The Influence of Service Quality on Satisfaction, Loyalty, and Word of Mouth of Patients at Bali Mandara Hospital, Bali Province, Indonesia Ketut Sudarmini, Ni Ketut Sariani, Nengah Ganawati
Warmadewa University
Abstract
Competition in the hospital industry in the global era is getting tighter. One of the issues that still hinders the progress of the hospital is the lack of service quality, human resources. Though the quality of service will greatly determine patient satisfaction. If patient satisfaction can be achieved, it is not impossible that customers will be loyal and participate in recommending health services provided by Bali Mandara Hospital. The purpose of this study was to analyze the effect of service quality onpatient satisfaction, loyalty, and word of mouth. This research includes explanatory research with a quantitative approach. The population of this study were all customers registered at the Bali Mandara Regional Hospital, with a sample of 70 people. The sampling technique was carried out by combining purposive sampling with convenience sampling. Data were collected through a questionnaire which was then analyzed using the SEM-PLS analysis technique. The results showed that service quality had a positive and significant effect on patient satisfaction, loyalty, and word of mouth at Bali Mandara Hospital, Bali Province, but satisfaction was not a significant mediator on the effect of service quality on loyalty and word of mouth, but loyalty was a mediator thatsignificant effect on the quality of service on word of mouth.
Keywords: service quality, customer satisfaction, loyalty, word of mouth
Topic: Menggali Potensi Lokasi Sebagai Keunggulan Daya Saing Masyarakat
