Examining The Mediating Role Of Patient Satisfaction In The Relationship Between Service Quality And Loyalty In Faith-Based Private Hospitals
DOI:
https://doi.org/10.37385/msej.v6i3.7741Keywords:
Service Quality, Servequal, Patient Satisfaction, Patient Loyalty, Faith-Based HospitalAbstract
Public health services play a crucial role in fulfilling the basic needs of society, particularly in ensuring equitable access to quality healthcare. This study aims to analyze the impact of service quality on patient satisfaction and loyalty at Manado Advent Hospital, a faith-based private hospital in North Sulawesi, Indonesia. Using a quantitative research design, this study employed the SERVQUAL framework, which encompasses five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Data were collected from a sample of 208 inpatients through structured questionnaires distributed in September to October 2024. Structural Equation Modeling (SEM) was conducted using SmartPLS to test 11 proposed hypotheses. The findings indicate that four service quality dimensions, tangibility, reliability, responsiveness, and empathy, positively and significantly influence patient satisfaction, which in turn significantly affects patient loyalty. These results underscore the mediating role of patient satisfaction in enhancing loyalty, emphasizing the need for management to focus on specific quality dimensions to improve overall service performance. The study offers theoretical and practical implications for service quality improvement strategies in faith-based healthcare institutions.
References
Hair, J.F., Risher, J.J., Sarstedt, M. and Ringle, C.M. (2019), "When to use and how to report the results of PLS-SEM", European Business Review, Vol. 31 No. 1, pp. 2 24. https://doi.org/10.1108/EBR-11-2018-0203
Inaray, A.C., Soewignyo, F., Sumanti, E.R., & Mandagi, D.W. (2024). Exploring the nexus between service quality, patient satisfaction, and recommendation intentions in faith-based hospital settings. Ekuitas (Jurnal Ekonomi dan Keuangan).
Isnaeni, A. and Siswati, S. (2018) ‘Tinjauan Aspek Keamanan dan Kerahasiaan Rekam Medis di Ruang Penyimpanan Rumah Sakit Bhakti Mulia’, Indonesian of Health Information Management Journal. inohim.esaunggul.ac.id. Available at:
Istianto, B. (2009). Manajemen pemerintahan dalam perspektif pelayanan publik. Kerja sama STIAMI Jakarta dengan Mitra Wacana Media
Jonkisz, A., Karniej, P., & Krasowska, D. (2021). SERVQUAL method as an “old new” tool for improving the quality of medical services: A literature review. International Journal of Environmental Research and Public Health, 18(20), 10758
Kainde, S. J., & Mandagi, D. W. (2023). From likes to loyalty: the interplay of social media marketing in shaping education institution brand attitude and loyalty. Jurnal Ekonomi, 12(02), 465-475.
Kelejan, D. F., Walean, R. H., Soewignyo, T. I., & Mandagi, D. W. (2022). An exploratory analysis of determining factors influencing student satisfaction with postgraduate program services. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 14(1), 369–384
Lebo, T. C., & Mandagi, D. W. (2023). Integrating service quality, customer satisfaction, and brand gestalt in the context of multi-level marketing (MLM) companies. Jurnal Mantik, 7(1), 100–111.
Mahira, M., Hadi, P., & Nastiti, H. (2021). Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan Indihome. Konferensi Riset Nasional Ekonomi Manajemen dan Akuntansi, 2(1), 1267-1283.
Mamik. 2017. Manajemen mutu pelayanan kesehatan dan kebidanan. Sidoarjo. Zifatama jwara.
Mandagi, D. W., Rampen, D. C., Soewignyo, T. I., & Walean, R. H. (2024). Empirical nexus of hospital brand gestalt, patient satisfaction and revisit intention. International Journal of Pharmaceutical and Healthcare Marketing, 18(2), 215–236
Mandagi, D. W., Soewignyo, T., Kelejan, D. F., & Walone, D. C. (2024). From a hidden gem to a tourist spot: Examining brand gestalt, tourist attitude, satisfaction and loyalty in Bitung city. International Journal of Tourism Cities.
Mandagi, D. W., & Tappy, Y. P. (2023). Determinants of Health Tourism Destination Attractiveness: A Comprehensive Systematic Review. Jurnal Studi Perhotelan dan Pariwisata, 2(2), 57-69.
