The Effect of Service Quality and Patient Satisfaction on Patient Loyalty (Study at EWA Pangalila Marine Hospital, Surabaya)

Author(s)

Arif Handono , Arfah , Sri Umiyati ,

Download Full PDF Pages: 17-26 | Views: 344 | Downloads: 96 | DOI: 10.5281/zenodo.5710016

Volume 10 - October 2021 (10)

Abstract

The purpose of this research is to investigate and analyze the impact of service quality and patient satisfaction on patient loyalty at the EWA Pangalila Marine Hospital in Surabaya. With a sample size of 100 respondents, quantitative research methods were used. Multiple linear regression analysis was performed using the IBM Statistical Package for Social Sciences SPSS version 22 program. The study's findings show that there is a positive and significant influence on the service quality variable (X1), on the patient loyalty variable (Y), as indicated by the t-count (6.052) > t-table (1.69) with a significance value of 0.000 < 0.05, and that service quality has a partial positive and significant effect on patient loyalty. This means that the better the EWA Pangalila Marine Hospital Surabaya's service quality, the more loyal the patients will be. It was discovered that there was a positive and significant influence on the patient satisfaction variable (X2), on the patient loyalty variable (Y), as indicated by the t-count (6.177) > t-table (1.69) with a significance value of 0.000 < 0.05, implying that there is a positive and significant influence of patient satisfaction on patient loyalty. The Test Statistics output describes the analyzed N, which is 100 respondents, with an R Square value of 0.768 calculated from the Summary Model. The correlation coefficient is 0.768, indicating a strong positive correlation between service quality and patient satisfaction and patient loyalty. That is, the higher the patient's satisfaction with the health services provided and the higher the patient's loyalty, the higher the patient's loyalty, and vice versa. The ANOVA output count was 160,861 with a df or degree of freedom (df) of 2. If the value in the column sig  ≤ α (0.1) is 0.000, then H0 is rejected and H1 is accepted. That is, at the EWA Pangalila Marine Hospital Surabaya, there is a significant relationship between service quality and patient satisfaction and patient loyalty.

Keywords

Service Quality, Patient Satisfaction, Patient Loyalty

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