Analysis of Service Quality and its Impact on Patient Satisfaction and Loyalty at the Outpatient Dental Clinic of Bethesda Hospital, Tomohon, North Sulawesi

Abstract

This study aims to analyze service quality, patient satisfaction, and patient loyalty at Bethesda Hospital Tomohon. A quantitative approach was employed, with a sample size of 100 respondents. Data analysis involved both descriptive and verificative methods, specifically path analysis. Descriptive analysis revealed that respondents rated service quality, patient satisfaction, and patient loyalty favorably; however, certain shortcomings requiring attention and improvement were identified. Meanwhile, the verificative analysis (path analysis model) showed positive path coefficients between variables. Furthermore, the path coefficient for the indirect effect exceeded that of the direct effect (62.5% > 52.1%), indicating that patient satisfaction acts as an intervening variable that mediates the relationship between service quality and patient loyalty. A correlation coefficient of 0.968 indicates a strong relationship between the variables, and a coefficient of determination (R²) of 67.5% demonstrates a substantial influence of service quality on patient satisfaction and patient loyalty. The statistical hypothesis test results (partial t-test) indicate that service quality has a positive effect on patient satisfaction (t-statistic > tα: 12.115 > 1.98) and a positive, significant effect on patient loyalty (t-statistic > tα: 13.498 > 1.98); patient satisfaction has a positive, significant direct effect on patient loyalty (t-statistic > tα: 10.289 > 1.98); and service quality has a positive indirect effect on patient loyalty mediated by patient satisfaction (t-statistic > tα: 9.016 > 1.98). Overall, the research findings demonstrate the implications of service quality and patient satisfaction for patient loyalty.