The Influence Of Service Quality, Company Image And Satisfaction On Patient Loyalty Through Trust As Intervening Variables (Study At Dr. H Koesnadi Bondowoso Hospital)

Anton  Widodo; Muhammad  Firdaus; Hary  Sulaksono

doi:10.31967/prmandala.v4i0.773

Anton Widodo Institut Teknologi dan Sains Mandala
Muhammad Firdaus Institut Teknologi dan Sains Mandala
Hary Sulaksono Institut Teknologi dan Sains Mandala

DOI: https://doi.org/10.31967/prmandala.v4i0.773

Abstract

The main problem of this research is that the level of visits to inpatient installations in the last four years has fluctuated, namely 2018-2022. The decline in visits to inpatient installations was caused by the COVID-19 pandemic which caused people to worry about receiving checks at the hospital. The purpose of this study was to analyze the effect of service quality, image and satisfaction on patient loyalty through patient trust at RSUD dr. H. Koesnadi Bondowoso. The research method used is quantitative, namely path analysis operated with SPSS. The number of research samples is 390 with the slovin formula. The sampling technique used was purposive sampling. The results showed that service quality, image and patient satisfaction had a positive and significant impact on patient trust. Furthermore, service quality, image, patient satisfaction and trust have a positive and significant influence on patient loyalty at RSUD dr. H. Koesnadi Bondowoso. The trust variable is able to mediate the relationship between service quality, image and patient satisfaction on patient loyalty at RSUD dr. H. Koesnadi Bondowoso.