The Influence of Service Quality and Price on General Inpatient Loyalty Mediated by Patient Satisfaction at Setio Husodo Hospital Kisaran
DOI:
https://doi.org/10.55927/ijems.v4i3.76Keywords:
Patient Loyalty, Service Quality, Price, and Patient SatisfactionAbstract
Patient loyalty is an important factor for the sustainability of hospitals. However, Setio Husodo Hospital Kisaran experienced a decline in the number of general inpatients during the 2023–2024 period, indicating a decrease in patient loyalty. Patient loyalty is influenced by service quality, price, and patient satisfaction. This study aims to analyze the effect of service quality and price on patient loyalty through patient satisfaction among general inpatients at Setio Husodo Hospital Kisaran. This study employed a quantitative approach with a causal research design. The population consisted of 870 general inpatients, with a sample of 190 respondents selected using a purposive sampling technique. Data were collected through questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4 software. The results indicate that service quality and price have a positive and significant effect on both patient satisfaction and patient loyalty. Patient satisfaction also has a positive and significant effect on patient loyalty and mediates the relationship between service quality and price on patient loyalty. Improving service quality and establishing appropriate pricing strategies can enhance patient satisfaction and loyalty at Setio Husodo Hospital Kisaran
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