| dc.description.abstract | Hospitals are important institution because it is part of system which presents health services in the community. It is also
the contact point for patients who need health services, hence patients experience in hospitals' health services play
important roles in their evaluation towards the service quality provided by the hospitals and may influence the regular use of its services in the
future. The purpose of this study is to analyze the influence of service quality towards patients' satisfaction and loyalty in Hidayah Hospital,
Boyolali. This is a quantitative study with cross-sectional approach. The population of this study is patients who receive health service in Hidayah
Hospital, Boyolali. There are 100 participants as the sample of this study obtained through purposive sampling method. The data gathering
method is a survey using questionnaire with Likert scale. The data analysis is done by SEM-PLS method (Structural Equation Modeling-Partial
Least Square). Result:Service quality had positive and significant effect on patients' satisfaction (T statistic = 33,024 and P value = 0,000). Service
quality had positive and significant effect on patients' loyalty (T statistic = 2.972 and P value = 0.003). Patients' satisfaction had positive and
significant effect on patients' loyalty (T statistic = 3.148 and P value = 0.002). Service quality had indirect effect on patients' loyalty through
mediating patient satisfaction (T statistic = 3.114 and P value = 0.002). Conclusion:Service quality has positive and significant effect on patients'
satisfaction and loyalty. Service quality has indirect effect on patients' loyalty through mediating patient satisfaction | en_US |
