The Influence of Human Resource Interactions on Loyalty with Patient Satisfaction as an Intervening Variable in Hospital X Surabaya

Abstract

Background: In the healthcare industry, human resources play a crucial role in steering the organization towards its goals. The interaction between hospital human resources and patients stands out as a pivotal element in service delivery, contributing significantly to the enhancement of patient satisfaction and loyalty. Objective: This study aims to assess the impact of hospital human resource interactions on loyalty, with patient satisfaction serving as an intervening variable. Methods: This research adopts a quantitative analytic approach with a cross-sectional design. A random sampling technique was employed to select 339 respondents for data collection. The gathered data will undergo analysis using SmartPLS software (v3.2.9). Results: The findings indicate a substantial direct effect of interaction on patient loyalty (β=0.161 and p-value=0.015). Additionally, interaction exerts an influence on patient loyalty through the intervening variable of patient satisfaction (β=0.094 and p-value=0.049). Conclusion: This study concludes that the impact of interaction on patient loyalty is more pronounced when assessed directly, as opposed to when mediated by the intervening variable of patient satisfaction.