THE ROLE OF PATIENT EXPERIENCE AND PATIENT SATISFACTION IN MEDIATING THE INFLUENCE OF HOSPITAL REPUTATION AND QUALITY OF SERVICE TOWARDS PATIENT LOYALTY

Abstract

The purpose of this research is to analyze the influence of hospital reputation on patient experience, analyze the influence of hospital service quality on patient experience, analyze the influence of hospital reputation on patient satisfaction, analyze the influence of hospital service quality on patient satisfaction, analyze the influence of hospital reputation on patient loyalty , analyzing the influence of hospital service quality on patient loyalty, analyzing the influence of patient experience on patient satisfaction, analyzing the influence of patient experience on patient loyalty, analyzing the influence of patient satisfaction on patient loyalty, analyzing patient experience mediating the influence of hospital reputation on patient loyalty, and analyzing satisfaction patients mediate the influence of hospital service quality on patient loyalty. This research is quantitative research. This research was conducted at Tiara Sentosa Kendari General Hospital to analyze the role of patient experience and patient satisfaction in mediating the influence of hospital reputation and service quality on patient loyalty. The population is all inpatient delivery patients at the Tiara Sentosa Kendari general hospital in 2023, totaling 812 people. The research sample using the Slovin formula was obtained by 241 patient respondents. Data types consist of primary and secondary data, with data collection techniques through observation, interviews and questionnaires. The data analysis technique uses SEM analysis with the AMOS program to see the direct influence between variables and indirect influence (mediating variables). The results of the study found that service quality had a direct positive effect, but its contribution was not significant on the experience of cesarean delivery patients using the ERACS method. The reputation shown by the hospital directly has a positive influence, but its contribution is not significant to the loyalty of patients delivering cesarean deliveries using the ERACS method at RSU Tiara Sentosa Kendari. Meanwhile, the most dominant influence between variables, namely patient satisfaction, shows a direct influence on patient loyalty which is positive and significant. This means that the satisfaction felt by patients contributes positively and significantly to the loyalty of patients delivering cesarean deliveries using the ERACS method at general hospital Tiara Sentosa Kendari.