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PENGARUH KUALITAS JASA TERHADAP KEPUASAN PASIEN YANG DIMEDIASI OLEH CITRA RUMAH SAKIT (STUDI PADA PASIEN RAWAT INAP DI RUMAH SAKIT TIARA SENTOSA KENDARI)

Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) · Vol. 4 No. 2 (2020) · pp. 212–227

DOI
10.33772/jumbo.v4i2.15794
ISSN
2502-4175
Published
2020-11-28
Publisher
Pascasarjana Universitas Halu Oleo
Language
eng

Abstract

This study aims to: 1) examine the influence of service quality on hospital image, 2) examine the effect of service quality on patient satisfaction, 3) examine the influence of hospital image on patient satisfaction, 4) examine the effect of service quality on patient satisfaction mediated by hospital image. The type of this research is explanatory research, then seen from the approach of research strategy or data collection process, this research uses survey method. The population in this study was all patients treated at Tiara Sentosa Kendari Hospital. For sampling techniques researchers use non random or non probability selection in the form of purposive sampling. A total of 135 samples were obtained using the formula Hair et al (2010). Data is collected by interview methods and questionnaires. The analysis tool used is Partial Least Square (PLS). The results showed that both directly and indirectly, the quality of services has a positive and significant effect on patient satisfaction at Tiara Sentosa Kendari Hospital.

Keywords

Collaboration network of the authors

40 authors · 215 co-authorship links · showing the 40 most connected

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  • Universitas Halu Oleo
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Endro SukotjoAffiliation unknown7
Nuryamin BudiAffiliation unknown5
Nursaban RommyAffiliation unknown5
Sujono SujonoAffiliation unknown4
Valentinus AmstrongAffiliation unknown4
Sudirman ZaidAffiliation unknown4
Salma SalehAffiliation unknown3
La Ode Bahana AdamAffiliation unknown3
Rahmat MadjidAffiliation unknown3
Riski Amalia MadiAffiliation unknown3
Murdjani KamaluddinAffiliation unknown3
Nofal NurAffiliation unknown3
Nurwati NurwatiAffiliation unknown3
Ansir AnsirAffiliation unknown2
Alida PalilatiAffiliation unknown2
Nasrul NasrulUniversitas Halu Oleo2
Moh. AminAffiliation unknown2
Juharsah JuharsahAffiliation unknown2
La Ode KaliminAffiliation unknown2
Adnan HakimAffiliation unknown2
Asrip PuteraAffiliation unknown2
Aidin Hudani AwasinombuAffiliation unknown2
La Ode Asfahyadin AliddinAffiliation unknown2
Hartini HartiniAffiliation unknown2
Patwayati PatwayatiAffiliation unknown2
Farah DzakirahAffiliation unknown1
Ferni WatiAffiliation unknown1
Muhamad Sunarno PurnamaAffiliation unknown1
Zaluddin ZaluddinAffiliation unknown1
Kasmanderi KasmanderiAffiliation unknown1
Selviana SelvianaAffiliation unknown1
Aminun NisaAffiliation unknown1
Faisal MaarifAffiliation unknown1
Nurlaila RamadhaniAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/JUMBO/oai, first harvested 31 Okt 2026, last seen 31 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PENGARUH	KUALITAS JASA TERHADAP KEPUASAN PASIEN YANG DIMEDIASI OLEH CITRA RUMAH SAKIT (STUDI PADA PASIEN RAWAT INAP DI RUMAH SAKIT TIARA SENTOSA KENDARI)</dc:title>
	<dc:creator>Sabdar, La Ode Man</dc:creator>
	<dc:creator>Bua, Hasanuddin</dc:creator>
	<dc:creator>Yusuf, Hayat</dc:creator>
	<dc:creator>Syaifuddin, Dedy Takdir</dc:creator>
	<dc:creator>Sinarwaty, Sinarwaty</dc:creator>
	<dc:creator>Yusuf, Abd. Razak</dc:creator>
	<dc:subject xml:lang="en-US">service quality, customer satisfaction, hotpital</dc:subject>
	<dc:description xml:lang="en-US">This study aims to: 1) examine the influence of service quality on hospital image, 2) examine the effect of service quality on patient satisfaction, 3) examine the influence of hospital image on patient satisfaction, 4) examine the effect of service quality on patient satisfaction mediated by hospital image. The type of this  research is explanatory research, then seen from the approach of research strategy or data collection process, this research uses survey method.  The population in this study was all patients treated at Tiara Sentosa Kendari Hospital. For sampling techniques researchers use non random or non probability selection in the form of purposive sampling. A total of 135 samples were obtained using the formula Hair et al (2010). Data is collected by interview methods and questionnaires. The analysis tool used is Partial Least Square (PLS). The results showed that both directly and indirectly, the quality of services has a positive and significant effect on patient satisfaction at Tiara Sentosa Kendari Hospital.</dc:description>
	<dc:publisher xml:lang="en-US">Pascasarjana Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2020-11-28</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/JUMBO/article/view/15794</dc:identifier>
	<dc:identifier>10.33772/jumbo.v4i2.15794</dc:identifier>
	<dc:source xml:lang="en-US">Jurnal Manajemen, Bisnis dan Organisasi (JUMBO); Vol 4, No 2 (2020): Jurnal Jumbo Vol 4 No 2; 212-227</dc:source>
	<dc:source>2502-4175</dc:source>
	<dc:source>10.33772/jumbo.v4i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/JUMBO/article/view/15794/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2020 Jurnal Manajemen, Bisnis dan Organisasi (JUMBO)</dc:rights>
</oai_dc:dc>