The Influence of Strategic Service Quality, Perceived Service Value, And Perceived Service Climate on Patient Loyalty at Balikpapan Type C Hospital Mediated by Patient Satisfaction
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This study aims to examine the direct influence of Strategic Service Quality, Perceived Service Value, Perceived Service Climate, and Patient Satisfaction on Patient Loyalty at Balikpapan Type C Hospital, as well as the direct influence of the first three variables on Patient Satisfaction. This study also analyzes the indirect influence of Strategic Service Quality, Perceived Service Value, and Perceived Service Climate on Patient Loyalty at Balikpapan Type C Hospital, mediated by Patient Satisfaction. This study was conducted on patients at Balikpapan Type C Hospital.
This study used Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) to process the data. The sample used was 247 respondents from Balikpapan Type C Hospital patients. This study used patient data from 2025.
The results of this study indicate a direct positive effect of Strategic Service Quality, Perceived Service Value, Perceived Service Climate, and Patient Satisfaction on Patient Loyalty at Balikpapan Type C Hospital, as well as a direct effect of the first three variables on Patient Satisfaction. Furthermore, a positive indirect effect of Strategic Service Quality, Perceived Service Value, and Perceived Service Climate on Patient Loyalty at Balikpapan Type C Hospital, mediated by Patient Satisfaction, was found. Of the ten hypotheses proposed, all were accepted, proving a significant direct and indirect effect. Overall, Patient Satisfaction proved to be effective as a mediating variable in enhancing the influence of the three main factors on the performance of Balikpapan Type C Hospital.
This study's originality lies in the development of a patient loyalty model that simultaneously integrates Strategic Service Quality, Perceived Service Value, and Perceived Service Climate, with Patient Satisfaction as a mediating variable, in the context of a type C hospital. Unlike previous research that generally positions service quality or patient satisfaction as the direct determinant of loyalty, this study views loyalty as the result of the interaction between strategically managed service quality, patient-perceived service value, and the service climate shaped by the hospital's work environment. Another novelty lies in the empirical focus on type C hospitals in Balikpapan City, which have their own unique resource characteristics and competitive dynamics and have been relatively understudied. Thus, this study provides theoretical, empirical, and contextual contributions to the development of patient loyalty studies in healthcare.
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