Peran Mediasi Kepuasan Terhadap Loyalitas Pasien Rawat Jalan Ditinjau dari Service Quality dan Brand Trust pada Poliklinik Rumah Sakit Indriati Solo Baru
DOI:
https://doi.org/10.63822/gcqxfc90Keywords:
service quality, brand trust, satisfaction, loyalty, patientsAbstract
Research objectives, analyzing the influence of service quality and brand trust on patient loyalty mediated by satisfaction. Indriati Solo Baru Hospital Polyclinic was used as an object involving 80 outpatients as samples with a purposive sampling technique with the criteria of having visited at least 3 times. Data from all constructs were collected through questionnaires and data analysis techniques using path analysis. The conclusion after statistical testing proved the existence of a positive link between service quality and brand trust on patient satisfaction, then brand trust and satisfaction also influenced loyalty but service quality was not significant. Mediation testing proved that satisfaction played a role as a mediator in the influence of service quality on loyalty, but the role failed for brand trust
Downloads
References
Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., & Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3), 14-28.
Amin, M. A., & Novianti, A. (2023). The Influence of Service Quality and Brand Trust on Loyalty through Satisfaction as an Intervening Variable in Outpatients at Salewangan Regional Hospital. MPPKI, 6(12), 2653-2571.
Andreano, P. R., & Pardede, R. (2023). Service Quality And Patient Trust On Patient Loyalty Mediated By Patient Satisfaction On Inpatients. Interdisciplinary Social Studies, 2(12), 2684-2692.
Apryani, J. (2025). The Effect Of Service Quality On Patient Satisfaction, Patient Trust And Patient Loyalty. PREPOTIF : Jurnal Kesehatan Masyarakat, 9(1), 1755-1766.
Arikunto, S. (2019). Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.
Asti, H. F., Budiyanti, R. T., & Kusumastuti, W. (2024). Tingkat Kepuasan Pasien Terhadap Pelayanan Poli Umum Di Klinik Pratama Diponegoro I Kota Semarang Berdasarkan Dimensi Kualitas. Jurnal Manajemen Kesehatan Indonesia, 12(2), 130-145.
Barnes, J. (2014). Secrets of Customer Relationship Management. Yogyakarta: Andi Offset.
Dewi, I. M., Winoto, H., & Fushen. (2024). Effect Of Service Quality In Patient Loyalty Mediated By Patient Satisfaction And Trust In Outpatient At Sehat Clinic And Laboratory In Manggar. Proceeding 2nd Medan International Economics and Business, 2(10), 800-808.
Fahmi, A., Qomariah, N., & Cahyono, D. (2025). Effect of Service Quality and Service Innovation of Patient Satisfaction and Loyalty. International Journal of Engineering Research & Technology (IJERT), 9(6), 1085-1090.
Ferrinadewi, E. (2018). Merek dan Psikologi Konsumen : Implikasi pada Strategi Pemasaran. Graha Ilmu, Yogyakarta.
Fianto, A. Y. A., Widyantara, H., & Baskara, D. B. (2022). Analisis Mediasi Brand Awareness dan Brand Trust dalam Hubungan Emotional Marketing dengan Purchase Intention. JMK (Jurnal Manajemen dan Kewirausahaan), 7(2), 47-59.
Ghozali, I. (2020). Aplikasi Analisis Multivariate dengan progam SPSS. Semarang: Badan penerbit Universitas Dipenogoro.
Griffin, J. (2016). Customer Loyalty : Growing and Maintaining Customer Loyalty. Erlangga, Jakarta.
Haykal, A. P., Febrilia, I., & Monoarfa, T. A. (2023). Pengaruh Kualitas Sistem, Kualitas Informasi, dan Kualitas Layanan terhadap Loyalitas Konsumen yang dimediasi oleh Kepuasan Konsumen dalam Berbelanja Online. Jurnal Bisnis, Manajemen, dan Keuangan, 4(1), 17-35.
Herawati, D., Qomariyah, N., & Santoso, B. (2024). Increasing Patient Satisfaction And Loyalty Based On Service Quality And Trust (Study on Outpatients at Balung Regional Hospital). UM-Jember Proceeding Series, 3(3), 743-759.
Hutagaol, N. M., Ardi, & Wuisan, D. S. S. (2024). Pengaruh Service Quality, Patient Satisfaction, Trust, Commitment Terhadap Revisit Intention Outpatient BPJS Di Rumah Sakit Sumber Waras. PREPOTIF : Jurnal Kesehatan Masyarakat, 8(3), 7754-7780.
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press.
Kotler, P. (2014). Marketing Management. Jakarta: Indeks Gramedia.
Kotler, P., & Amstrong, G. (2017). Prinsip-prinsip Pemasaran. Jakarta: Erlangga.
Kotler, P., & Keller, K. L. (2018). Manajemen Pemasaran. Jakarta: Indeks.
Kurniawan, M. A., Wibowo, B. A., Mujanah, S., & Fianto, A. Y. A. ( 2025). Pengaruh Kepercayaan dan Kenyamanan Terhadap Loyalitas dengan Kepuasan Pasien Rawat Jalan Sebagai Intervening di Klinik Mata Tritya Surabaya. Jurnal Kajian Ekonomi & Bisnis Islam, 6(4), 1144-1157.
Lupiyoadi, R. (2016). Manajemen Pemasaran Jasa Berbasis Kompetensi. Jakarta: Salemba.
