Membangun Loyalitas Pasien Melalui Kualitas Pelayanan, Fasilitas Rumah Sakit, Dan Transformasi Digital Layanan
DOI:
https://doi.org/10.47747/jismab.v7i4.3762Keywords:
Service Quality, Hospital Facilities, Digital Service Transformation, Patient Satisfaction, Patient LoyaltyAbstract
Hospitals must prioritize patient loyalty as a sign of long-term service performance, in addition to healing patients, because of fierce competition in the healthcare industry. This study examines how hospital facilities, digital service transformation, and service quality affect patient loyalty and how patient satisfaction mediates this relationship. The study used a cross-sectional survey design and a quantitative approach with hospital patients. A questionnaire based on indications tested in earlier research was used to gather data. To examine the direct and indirect relationships between the variables, the data were analyzed using linear regression. The analysis results show that service quality has a positive and significant impact on patient satisfaction; hospital facilities have a positive and significant impact on patient satisfaction; service digitalization has a favorable and substantial impact on patient satisfaction; service quality likewise has a positive and significant impact on patient loyalty; hospital facilities have a positive and significant impact on patient loyalty; digitalizing services has a positive and substantial impact on patient loyalty; patient satisfaction has a positive and substantial impact on patient loyalty. The quality of service has an indirect effect on patient loyalty through patient satisfaction; hospital facilities have an indirect effect on patient loyalty through patient satisfaction; and the digitalization of services has an indirect effect on patient loyalty through patient satisfaction. The study's expected to support the role of patient satisfaction as a mediator and provide empirical evidence of the key factors influencing patient loyalty. To create a more effective, efficient, and patient-centered service experience, hospital management is expected to use the findings as a foundation for developing strategies to improve service quality, offer patient-oriented facilities, and optimize digital transformation
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