Associations of Perceived Service Quality and Patient Satisfaction with Patient Loyalty at An-Nisa Hospital, Tangerang: A Cross-Sectional Study
Keywords:
Patient Loyalty, Patient Satisfaction, Service Quality
Abstract
Private hospitals face intense competition in dense urban areas, demanding objective evaluations of service delivery to secure institutional sustainability. This study aims to analyze the associations of perceived service quality and patient satisfaction with patient loyalty at An-Nisa Hospital, Tangerang: a cross-sectional study. A quantitative method with a cross-sectional explanatory survey design was implemented from November 2025 to June 2026. Using a purposive sampling technique based on the Slovin formula with a 5% margin of error, 327 respondents were selected from the patient database. Data were gathered via structured questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The empirical findings revealed that all direct and indirect structural pathways are positive and statistically significant (P = 0.000). Perceived service quality holds significant direct linkages with patient satisfaction (β = 0.862) and patient loyalty (β = 0.477). Furthermore, patient satisfaction is significantly associated with patient loyalty (β = 0.408) and successfully operates as an intervening mediator (β = 0.352). Consequently, both direct and indirect structural pathways concurrently shape patient loyalty scores within this regional hospital framework.
References
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Pamungkas, Z., Hidayati, N. and Rohman, F., 2025. Interaction quality, administrative processes, and digital adaptation as drivers of patient revisit intentions. Journal of Marketing in Healthcare Services, 6(2), pp.130-145.
Pravitasari, D., Subroto, H. and Wibowo, A., 2025. Perbedaan persepsi mutu pelayanan pasien BPJS dan pasien umum di fasilitas kesehatan rujukan tingkat lanjutan. Jurnal Kebijakan Kesehatan Indonesia, 14(1), pp.29-41.
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Rahayu, S., Utami, T. and Gunawan, I., 2026. Securing long-term consumer commitment in competitive healthcare markets. Journal of Consumer Behaviour in Healthcare, 8(1), pp.54-69.
Rotarou, E. S. and Sakellariou, D., 2021. Decentralization of health services and geographical ketimpangan in access: a comparative review. Health Policy, 125(7), pp.890-901.
Sari, N. M., Widiastuti, T. and Diana, L., 2024. Behavioral consequences of superior service quality in private medical sectors. Journal of Business and Management Research, 16(2), pp.233-248.
Shahu, R., Mishra, S. and Panda, R., 2025. Clinical and non-clinical locking mechanisms in relationship marketing: an empirical view from private hospitals. Journal of Retailing and Consumer Services, 78, pp.103-116.
Solehudin, A. and Syabanasyah, M., 2023. Pengaruh ketanggapan petugas dan kompetensi dokter terhadap loyalitas transaksional pasien lama. Jurnal Manajemen Terapan dan Keuangan, 12(3), pp.401-414.
Suryani, E. and Lestari, P., 2022. Indeks kepuasan pasien dalam merangsang niat kunjungan ulang dan word-of-mouth pada rumah sakit swasta tipe C. Jurnal Manajemen Keberlanjutan, 5(2), pp.112-127.
Tuhatelu, J. and Tan, R., 2025. Standardisasi mutu pelayanan dalam mengunci loyalitas pasien lama pada lingkungan rumah sakit urban. Jurnal Manajemen Pemasaran Kesehatan, 10(2), pp.145-159.
Tunjungsari, H., Ginting, M. and Wijaya, S., 2025. The mediating role of patient satisfaction between service quality and loyalty: an empirical study on private hospitals in Jabodetabek. Journal of Marketing Management in Healthcare, 13(1), pp.55-71.
Wahyudi, T., 2025. Mengelola kecemasan emosional pasien melalui dimensi assurance dan responsiveness tenaga medis. Jurnal Psikologi Kesehatan Klinis, 14(2), pp.88-101.WHO, 2025.
World Health Report 2025: Health Systems as Determinants of Economic Productivity and Social Stability. Geneva: World Health Organization.
Xaviera, M. and Ainy, F., 2025. Status kesehatan masyarakat di Indonesia: analisis determinan akses informasi, pendidikan, dan sosial ekonomi. Jurnal Kesehatan Masyarakat Indonesia, 21(1), pp.12-25.
Zaini, M., Ridwan, M. and Fahmi, A., 2025. Psychological stabilizers in clinical encounters: the role of empathetic communication. International Journal of Mental Health and Healthcare, 9(1), pp.62-75.
Agustini, N. K., Utami, N. W. and Wulandari, N. L., 2026. Patient switching behavior in urban private hospitals: the role of quality failures and negative emotions. Journal of Healthcare Marketing & Management, 11(1), pp.78-91.