Madeline, S., & Sihombing, S. O. (2019). The Impacts Of Brand Experiences On Brand Love, Brand Trust, And Brand Loyalty: An Empirical Study. Jurnal Bisnis dan Manajemen, 20(2), 91-107.DOI:10.24198/jbm.v20i2.241
Maharani, A. P., & Sasanti, A. I. (2024). Evaluasi Kepuasan Pasien Terhadap Loyalitas Dalam Pengaruh Pelayanan Administrasi Rumah Sakit Bhayangkara TK II Sartika Asih Bandung . Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 5(5), 1772–1782. https://doi.org/10.38035/jmpis.v5i5.2418
Mellenia, J., Ardi, A., & Wuisan, D. S. S. (2025). Pengaruh Kualitas Pelayanan, Komunikasi, Kepercayaan Merek dan Kepercayaan Pasien Kepada Dokter Terhadap Loyalitas pasien Dimediasi Dengan Kepuasan Pasien Di Rumah Sakit Hermina Arcamanik. PREPOTIF: Jurnal Kesehatan Masyarakat, 9(1), 455-463.
Melmambessy, D., & Tuhumena, R. (2024). The Mediating Role of Satisfaction, Image, and Trust in the Impact of Service Quality on Loyalty. International Journal of Social Science and Busines, 8(3), 515-530.
Moenir. (2015). Manajemen Pelayanan Umum di Indoensia. Jakarta: Bumi Akasara.
Mowen, J., & Minor, M. (2017), Perilaku Konsumen. Jakarta: Erlangga.
Munawaroh, E., & Rianto. (2022). Brand Trust And Customer Loyality In Service Companies Health. Jurnal Ekonomi dan Bisnis Airlangga, 32(1), 93-102.
Payne, A. (2016). Pemasaran Jasa. Yogyakarta: Andi Offset.
Purba, L., Halim, E. H., & Widayatsa, A. (2021). Pengaruh Kualitas Pelayanan, Kepercayaan Terhadap Kepuasan dan Loyalitas pasien Rawat Jalan di Poliklinik Bedah Saraf RSUD dr. Doris Sylvanus Palangkaraya. Jurnal Ekonomi KIAT, 32(2), 1-16.
Putri, D. E., Sudirman, A., & Suganda, A. D. (2021). Brand Marketing. Bandung: Widina Media Utama.
Putri, D. T. K., & Ahsani, R. F. (2024). Pengaruh Brand Trust Dan Kualitas Produk Terhadap Loyalitas Pelanggan Produk Azarine Dimediasi Oleh Kepuasan Pelanggan (Studi Pada Mahasiswa Di Kota Surakarta). Jurnal Ekonomi Manajemen Dan Bisnis, 2(4), 72-84.
Rampi, C. N., Winoto, H., & Fushen, (2025). Pengaruh Kualitas Layanan dan Kepercayaan Terhadap Loyalitas Pasien Yang Dimediasi Kepuasan Pasien di Klinik Utama Ardita. Jurnal Ilmiah Manajemen Bisnis Dan Inovasi, 11(3), 1611-1626.
Rifa’i, K. (2019). Membangun Loyalitas Pelanggan. Jember: Zifatama.
Ronita, Setiawan, I., & Noorrahman, M. F. (2024). Indeks Kepuasan Masyarakat Terhadap Pelayanan Rumah Sakit Umum Daerah (Rsud) Pambalah Batung Amuntai. Jurnal Pelayanan Publik, 1(4), 1337-1346.
Schiffman, L. G., & Kanuk, L. L. (2015). Perilaku Konsumen. Jakarta: Indeks Gramedia.
Sitorus, S. A., & Romli, N. A. (2021). Brand Marketing: The Art Of Branding. Bandung: Media Sains Indonesia.
Sondakh, V., Lengkong, F. D. J., & Palar, N. (2022). Kualitas Pelayanan Kesehatan Rawat Jalan Di Rumah Sakit Umum Daerah Noongan. Jurnal Administrasi Publik, 4(8), 244–253.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif dan R & D. Bandung: Alfabeta.
Sumarwan, U. (2017). Perilaku Konsumen : Teori dan Penerapannya dalam Pemasaran. Bogor: Ghalia Indonesia.
Surya, M., Ruswanti, E., & Purwati, W. D. (2025). Analysis Of The Influence Of Brand Image and Patient Experience On the Impact Of Brand Image and Patient Experience On Patient Loyalty With Trust As a Mediating Variable in Private Insurance Inpatients at RS MRCCC Siloam Semanggi. Vitamin: Jurnal Ilmu Kesehatan Umum, 3(2), 74-87.
Tjiptono, F. (2017). Marketing Strategy. Yogyakarta: Andi.
Umar, H. (2019). Metodologi Penelitian. Jakarta: Gramedia Pustaka Utama.
Wahyuningsih, E., Mariyanti, T., & Hatta, Z. M. (2023). Patient Satisfaction Mediates The Influence of Trust, Service Quality and Hospital Sharia Compliance On Patient Loyalty in Sharia Hospitals in Riau Province From An Islamic Perspective. International Journal Of Research In Business And Social Science, 12(9), 39-59.
Yuliani, D., Qomariah, N., & Nursaid. (2024). The Mediating Role of Patient Satisfaction: The Influence of Trust and Brand Image on Patient Loyalty. International Social Sciences and Humanitie, 3(3), 728-742.
Zheng, S. Y. Zhou, P., Li, H., Liu, F., & Zhao, R. (2021). Recommendations and Guidance for Providing Pharmaceutical Care Services during COVID-19 Pandemic: A China Perspective.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Nuurannisa Pratiwi, Sarsono Sarsono, Kartika Hendra, Kartika Hendra (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
