Pengaruh Service Quality dan Brand Image Terhadap Loyalitas Pasien dengan Patient Satisfaction Sebagai Variabel Mediasi pada Klinik Puspita Jayapura
DOI:
https://doi.org/10.37385/ceej.v7i5.12155Keywords:
Brand Image, Loyalitas Pasien, Patient Satisfaction, Service QualityAbstract
Klinik Puspita Jayapura merupakan salah satu fasilitas pelayanan kesahatan yang berlokasi di Jayapura dan menyediakan layanan farmasi dan laboratorium untuk mendukung diagnosa dan pengobatan pasien secara menyeluruh. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh service quality dan brand image terhadap patient satisfaction dan loyalitas pasien, pengaruh patient satisfaction terhadap loyalitas pasien, dan peran patient satisfaction dalam memediasi hubungan service quality dan brand image terhadap loyalitas pasien. Penelitian ini memiliki jumlah sampel sebanyak 170 responden kepada pasien Klinik Puspita Jayapura yang telah melakukan kunjungan minimal dua kali dalam satu tahun terakhir dan berusia minimal 17 tahun. Penelitian ini menunjukkan bahwa service quality dan brand image berpengaruh positif dan signifikan terhadap patient satisfaction dan loyalitas pasien, patient satisfaction berpengaruh positif dan signifikan terhadap loyalitas pasien, dan patient satisfaction mampu memediasi hubungan antara service quality dan brand image terhadap loyalitas pasien.
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