Pengaruh Kualitas Pelayanan dan Fasilitas Rumah Sakit Terhadap Loyalitas Pasien di RS Gading Pluit dengan Kepuasan Pasien Sebagai Variabel Mediasi
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Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan fasilitas rumah sakit terhadap loyalitas pasien di RS Gading Pluit dengan kepuasan pasien sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan teknik purposive sampling terhadap 125 responden pasien RS Gading Pluit. Data dikumpulkan melalui kuesioner dengan skala Likert 1–5 yang mencakup 19 indikator dari empat variabel penelitian. Analisis data dilakukan menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan perangkat lunak SmartPLS versi 4. Hasil penelitian menunjukkan bahwa kualitas pelayanan dan fasilitas rumah sakit berpengaruh positif dan signifikan terhadap kepuasan pasien serta loyalitas pasien, baik secara langsung maupun tidak langsung. Kepuasan pasien terbukti memediasi secara parsial pengaruh kualitas pelayanan dan fasilitas rumah sakit terhadap loyalitas pasien. Model penelitian memiliki kemampuan penjelasan yang tinggi (R-square: kepuasan pasien 0,833; loyalitas pasien 0,835) dan relevansi prediktif yang baik (Q-square > 0,50). Temuan ini memberikan implikasi strategis bagi manajemen RS Gading Pluit dalam meningkatkan kualitas pelayanan dan fasilitas sebagai upaya membangun kepuasan dan mempertahankan loyalitas pasien secara berkelanjutan.
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