Peran Religiusitas Dalam Memoderasi Perilaku Loyal Pasien Terhadap Suatu Rumah Sakit Islam Pku Surakarta

Budhi Haryanto, Zulfikar Saad Octa Panama, Edi Cahyono, RA. Fenitra

Abstract


Tujuan penelitian ini adalah untuk menerangkan peran religiusitas dalam memoderasi pengaruh kualitas layanan dan citra terhadap kepuasan pasien dan loyalitas.  Sampel diambil secara acak sebanyak 250 orang pasien yang sedang menunggu antrian periksa di Rumah Sakit Islam PKU Muhamadiyah Surakarta. Data yang terkumpul dianalisis menggunakan Multi-Group SEM. Hasil uji menunjukkan bahwa kualitas layanan, citra rumah sakit dan kepuasan pasien mempengaruhi loyalitas, sedangkan kualitas layanan tidak berpengaruh terhadap loyalitas pasien.  Ditemukan juga, bahwa religiusitas memeoderasi pengaruh kualitas layanan, citra rumah sakit dan kepuasan paseien terhadap loyalitas pasien.  Hasil penelitian menunjukkan bahwa pasien dengan tingkat religiusitas yang tinggi dan rendah mempunyai perbedaan tingkat loyalitas di Rumah Sakit Islam PKU Muhamadiyah Surakarta.  Hasil penelitian ini mendukung penelitian terdahulu dengan objek yang berbeda.  Penelitian ini juga mengemukakan penemuan, implikasi teoritis di masa mendatang dan saran untuk penelitian selanjutnya.

Keywords


Religiusitas; loyalitas pasien; kepuasan; citra; kualitas layanan

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DOI: https://doi.org/10.21107/jsmb.v6i1.6674

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Jurnal Studi Manajemen dan Bisnis by Universitas Trunojoyo Madura is licensed under a Creative Commons Attribution 4.0 International License.