Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Minat Berkunjung Kembali Melalui Kepuasan Pasien Rumah Sakit Lukas

R.A Annisa Putri Sulaiha, Triana Setiyarini

Abstract


The rise in the socioeconomic status of society has increased awareness and demand for quality healthcare services. Consequently, the healthcare service industry, particularly hospitals, must meet these needs by improving their facilities and service quality. Lukas General Hospital (RSU Lukas) faces several challenges, especially in outpatient services, such as patient dissatisfaction with certain services, lack of facilities, and competition with other hospitals offering similar services. These challenges may ultimately affect patient loyalty and their intention to revisit RSU Lukas Bangkalan. This study aims to analyze the influence of service quality and facilities on patients' intention to revisit, with patient satisfaction serving as a mediating variable at Lukas Hospital, Bangkalan. Data were collected through surveys and questionnaires distributed to 140 patients and hospital visitors and analyzed using Partial least square (PLS), including tests for outer and inner model coefficients and hypothesis testing. The results indicate that service quality and facilities significantly influence patient satisfaction, which subsequently affects patients' intention to revisit. Patient satisfaction was found to mediate this relationship, showing that the more satisfied patients are with the services and facilities provided, the greater their likelihood of revisiting the hospital. This study concludes that improving service quality and hospital facilities is a critical factor in enhancing patient satisfaction and loyalty. Future studies are recommended to explore additional factors, such as cost and accessibility.


Full Text:

PDF

References


Abbas, J., Kurnaesih, E., Aril Ahri, R., Prihatin Idris, F., & Muhammad Multazam, A. (2023). JOURNAL OF MUSLIM COMMUNITY HEALTH (JMCH) Pengaruh kualitas pelayanan terhadap kepuasan dan minat kunjungan ulang pasien rawat inap di RSUD Tenriawaru Bone. Journal of Muslim Community Health (JMCH) 2023, 4(3), 52–69. https://doi.org/10.52103/jmch.v4i3.1124JournalHomepage:https://pasca-umi.ac.id/index.php/jmch

Andriani, N., Jannah, M., & Adnan, N. I. M. (2025). Optimizing Tourism Supply Chain: Improving Service Quality and Tourist Loyalty. Jurnal Ilmiah Manajemen Kesatuan, 13(6), 5503–5514. https://doi.org/10.37641/jimkes.v13i6.4266

Bakri, A. A. M., Ahri, R. A., & Batara, A. S. (2022). Pengaruh Kualitas Pelayanan Terhadap Minat Berkunjung Kembali Pasien Melalui Kepuasan Pasien Rawat Inap. Journal of Muslim Community Health (JMCH), 3(4), 1–15.

Citra, E. widya, Razak, A., & Amelia, R. (2021). Pengaruh Citra Rumah Sakit Dan Kualitas Pelayanan Terhadap Mina Kunjungan Kembali Melalui Kepuasan Pasien Di Rawat Inap Rsud Salewangan Maros Tahun 2021. Sinergitas Multidisplin Ilmu Pengetahuan Dan Teknologi, 4(1), 379–396.

Cronin, J. J., & Taylor, J. and S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55–68.

Firdaus, F. F., & Dewi, A. (2015). Evaluasi Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Jalan Peserta BPJS di RSUD Panembahan Senopati Bantul. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit, 4(2), 1–19.

Fuadi, S., Ambarwati, K., Suharto, & Suwarto. (2022). Pengaruh Kelengkapan Produk, Pelayanan Prima, Kepercayaan, dan Kenyamanan terhadap Kepuasan Konsumen [Pada Muhammadiyah Business Center Swalayan di Metro]. Business and Economics Conference in Utilization of Modern Technology, 311–322.

Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook. In Springer. https://doi.org/10.1080/10705511.2022.2108813

Hakim, M. L., Cahyono, D., & Herlambang, T. (2019). Dampak Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Pasien di Instalasi Rawat Jalan Rumah Sakit Daerah Dr. Soebandi Jember. Jurnal Sains Manajemen Dan Bisnis Indonesia, 9(1), 1–13. http://jurnal.unmuhjember.ac.id/index.php/SMBI/article/view/2365

Handayani, O., Dr. Afdal Mazni, S.E., M. M., & Dr. M. Ihsan Dacholfany, M. E. (2012). PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PASIIEN RSUD JEND AHMAD YANI KOTA METRO LAMPUNG. 120–130.

Hasanah, N., Nuringwahyu, S., & Zunaida, D. (2020). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pasien (Studi Kasus Pada Pasien Rawat Inap Klinik Global Sarana Medika). Jiagabi, 9(2), 185–191.

