Pengaruh Kualitas Pelayanan dan Kepuasan Terhadap Loyalitas Pasien Klinik Eksekutif Raflesia Di Rumah Sakit Umum Daerah Pasar Rebo, Jakarta Timur

Abstract

Abstract.
Quality healthcare services have become a primary demand of the public, requiring hospitals not only to
provide accurate and prompt medical care but also to create a satisfying experience while fostering patient
trust and loyalty. This study aims to analyze and evaluate the influence of service quality and patient
satisfaction, both partially and simultaneously, on patient loyalty at the Rafflesia Executive Clinic, Pasar
Rebo Regional General Hospital (RSUD), East Jakarta. A quantitative approach was employed using
questionnaires distributed through a non-probability sampling method. The study population consisted of
7,529 individuals, with a sample of 100 respondents determined using Cochran's formula. Based on the
research findings, it was concluded that service quality had a partial effect on patient loyalty by 34.8%, and
patient satisfaction had a partial effect by 37.7%. Simultaneously, both variables influenced patient loyalty
by 43.6%, while the remaining 56.4% was affected by other factors beyond the scope of this study. It is
recommended that the Rafflesia executive clinic improve staff competencies in understanding patient needs,
regularly evaluate and ensure the implementation of quality service standars, and build long-term trust and
relationships with patients to reduce the tendency of switching to other healthcare facilities.

Keywords: Service Quality, Patient Satisfaction, Patient Loyality