Ahmed, S., Manaf, N. A. and Islam, R., 2021. Effects of service quality on patient satisfaction, trust and loyalty in private healthcare sector in Malaysia. International Journal of Pharmaceutical and Healthcare Marketing, 15(3), pp.450-468.
Ananta, A. P., Supriyanto, S. and Choirunisa, R., 2025. Applying Expectancy Disconfirmation Theory to evaluate outpatient satisfaction in private clinics. Indonesian Journal of Health Administration, 13(2), pp.112-125.
Andhika, R., Setiawan, A. and Wijaya, K., 2026. Redefining service quality in modern Indonesian hospitals: a post-pandemic perspective. Jurnal Manajemen Pelayanan Kesehatan, 29(1), pp.45-58.
Arfa, M., Rahmawati, D. and Hidayat, T., 2025. The dynamic mediating role of customer satisfaction in healthcare services: an empirical PLS-SEM approach. International Journal of Quality and Innovation in Healthcare, 7(2), pp.201-218.
Aryandaru, B., Ghozali, I. and Latan, H., 2026. Rethinking SERVQUAL in healthcare industries: measurement properties and structural impacts. Journal of Service Science Research, 18(1), pp.34-52.
BAPENAS, 2024. Laporan Kinerja dan Statistik Tren Kunjungan Fasilitas Kesehatan Urban Provinsi Banten. Jakarta: Badan Perencanaan Pembangunan Nasional.
Bariya, S. F., Suhariadi, F. and Indrianingrum, I., 2024. Service quality as an absolute antecedent of customer satisfaction in competitive service industries. Journal of Relationship Marketing, 23(3), pp.189-205.
BPK, 2020. Rencana Pembangunan Jangka Menengah Nasional (RPJMN) 2020–2024. Jakarta: Badan Pemeriksa Keuangan Republik Indonesia.
BPS, 2024. Kabupaten Tangerang dalam Angka 2024: Profil Fasilitas Kesehatan dan Distribusi Rumah Sakit Daerah. Tangerang: Badan Pusat Statistik Kabupaten Tangerang.
Cahyo, N., Utomo, B. and Kristiana, M., 2025. Predictors of patient loyalty in maternal and child healthcare units. Public Health Journal of Indonesia, 9(2), pp.87-99.
Christian, A., Ainy, F. and Ramadhan, F., 2023. Determinants of urban health status in satellite cities: a case study of Jabodetabek peri-urban areas. Journal of Urban Health Dynamics, 15(4), pp.310-324.
Cromhout, J., 2023. Customer Loyalty in the Service Age: Re-evaluating Jill Griffin’s Framework. London: Routledge.
Febriawan, H., Purba, J. and Siregar, E., 2026. Transforming transient satisfaction into behavioral and attitudinal patient loyalty. Journal of Hospital Administration and Marketing, 14(1), pp.12-27.
Hasan, M. A., Wardani, K. and Prasetyo, H., 2025. The "latent quality crisis" in Indonesian private hospitals: a structural equation modeling analysis. Southeast Asian Journal of Healthcare Management, 11(2), pp.143-159.
Kementerian Kesehatan RI, 2023. Profil Kesehatan Indonesia 2023: Kuantitas dan Perkembangan Rumah Sakit Swasta Nasional. Jakarta: Kementerian Kesehatan Republik Indonesia.
Kotler, P. and Chernev, A., 2021. Strategic Marketing Management. 9th ed. Chicago: Cerebellum Press.
Mahaida, R., Sulistyo, B. and Nugroho, A., 2025. Service quality as the baseline driver of user loyalty in medical service markets. Journal of Medical Marketing and Logistics, 8(1), pp.67-82.
Mullick, J. and Singh, N., 2026. The cognitive-affective chain in patient behavioral intentions: a multi-group analysis. International Journal of Healthcare Quality Assurance, 39(2), pp.155-171.
Nasyifa, A., Raharso, S. and Firmansyah, M., 2025. Anchor factors of patient satisfaction in private urban hospitals. Journal of Business and Economics Review, 10(1), pp.89-102.
Nawawi, M., Pratama, R. and Handayani, W., 2023. Patient-centered care implementation under national health insurance (JKN) system in Indonesia. Journal of Health Science and Development, 17(3), pp.214-229.
Niartiningsih, S., Susanto, H. and Fitriani, D., 2024. Psychological gratification and long-term patronage in private medical centers. Indonesian Journal of Public Health Management, 20(2), pp.98-111.
Noviyani, R. and Viwattanakulvanid, P., 2025. The digital patient experience: how online registration and digital service quality boost satisfaction and loyalty. Journal of Health Informatics in Developing Countries, 19(1), pp.44-61.