Jannah, M., & Pranjoto, R. G. H. (2025). Entrepreneurial marketing on MSMEs as a socio-economic development for sustainable competitive advantage. In IOP Conference Series: Earth and Environmental Science, 1441(1), 12-41

Kementrian Kesehatan Republik Indonesia. (2024). Profil Kesehatan Indonesia 2023. Kementrian Kesehatan Republik Indonesia.

Khasanah, U. U., & Mahendri, W. (2023). Pengaruh Kualitas Pelayanan dan Persepsi Harga Terhadap Minat Kunjungan Kembali Pasien melalui Kepuasan di Puskesmas Umum Ngimbang. Fokus Bisnis Media Pengkajian Manajemen Dan Akuntansi, 22(1), 85–96. https://doi.org/10.32639/fokbis.v22i1.384

Natalia, T. P. (2019). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien di Klinik Mediplus Batam. Universitas Putera Batam.

Novitasari, M., & Suhardi, Y. (2020). Pengaruh Kualitas Pelayanan, Fasilitas, dan Harga Terhadap Kepuasan Pasien di Paviliun Kartika RSPAD Jakarta. Jurnal Sekolah Tinggi Ilmu Ekonomi Indonesia, 1–18.

Parmin. (2017). Pengaruh Service Quality dan Fasilitas Terhadap Minat Berobat Kembali Melalui Kepuasan Pasien Sebagai Variabel Intervening di RSUD dr. Soedirman Kebumen. Jurnal Bisnis Dan Manajemen (JBIMA), 5(2), 122–136.

Philip Kotler, K. L. K. (2011). MARKETING MANAGEMENT.

Rahmat Fajrin, A., Wijayanto, G., & Kornita, S. E. (2021). Pengaruh Fasilitas dan Lokasi terhadap Kepuasan dan Minat Berkunjung Kembali Wisatawan Candi Muara Takus Kecamatan XIII Koto Kampar Kabupaten Kampar. Jurnal Ekonomi KIAT, 32(1), 40–47. https://doi.org/10.25299/kiat.2021.vol32(1).7406

Riadi, D., Permadi, L. A., & Retnowati, W. (2023). Pengaruh Kualitas Pelayanan Terhadap Minat Berkunjung Kembali Ke Desa Wisata Hijau Bilebante Yang Dimediasi Oleh Kepuasan Wisatawan. Jurnal Riset Pemasaran, 2(2), 38–49. https://doi.org/10.29303/jrp.v2i2.2678

Riyani, D., Larashati, I., & Juhana, D. (2021). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survey Pada Salah Satu Penyedia Jasa Internet Di Kota Bandung). Bisnis Dan Iptek, 14(2), 94–101.

RSU Lukas Bangkalan. (2024). Profil RSU Lukas Bangkalan. RSU Lukas Bangkalan.

Septianing, A. D., & Farida, N. (2021). Pengaruh Fasilitas Wisata Dan Kualitas Pelayanan Terhadap Niat Berkunjung Kembali Melalui Kepuasan Pengunjung (Studi Obyek Wisata Goa Kreo Kota Semarang). Jurnal Ilmu Administrasi Bisnis, 10(1), 781–792. https://doi.org/10.14710/jiab.2021.29796

Shilvira, A., Fitriani, A. D., & Satria, B. (2022). Pengaruh Kepuasan Pasien Terhadap Minat Kunjungan Ulang Di Ruang Rawat Inap Rumah Sakit Umum Bina Kasih Medan. Ilmu Psikologi Dan Kesehatan, 1(3), 205–214.

Tjiptono, F., & Chandra, G. (2012). Pemasaran Strategik (Andi (ed.); Ed-2nd).

William, & Tiurniari, P. (2020). Kualitas pelayanan dan fasilitas terhadap kepuasan pelanggan pada Bengkel Mazda Di Kota Batam. Jurnal EMBA, 8(1), 1987–1996.

Wulandari, R. W., Sidanti, H., & Kadi, D. C. A. (2022). Pengaruh Fasilitas Wisata, Persepsi Harga dan Citra Destinasi Terhadap Minat Berkunjung Kembali Pada Wisata Lawu Park Tawangmangu Kabupaten Karanganyar Jawa Tengah. SIMBA: Seminar Inovasi Manajemen Bisnis Dan Akuntansi 4, 4(3), 1–20.




DOI: https://doi.org/10.21107/jkim.v5i4.29269

Refbacks

  • There are currently no refbacks.


Copyright (c) 2026 Jurnal Kajian Ilmu Manajemen (JKIM)

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.