The Mediating Role of Hospital Image on Facilities, Culture, Service Quality, and Patient Satisfaction

This study aims to determine the effect of facilities, organizational culture, and service quality on patient satisfaction through hospital image.The method in the study used SEM (Structural Equation Modeling).The location of this research was at the Haji Abdul Manan Simatupang Regional General Hospital Kisaran, Asahan Regency, where the population of patients who were hospitalized for more than four days.Then, the sample drawing technique uses accidental sampling, where 315 patients are selected as the research sample.To obtain primary data, researchers used a questionnaire based on variable indicators of facilities, organizational culture, service quality, hospital image, and patient satisfaction.The results showed that facilities, organizational culture, and service quality significantly affected hospital image and patient satisfaction.Finally, facilities, organizational culture, and service quality indirectly affect patient satisfaction through hospital image.The implications of the findings in this study indicate that the image of hospitals owned by the Indonesian government, especially at the Haji Abdul Manan Simatupang Regional General Hospital, Kisaran, Asahan Regency, is still known to be less than optimal, especially in providing services to patients.Then, the implications of the existing facilities also show that they need to be more complete so that patients are often referred to other hospitals.