The Influence of Medical Personnel Competence, Work Motivation and Service Quality on Patient Loyalty with Patient Satisfaction as a Mediation Variable at Yadika Kebayoran Lama Hospital

The rapid advancement of technology has triggered increasingly fierce business competition, including in the healthcare sector. RS Yadika Kebayoran Lama faces competition in providing quality healthcare services. However, the number of outpatient visits at RS Yadika Kebayoran Lama fluctuates and remains unstable. This study evaluates the influence of medical staff competence, work motivation, and service quality on BPJS patient loyalty through BPJS patient satisfaction at RS Yadika Kebayoran Lama. The research method used is quantitative. The sample size was determined based on Solvin's formula, amounting to 92 samples, which consisted of BPJS patients receiving outpatient treatment at RS Yadika Kebayoran Lama. The sampling method used was simple random sampling. Data obtained from questionnaire distribution were analyzed using path analysis for hypothesis testing using SPSS version 27 software. The data analysis results show that medical staff competence significantly affects patient loyalty with a p-value <0.001. Work motivation significantly influences patient loyalty with a p-value <0.001. Service quality significantly affects patient loyalty with a p-value <0.001. Patient satisfaction significantly affects patient loyalty with a p-value <0.001. Medical staff competence does not significantly affect patient satisfaction with a p-value of 0.756. Work motivation significantly affects patient satisfaction. Service quality significantly affects patient loyalty through patient satisfaction with a p-value <0.001. Medical staff competence does not significantly affect patient loyalty through patient satisfaction with a p-value <0.046 and a t-value of 0.231. Work motivation does not significantly affect patient loyalty with a p-value <0.050 and a t-value of 0.669. Service quality does not significantly affect patient loyalty through patient satisfaction with a p-value <0.075 and a t-value of 0.328.