An Analysis of Service Quality Dimension in Relation To Patient Satisffaction and Loyalty in The Emergency Department of Ciputra Hospital Surabaya

Authors

  • Helen Octavia Djoenaydy Universitas Ciputra, Surabaya, Indonesia
  • Christina Whidya Utami Universitas Ciputra, Surabaya, Indonesia

DOI:

https://doi.org/10.38035/dijemss.v7i1.5518

Keywords:

Service Quality, Patient Satisfaction, Patient Loyalty, Emergency Department, Ciputra Hospital Surabaya

Abstract

Service quality is a crucial aspect in determining patient satisfaction and loyalty, particularly in the Emergency Department (ED), which serves as the frontline of a hospital. This study aims to evaluate the influence of the five service quality dimensions—tangibles, reliability, responsiveness, assurance, and empathy—on patient satisfaction and loyalty in the Emergency Department of Ciputra Hospital Surabaya. This study has a sample size of 84 respondents. The method in this research is quantitative, with analysis using Partial Least Square - Structural Equation Model (PLS-SEM). Data collection in this study used a research instrument in the form of a Google Form. This study shows that service quality has a positive and significant effect on loyalty in the emergency room of Ciputra Surabaya Hospital. Service quality has a positive and significant effect on satisfaction in the emergency room of Ciputra Surabaya Hospital. Satisfaction has a positive and significant effect on loyalty in the emergency room of Ciputra Surabaya Hospital. Service quality also has a positive and significant effect on loyalty in the emergency room of Ciputra Surabaya Hospital through satisfaction as a mediating variable.

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Published

2025-10-29

How to Cite

Octavia Djoenaydy, H., & Utami, C. W. (2025). An Analysis of Service Quality Dimension in Relation To Patient Satisffaction and Loyalty in The Emergency Department of Ciputra Hospital Surabaya. Dinasti International Journal of Education Management and Social Science, 7(1), 958–969. https://doi.org/10.38035/dijemss.v7i1.5518

Issue

Vol. 7 No. 1 (2025): Dinasti International Journal of Education Management and Social Science (October - November 2025)

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Articles

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Copyright (c) 2025 Helen Octavia Djoenaydy, Christina Whidya Utami

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