Journal of Contemporary Issues in Business and Government

Abstract

This study aims to determine the direct effect of service quality, commitment, and
organizational citizenship behavior on patient satisfaction atthe militaryhospital. This research uses
quantitative methods and survey methods. Through Slovin, according to the stratified random
sampling formula, a total population of 200 patients and a sample of 125 patientswere
obtained.Use a Likert scale questionnaireof 1 to 5 for data collection. Analysis equipmentfor path
analysis usingExcell and SPSS 25. The results showed: 1) Service quality has a positive and
significant direct effect on patient satisfaction of 26.7%; 2) Doctor’s commitmenthas no direct
effect on patient satisfaction; 3) Doctor’s organizational citizenship behavior has a positive and
significant direct effect on patient satisfaction of 43.3%; 4) Service quality has a positive and
significant direct effect on doctor’s organizational citizenship behaviorof 54.7%; 5) Doctor’s
commitment has a positive and significant direct effect on doctor’s organizational citizenship
behavior of 41.2%, and 6) Service quality has a positive and significant direct effect on
doctor’scommitment of 92.1%.