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Analysis Of The Relationship Between Doctor Service Quality, Product Promotion, Service Pricing, And Operational Systems On Patient Satisfaction Mediated By Patient Trust At Erha Ultimate Pondok Indah Mall 2

Year: 2025

Type: article

Abstract: This study aims to analyze the relationship between doctor service quality, product promotion, service pricing, and operational systems on patient satisfaction, mediated by patient trust at Erha Ultimate Pondok Indah Mall 2. A quantitative research approach was employed using survey data collected from 100 patients. The study used Structural Equation Modeling (SEM-PLS) to determine the direct and indirect effects among the variables. The findings indicate that doctor service quality significantly impacts patient trust and satisfaction. Product promotion, service pricing, and operational systems also play a role in patient satisfaction, with patient trust acting as a crucial mediating variable. The study provides strategic recommendations for clinic management to enhance service quality, pricing policies, promotional effectiveness, and operational efficiency to boost patient loyalty.

Source: Journal of research in business and management.

DOI: 10.35629/3002-13021520

Authors: Benny Hadipramono Djoyo Koesoemo, Fushen Fushen, Noviarti Noviarti

Institution: Universitas Satya Negara Indonesia

Language: English

Topic: Healthcare Quality and Satisfaction

Subfield: General Health Professions

Field: Health Professions

Domain: Health Sciences

SDG: Good health and well-being

Open Access status: bronze

OpenAlex ID: W4407998068

FWCI:

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