Analysis Of The Influence Of Health Service Quality, Facilities And Infrastructure, And Administrative Convenience On The Loyalty Of BPJS Kesehatan Patients In Inpatient Care With Patient Satisfaction As An Intervening Variable: A Case Study At Yadika Pondok Bambu Hospital
Year: 2025
Type: article
Study design: Observational Study
Abstract: This research aims to determine direct and indirect effects health service quality, facilities and infrastructure, and administrative convenience to loyalty through patient satisfaction at Yadika Pondok Bambu Hospital. The research design uses Explanatory Quantitative method. Primary data was collected via a questionnaire. Population and sample in this study, all 224 inpatient BPJS Kesehatan patients were a saturated or census sample. Data analysis method uses path analysis with calculation using Smart PLS 4 software. The research result show that there is a significant direct influence of health service quality and administrative convenience on patient satisfaction, there is significant direct influence of health service quality and patient satisfaction on loyalty. There is also an indirect effect of health service quality and administrative convenience to loyalty through patient satisfaction at Yadika Pondok Bambu Hospital.
Authors: Steffanus Sumarsono, Fushen Fushen, Noviarti Noviarti
Institution: Universitas Satya Negara Indonesia
Language: English
Subfield: General Health Professions
Field: Health Professions
Domain: Health Sciences
Open Access status: bronze
OpenAlex ID: W4407997121