Abstract
Hospital service quality is the main thing in an effort to improve treatment decisions that will bring patient loyalty. This study aims to analyze the effect of service quality on treatment decisions and patient loyalty in the outpatient unit of Mampang Prapatan Hospital, Jakarta. This study is a quantitative study using SEM analysis to see the relationship between service quality and treatment decisions and patient loyalty. Using a total of 148 respondents with a questionnaire instrument with good validity and reliability values. The direct influence of service quality on patient loyalty resulted in t value = 7,99 Test the indirect effect of service quality on loyalty through treatment decisions t value = 4,83. The results of the test of the direct influence of service quality t = 5,64, the test of the indirect influence of quality on treatment decisions through loyalty t = 5,18. Therefore, it can be concluded that there is a significant effect of service quality on loyalty directly and indirectly through treatment decisions. Besides that, there is a significant effect of service quality on treatment decisions directly and indirectly through patient loyalty.
Highlights
Providing high-quality health services while focusing on patient pleasure would allow the company to survive in the face of increasingly fierce global competition, according to its most important competitive strategy (Ristrini, 2005)
The direction of indirect influence of service quality on patient loyalty through treatment decisions has a coefficient value of r = 0.66x0.29 = 0,1914 (t value 4,83)
The direction of the indirect influence of service quality on treatment decisions through patient loyalty has a coefficient value of r = 0.78x0.1 = 0,078 (t value 5,18)
Summary
Providing high-quality health services while focusing on patient pleasure would allow the company to survive in the face of increasingly fierce global competition, according to its most important competitive strategy (Ristrini, 2005). This has something to do with patient loyalty. One of the qualities of a hospital's name is trust, which refers to a person's desire to entrust the organization or a hospital's name to execute and perform an action. Another attribute is reduction in options (choice reduction).
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