Mumu, L. J. (2015). Analisis faktor-faktor yang berhubungan dengan kepuasan pasien di Poliklinik Penyakit Dalam RSUP Prof. Dr. RD Kandou Manado. JIKMU, 5(4).
Nazir, M (2005). Metode penelitian. Jakarta : Ghalia Indonesia
Ole, H. C., Sakka, E. W., & Mandagi, D. W. (2025). Perceived Quality, Brand Trust, Image, and Loyalty as Key Drivers of Fast Food Brand Equity. Indonesian Journal of Islamic Economics and Finance, 5(1), 99-124.
Pekkaya, M., Pulat ?mamo?lu, Ö., & Koca, H. (2019). Evaluation of healthcare service quality via Servqual scale:An application on a hospital. International Journal of Healthcare Management, 12(4), 340–347.
Poluan, M. S., Pasuhuk, L. S., & Mandagi, D. W. (2022). The role of social media marketing in local government institution to enhance public atitude and satisfaction. Jurnal Ekonomi, 11(03), 1268-1279.
Pongoh, H. M., & Mandagi, D. W. (2025). Linking destination brand gestalt and brand equity: insights from Bali. Anatolia, 1-15.
Rahim, A. I. A., Ibrahim, M. I., Musa, K. I., Chua, S.-L., & Yaacob, N. M. (2021). Patient satisfaction and hospital quality of care evaluation in malaysia using servqual and facebook. Healthcare, 9(10), 1369.
Rahman, M.S., Bag, S., Hassan, H., Hossain, M.A. and Singh, R.K. (2022), “Destination brand equity and tourist’s revisit intention towards health tourism: an empirical study”, Benchmarking: An International Journal, Vol. 29 No. 4, pp. 1306-1331.
Rahman, M.S., Bag, S., Hassan, H., Hossain, M.A. and Singh, R.K. (2022), “Destination brand
Rani, M., Basalamah, S., & Damis, H. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap di Ruang Perawatan Private Care Center (PCC) RSUP Dr. Wahidin Sudirohusodo Makassar. In M. Rani, S. Basalamah, & H. Damis, Tata Kelola (Vol. 7, Issue 1, p. 95). https://doi.org/10.52103/tatakelola.v7i1.122
Rantung, D. I., Mandagi, D. W., Wuryaningrat, N. F., & Lelengboto, A. L. P. (2023). Small Medium Enterprises brand gestalt: A key driver of customer satisfaction and repurchase intention. International Journal of Professional Business Review: Int. J. Prof. Bus. Rev., 8(6), 4.
Ratminto dan Winarsih, Atik Septi. 2010. Manejemen Pelayanan, Yogyakarta: Pustaka. Pelajar
Ridwan, Ivani dan Saftarina, Fitria, 2015, “Pelayanan Fasilitas Kesehatan: Faktor Kepuasan dan Loyalitas Pasien, Majority, Vol. 4 No. 9 Desember 2015.” https://juke.kedokteran.unila.ac.id/index.php/majority/issue/view/59
Ridwan, Ivani dan Saftarina, Fitria, 2015, “Pelayanan Fasilitas Kesehatan: Faktor Kepuasan dan Loyalitas Pasien, Majority, Vol. 4 No. 9 Desember 2015.” https://juke.kedokteran.unila.ac.id/index.php/majority/issue/view/59
Tumober, N. C., Langelo, C. G., Rantung, D. I., & Mandagi, D. W. (2024). Brand harmony: Exploring how destination brand gestalt influences tourist attitudes, satisfaction, and loyalty. Jurnal Ekonomi, 13(02), 404-421.
Walean, R. H., Pongoh, H., & Mandagi, D. (2024). Integrating brand gestalt and customer loyalty in telecommunication sector: The mediating role of customer satisfaction. International Review of Management and Marketing, 14(6), 409-423.
Wantah, A. M., & Mandagi, D. W. (2024). Social media marketing and fast-food restaurant brand loyalty: The mediating role of brand gestalt. Jurnal Informatika Ekonomi Bisnis, 337-343.
Zaini, M. (2019). Asuhan Keperawatan Jiwa Masalah Psikososial di Pelayanan Klinis dan Komunitas. Yogyakarta: Deepublish
Template
