The Effect of Organizational Performance, Service Quality and Patient Trust On Patient Loyalty Through Patient Satisfaction as Intervening Variables (Study at RSUD dr. H. Koesnadi Bondowoso)

Didik  Kurniyanto; Muhammad  Firdaus; Diana Dwi Astuti

doi:10.31967/prmandala.v4i0.758

Didik Kurniyanto RSUD dr. Koesnadi Bondowoso
Muhammad Firdaus Institut Teknologi dan Sains Mandala
Diana Dwi Astuti Institut Teknologi dan Sains Mandala

DOI: https://doi.org/10.31967/prmandala.v4i0.758

Abstract

The problem in this research is the fluctuating number of outpatients from 2018 to 2022 at RSUD dr. H. Koesnadi Bondowoso. In addition, there are still research gaps related to service variables on satisfaction and loyalty. The purpose of this study was to determine the effect of organizational performance, service quality and patient trust on loyalty through patient satisfaction at RSUD dr. H. Koesnadi Bondowoso. The research method used in this research was Explanatory Research with a total sample of 400 respondents with a purposive sampling technique. Data analysis technique using path analysis (path analysis) processed with SPSS v 24.0. The results showed that organizational performance, service quality and patient trust had a positive and significant effect on patient satisfaction at RSUD dr. H. Koesnadi Bondowoso. Furthermore, organizational performance, service quality, patient trust and satisfaction have a positive and significant effect on patient loyalty at RSUD dr. H. Koesnadi Bondowoso. Lastly, organizational performance, service quality and patient trust have a positive and significant effect on patient loyalty at RSUD dr. H. Koesnadi Bondowoso through satisfaction as an intervening variable.