Kepuasan Pasien Sebagai Pengaruh Kerelasian, Penyampaian Jasa, & Fasilitas Serta Implikasinya Pada Kesediaan Untuk Merekomendasikan Rumah Sakit
Keywords:
Relationship, Service Delivery, Facilities, Satisfaction, Willingness to RecommendAbstract
Hospitals, as providers of health services, continuously strive to improve their performance in order to retain and attract patients. Patient relationship is built to ensure long-term engagement, service delivery plays a crucial role in the care process, and hospital facilities serve as supporting elements of service quality. These three aspects are believed to influence patient satisfaction, which subsequently impacts their willingness to recommend the hospital to others. The rising prevalence of non-communicable diseases, particularly kidney failure, has increased the demand for hemodialysis services. Hemodialysis patients undergo treatment regularly, one to two times per week, making their repeated experiences with hospital services a critical factor influencing satisfaction and loyalty. This study aims to analyze the influence of relationship, service delivery, and facilities on patient satisfaction and its implication on the willingness to recommend the hospital. A quantitative approach was applied using a descriptive-verificative research design. A total of 190 hemodialysis patients in September 2024 participated by completing a questionnaire. Data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results indicate that relationship, service delivery, and facilities significantly influence patient satisfaction. Patient satisfaction also has a significant effect on the willingness to recommend the hospital. Furthermore, satisfaction acts as a mediating variable in the indirect relationship between the three independent variables and the willingness to recommend.
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