The influence of corporate image, service quality, and word of mouth on patient satisfaction and its implications on patient loyalty at the Pusri Medika Palembang Clinic Pengaruh Citra Perusahaan, Kualitas Pelayanan dan Word Of Mouth Terhadap Kepuasan Pasien Serta Implikasinya Pada Loyalitas Pasien Klinik Pusri Medika Palembang

Abstract

This study aims to analyze and obtain a deeper and broader picture with empirical evidence regarding the influence of corporate image, service quality, and word of mouth on patient satisfaction and its implications for patient loyalty at the Pusri Medika Palembang clinic. This study uses an explanatory research approach that explains the causal relationship between variables. The research model is a hypothesis test, which tests the theoretical truth built by the researcher. The data used is cross-sectional collected from research respondents of Pusri Medika Palembang clinic patients. The analysis technique for testing the hypothesis uses SEM-PLS analysis or Structural Equation Modeling based on Partial Least Square. The results of this study indicate that there is a good relationship between the indicators and their respective constructs. Of the four variables used to see the influence on patient satisfaction, and of the seven hypotheses analyzed, they have a positive and significant influence on patient satisfaction. However, of the five variables, increasing patient loyalty at the Pusri Medika Palembang clinic can be prioritized. And it is also necessary to prioritize increasing patient satisfaction, namely the Pusri Medika clinic must always improve the quality of service and make patients satisfied in order to increase patient loyalty. Paying attention to the company's image, quality of service and word of mouth and patient satisfaction is important to implement in order to increase patient loyalty.