Pengaruh citra rumah sakit dan kualitas pelayanan terhadap loyalitas pasien dimediasi kepuasan pasien di RSUD Kota Bekasi

Rahayu, Mutiara Sri (2024) Pengaruh citra rumah sakit dan kualitas pelayanan terhadap loyalitas pasien dimediasi kepuasan pasien di RSUD Kota Bekasi. Masters thesis, Universitas Tarumanagara.

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Abstract

This study aims to analyze the influence of corporate image and service quality on patient loyalty, with patient satisfaction as a mediating variable, at the Kota Bekasi Regional General Hospital (RSUD) in Bekasi City. This RSUD is a public health facility that faces challenges in maintaining and increasing patient satisfaction and loyalty amidst fluctuations in service quality and patient complaints. A quantitative research method with an explanatory approach was used, with data analyzed using Partial Least Square – Structural Equation Modeling (PLS-SEM). A total of seven
hypotheses were tested in this study. The results showed that corporate image and service quality have a positive and significant influence on patient satisfaction. In addition, corporate image also has a positive and significant influence on patient loyalty, and patient satisfaction has a positive and significant influence on patient loyalty. Another important finding is that patient satisfaction is able to mediate the influence of corporate image on patient loyalty significantly. However, service quality does not have a significant direct influence on patient loyalty, and patient satisfaction is also unable to mediate the influence of service quality on patient loyalty significantly.

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Dr. Sarwo Edy Handoyo, S.E., M.M
Uncontrolled Keywords:	Keywords: Corporate Image, Service Quality, Patient Satisfaction, Patient Loyalty, Public Hospital.
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	22 May 2026 09:21
Last Modified:	22 May 2026 09:21
URI:	https://repository.untar.ac.id/id/eprint/49500

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