Oentara, R. and Bernarto, I., 2022. Strategi retensi pasien melalui pemenuhan fasilitas fisik dan kenyamanan psikologis di rumah sakit umum daerah. Jurnal Aplikasi Manajemen, 20(4), pp.820-835.
Pakpahan, R., Simanjuntak, M. and Situmorang, N., 2025. Operational feedback of clinical communication training on internal customer satisfaction indexes. Journal of Healthcare Human Resources, 12(3), pp.174-188.
Pamungkas, Z., Hidayati, N. and Rohman, F., 2025. Interaction quality, administrative processes, and digital adaptation as drivers of patient revisit intentions. Journal of Marketing in Healthcare Services, 6(2), pp.130-145.
Pravitasari, D., Subroto, H. and Wibowo, A., 2025. Perbedaan persepsi mutu pelayanan pasien BPJS dan pasien umum di fasilitas kesehatan rujukan tingkat lanjutan. Jurnal Kebijakan Kesehatan Indonesia, 14(1), pp.29-41.
Purnama, S. and Yuliaty, T., 2025. Standardisasi mutu pelayanan sebagai prediktor langsung dalam membangun basis loyalitas konsumen industri jasa. Jurnal Ilmiah Manajemen Bisnis, 25(2), pp.105-119.
Rahayu, S., Utami, T. and Gunawan, I., 2026. Securing long-term consumer commitment in competitive healthcare markets. Journal of Consumer Behaviour in Healthcare, 8(1), pp.54-69.
Rotarou, E. S. and Sakellariou, D., 2021. Decentralization of health services and geographical ketimpangan in access: a comparative review. Health Policy, 125(7), pp.890-901.
Sari, N. M., Widiastuti, T. and Diana, L., 2024. Behavioral consequences of superior service quality in private medical sectors. Journal of Business and Management Research, 16(2), pp.233-248.
Shahu, R., Mishra, S. and Panda, R., 2025. Clinical and non-clinical locking mechanisms in relationship marketing: an empirical view from private hospitals. Journal of Retailing and Consumer Services, 78, pp.103-116.
Solehudin, A. and Syabanasyah, M., 2023. Pengaruh ketanggapan petugas dan kompetensi dokter terhadap loyalitas transaksional pasien lama. Jurnal Manajemen Terapan dan Keuangan, 12(3), pp.401-414.
Suryani, E. and Lestari, P., 2022. Indeks kepuasan pasien dalam merangsang niat kunjungan ulang dan word-of-mouth pada rumah sakit swasta tipe C. Jurnal Manajemen Keberlanjutan, 5(2), pp.112-127.
Tuhatelu, J. and Tan, R., 2025. Standardisasi mutu pelayanan dalam mengunci loyalitas pasien lama pada lingkungan rumah sakit urban. Jurnal Manajemen Pemasaran Kesehatan, 10(2), pp.145-159.
Tunjungsari, H., Ginting, M. and Wijaya, S., 2025. The mediating role of patient satisfaction between service quality and loyalty: an empirical study on private hospitals in Jabodetabek. Journal of Marketing Management in Healthcare, 13(1), pp.55-71.
Wahyudi, T., 2025. Mengelola kecemasan emosional pasien melalui dimensi assurance dan responsiveness tenaga medis. Jurnal Psikologi Kesehatan Klinis, 14(2), pp.88-101.WHO, 2025.
World Health Report 2025: Health Systems as Determinants of Economic Productivity and Social Stability. Geneva: World Health Organization.
Xaviera, M. and Ainy, F., 2025. Status kesehatan masyarakat di Indonesia: analisis determinan akses informasi, pendidikan, dan sosial ekonomi. Jurnal Kesehatan Masyarakat Indonesia, 21(1), pp.12-25.
Zaini, M., Ridwan, M. and Fahmi, A., 2025. Psychological stabilizers in clinical encounters: the role of empathetic communication. International Journal of Mental Health and Healthcare, 9(1), pp.62-75.
Published
2026-09-30
How to Cite
Hasibuan, P., Surjono, W., Nugroho, T., Rahmiyati, A., Kosasih, K., & Paramarta, V. (2026). Associations of Perceived Service Quality and Patient Satisfaction with Patient Loyalty at An-Nisa Hospital, Tangerang: A Cross-Sectional Study. ancasakti ournal f ublic ealth cience nd esearch, 6(3), 232-245. https://doi.org/10.47650/pjphsr.v6i3.2884
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Articles
Copyright (c) 2026 Puji Lestari Hasibuan, Welly Surjono, Taufan Nugroho, Ayu Laili Rahmiyati, Kosasih Kosasih, Vip Paramarta
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