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Peran Kepuasan Pasien sebagai Variabel Mediasi Pengaruh Mutu Pelayanan terhadap Loyalitas Pasien

HIGEIA (Journal of Public Health Research and Development) · Vol. 2 No. 4 (2018) · pp. 543–552

DOI
10.15294/higeia.v2i4.23893
ISSN
2541-5581, 2541-5603
Published
2018-10-31
Publisher
Universitas Negeri Semarang
Language
eng

Abstract

Abstrak Cakupan kunjungan pasien rawat jalan di RSUD dr. Soediran Mangun Sumarso pada bulan Oktober tahun 2017 sebanyak 12.975 pasien, bulan November sebanyak 12.259 pasien, dan bulan Desember hanya 12.149 pasien. Hasil survei kepuasan pelanggan menunjukkan angka 75,08% (Kurang Baik). Tujuan dari penelitian ini adalah untuk mengetahui pengaruh antara mutu pelayanan terhadap loyalitas pasien, mutu pelayanan dengan kepuasan pasien, kepuasan pasien terhadap loyalitas pasien serta untuk mengetahui apakah kepuasan pasien dapat memediasi hubungan antara mutu pelayanan dengan loyalitas pasien. Penelitian dilakukan pada bulan Mei tahun 2018. Jenis penelitian ini adalah deskriptif analitik dengan rancangan studi cross sectional, dilengkapi kajian kuantitatif dengan wawancara menggunakan kuesioner. Sampel sebesar 106 orang dengan menggunakan teknik Purposive Sampling. Pengumpulan data menggunakan kuesioner. Metode analisis data menggunakan Uji Regresi Linier Berganda dan Analisis Jalur dengan menggunakan SPSS. Hasil penelitian menunjukkan ada pengaruh antara mutu pelayanan terhadap loyalitas (Sig.=0.020), mutu pelayanan terhadap kepuasan (Sig.=0,000), kepuasan terhadap loyalitas (Sig.=0,000) dan kepuasan dapat memediasi hubungan antara mutu pelayanan dengan loyalitas. (0,339>0,267). Abstract Coverage of outpatient visits in hospitals dr. Soediran Mangun Sumarso in October 2017 are 12,975 patients, November are 12,259 patients, and December only 12,149 patients. The result of customer satisfaction survey showed 75.08% (Less Good). The purpose of this study was to determine the effect between service quality to patient loyalty, service quality to patient satisfaction, patient satisfaction to patient loyalty and to know whether patient satisfaction can mediate the relation between service quality to patient loyalty. This research was conducted in May 2018. The type of this research is descriptive analytical with cross sectional design, completed by quantitative analysis by interview using questionnaire. Number of samples of 106 respondents, the sampling technique is Purposive Sampling. Data was collected used is a questionnaire. Data analysis using Multiple Linear Regression and Path Analysis using SPSS. The result of research shows that there is influence between service quality to loyalty (Sig.=0,020), quality of service to satisfaction (Sig.=0,000), satisfaction to loyalty (Sig.=0.000) and satisfaction can mediate relationship between service quality and loyalty. (0.339>0.267). Keyword: Service Quality, Satisfaction, Patient Loyalty

