The Effect of Service Quality and Patient Satisfaction on Patient Loyalty at PKU Muhammadiyah Pratama Clinic, Cangkringan, Yogyakarta


Muhammad Iqbal

 

Master of Hospital Management, Universitas Muhammadiyah Yogyakarta, Indonesia

 

ABSTRACT

Background: Service quality and patient satisfaction as an important factor for developing patient‘s loyalty. High quality services can attract new customers and retain the current customers. This study aimed to examine the effect of service quality and patient satisfaction on patient loyalty at PKU Muhammadiyah primary clinic, Cangkringan, Yogyakarta.

Subjects and Method: This was cross sectional study conducted at PKU Muhammadiyah primary clinic, Cangkringan, Yogyakarta on 2016. Total 113 patients were selected for this study. The independent variable was service quality and patient satisfaction. The dependent variable was patient loyality. The data was collected by a set of questionnaire. The hypothetical model was tested using structural equation modeling.

Result: (1) Service quality had a positive effect on patient satisfaction (2) Patient satisfaction had a positive effect on patient loyalty (3) Service quality had a positive effect on patient loyalty. (4) The effect of mediating patient did not have a significant effect on the relationship of service quality and patient loyalty.

Conclusion: Service quality has a positive effect on customer satisfaction and patient loyalty.

Keywords: service quality, patient satisfaction, patient loyalty

Correspondence: Muhammad Iqbal. Master of Hospital Management, Universitas Muhammadiyah Yogyakarta, Jl. Brawijaya, Geblagan, Bantul, Yogyakarta 55183. Email: Iqbalkesehatanmasyarakat@gmail.com. Mobile: 081372011519.

DOI: https://doi.org/10.26911/the6thicph.04.66

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