Patient Satisfaction Model and Patient Loyalty: Analysis of Service Quality and Facility (Case Study at Rawamangun Special Surgery Hospital)

The aims of this study is to examine and analyze the effect of service quality and facilities to patient satisfaction and patient loyalty in the health industry. The research data is primary data obtained from the processing of questionnaire data which filled out by consumers who have been treated at Rawamangun Special Surgery Hospital. The amount of samples is 150 respondents and use analysis technique SEM in this study with using AMOS 24 software as data processor. The results of this study showed that service quality has a positive and significant effect to patient satisfaction and patient loyalty. But the facility has no significant effect on patient loyalty at Rawamangun Special Surgery Hospital.