengaruh service quality terhadap patient satisfaction dan patient loyalty dengan patient satisfaction sebagai variabel mediasi pada pasien rawat jalan di Rumah Sakit Kasih Herlina Sorong

Seran, Crychentia Bria (2024) Pengaruh service quality terhadap patient satisfaction dan patient loyalty dengan patient satisfaction sebagai variabel mediasi pada pasien rawat jalan di Rumah Sakit Kasih Herlina Sorong. Masters thesis, Universitas Tarumanagara.

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Abstract

This study aims to analyze the influence of service quality on patient satisfaction and patient loyalty, with patient satisfaction serving as a mediating variable among outpatients at Kasih Herlina Hospital in Sorong. The research uses a quantitative approach and employs Partial Least Squares Structural Equation Modeling (PLS-SEM) for data analysis.
A total of 150 respondents were selected through purposive sampling, and data were collected using a structured questionnaire based on the SERVQUAL model. The results
show that service quality has a significant effect on patient satisfaction and patient loyalty.
Furthermore, patient satisfaction significantly mediates the relationship between service quality and patient loyalty. These findings emphasize the importance of improving service quality dimensions such as reliability, responsiveness, assurance, empathy, and tangibles to enhance patient experience and build long-term loyalty. The study offers strategic recommendations for hospital management to develop patient-centered service standards, particularly in outpatient services

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Mohammad Agung Saryatmo, S.T., M.M., M.T., Ph.D
Uncontrolled Keywords:	Keywords: service quality, patient satisfaction, patient loyalty, outpatient, PLS-SEM, hospital service
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	19 May 2026 09:04
Last Modified:	19 May 2026 09:04
URI:	https://repository.untar.ac.id/id/eprint/49444

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