Collaboration network of the authors

12 authors · 15 co-authorship links · 3 across different organisations

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  • State University of Semarang
  • Diponegoro University
  • Hasanuddin University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Ida Leida MariaHasanuddin University1
Sri Achadi NugraheniDiponegoro University1
S ArifaState University of Semarang1
Mahalul AzamState University of Semarang1
Farissa UlfaState University of Semarang1
Yunita WulandariState University of Semarang1
Novita WijayantiState University of Semarang1
Galuh Nita PrameswariState University of Semarang1
Natalia Desy PutriningtyasState University of Semarang1
Oktaviani Dwi IndrastiAffiliation 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://journal.unnes.ac.id/sju/index.php/higeia/oai, first harvested 5 Nov 2026, last seen 8 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">Peran Kepuasan Pasien sebagai Variabel Mediasi Pengaruh Mutu Pelayanan  terhadap Loyalitas Pasien</dc:title>
	<dc:creator>Vigaretha, Ginka</dc:creator>
	<dc:creator>Handayani, Oktia Woro Kasmini</dc:creator>
	<dc:description xml:lang="en-US">Abstrak
Cakupan kunjungan pasien rawat jalan di RSUD dr. Soediran Mangun Sumarso pada bulan Oktober tahun 2017 sebanyak 12.975 pasien, bulan November sebanyak 12.259 pasien, dan bulan Desember hanya 12.149 pasien. Hasil survei kepuasan pelanggan menunjukkan angka 75,08% (Kurang Baik). Tujuan dari penelitian ini adalah untuk mengetahui pengaruh antara mutu pelayanan terhadap loyalitas pasien, mutu pelayanan dengan kepuasan pasien, kepuasan pasien terhadap loyalitas pasien serta untuk mengetahui apakah kepuasan pasien dapat memediasi hubungan antara mutu pelayanan dengan loyalitas pasien. Penelitian dilakukan pada bulan Mei tahun 2018. Jenis penelitian ini adalah deskriptif analitik dengan rancangan studi cross sectional, dilengkapi kajian kuantitatif dengan wawancara menggunakan kuesioner. Sampel sebesar 106 orang dengan menggunakan teknik Purposive Sampling. Pengumpulan data menggunakan kuesioner. Metode analisis data menggunakan Uji Regresi Linier Berganda dan Analisis Jalur dengan menggunakan SPSS. Hasil penelitian menunjukkan ada pengaruh antara mutu pelayanan terhadap loyalitas (Sig.=0.020), mutu pelayanan terhadap kepuasan (Sig.=0,000), kepuasan terhadap loyalitas (Sig.=0,000) dan kepuasan dapat memediasi hubungan antara mutu pelayanan dengan loyalitas. (0,339&amp;gt;0,267).
&amp;nbsp;Abstract
Coverage of outpatient visits in hospitals dr. Soediran Mangun Sumarso in October 2017 are 12,975 patients, November are 12,259 patients, and December only 12,149 patients. The result of customer satisfaction survey showed 75.08% (Less Good). The purpose of this study was to determine the effect between service quality to patient loyalty, service quality to patient satisfaction, patient satisfaction to patient loyalty and to know whether patient satisfaction can mediate the relation between service quality to patient loyalty. This research was conducted in May 2018. The type of this research is descriptive analytical with cross sectional design, completed by quantitative analysis by interview using questionnaire. Number of samples of 106 respondents, the sampling technique is Purposive Sampling. Data was collected used is a questionnaire. Data analysis using Multiple Linear Regression and Path Analysis using SPSS. The result of research shows that there is influence between service quality to loyalty (Sig.=0,020), quality of service to satisfaction (Sig.=0,000), satisfaction to loyalty (Sig.=0.000) and satisfaction can mediate relationship between service quality and loyalty. (0.339&amp;gt;0.267).
&amp;nbsp;Keyword :&amp;nbsp;Service Quality, Satisfaction, Patient Loyalty</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2018-10-31</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:type xml:lang="en-US">Text</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/sju/higeia/article/view/23893</dc:identifier>
	<dc:identifier>10.15294/higeia.v2i4.23893</dc:identifier>
	<dc:source xml:lang="en-US">HIGEIA (Journal of Public Health Research and Development); Vol 2 No 4 (2018): HIGEIA; 543-552</dc:source>
	<dc:source>2541-5581</dc:source>
	<dc:source>2541-5603</dc:source>
	<dc:source>10.15294/higeia.v2i4</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/sju/higeia/article/view/23893/11800</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2018 HIGEIA (Journal of Public Health Research and Development)</dc:rights>
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