The Effect Of Service Quality And Service Price On Patient Loyalty Through Non-Bpjs Patient Satisfaction In Outpatient Installation Restu Ibu Hospital Balikpapan 2024

Abstract

Background. Patient loyalty is a repeat purchase made by a patient because of a commitment to a hospital and and the patient's willingness to recommend the hospital or health service to others. The benefits of patient loyalty include more cost savings, because with patients who are loyal to the hospital, it will save marketing costs to attract new patients or retain old patients. Aim. This study aims to determine the effect of service quality, service prices on patient loyalty through non-BPJS patient satisfaction at the Outpatient Installation of Restu Ibu Hospital Balikpapan in 2024 Method. Quantitative research includes this study. Using a cross-sectional study design and analytical observational research, the study is processed using SPSS software and employs path analysis techniques with SmartPLS software. The study's population consisted of 1,260 patients who had previously visited the Restu Ibu Balikpapan Hospital Outpatient Installation in 2024 with the intention of receiving services and who did not have BPJS patient status. 304 respondents were selected for this study using the Slovin algorithm and the purposive sampling approach. Results. Service quality significantly positively affects patient satisfaction, service quality significantly positively affects patient loyalty, patient satisfaction significantly positively affects patient loyalty, service quality significantly indirectly affects patient loyalty through mediation of patient satisfaction, service price significantly positively affects patient satisfaction, service price significantly positively affects patient loyalty, service price indirectly affects loyalty through mediation of patient satisfaction.. Suggestion: It is important for hospital management to pay attention to patient satisfaction because in this study, satisfaction greatly influences the quality of patient loyalty.