Effect of Service Quality in Patient Loyalty Mediated by Patient Satisfaction and Trust in Outpatient at Sehat Clinic and Laboratory in Manggar

Inggrid Melisa Dewi, Hery Winoto Tj, Fushen Fushen

Abstract


Current study aims to determine the relationship between service quality with patient satisfaction, trust and loyalty and to find the mediating role of satisfaction and trust in patient loyalty. This research was conducted at “Sehat” Clinic and Laboratory located in East Belitung with sample size of 100 people. Data was collected with a questionnaire containing opinions regarding satisfaction and trust based on the SERVQUAL service quality component which consists of Tangibles, Reliability, Responsiveness, Assurance, Empathy. Each statement is rated with Likert scale of 1-5 for strongly disagree to strongly agree opinions. Then data is processed using Smart PLS 4.0 application with SEM. The results obtained show that service quality affects patient satisfaction and trust. Patient satisfaction has no effect on patient loyalty and Satisfaction has no significant mediating effect. Trust affects patient loyalty and the mediating effect of trust is significant. Service quality has no significant effect on patient loyalty

 


Keywords


Service Quality, Patient Satisfaction, Patient Trust, Patient Loyalty

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References


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DOI: https://doi.org/10.30596/miceb.v2i0.718

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