Islamic Value-Based Health Service Model Satisfaction and Behavior Complaint Patients in Hospital: SEM-PLS Approach
Abstract
This study aims to analyze the influence of an Islamic value-based healthcare service model on patient satisfaction and its implications for patient complaint behavior at PKU Muhammadiyah Mayong Hospital, Jepara. Using a quantitative approach with the Structural Equation Modeling - Partial Least Squares (SEM-PLS) method, data were collected from respondents through a structured questionnaire. The construct of the Islamic value-based healthcare service model integrates the prophetic values of shiddiq, amanah, fathanah, tabligh, and ihsan as service indicators. The results show that the implementation of Islamic values contributes positively and significantly to improving patient satisfaction holistically. Furthermore, the Islamic value-based healthcare service model has been proven effective in reducing the tendency of patient complaint behavior, both directly and through the mediation of patient satisfaction. Managerially, strengthening spiritual values is not merely an ethical aspect, but a strategic instrument to mitigate the risk of service failure and build patient trust as an economic asset of the hospital. Synchronizing medical professionalism and Islamic spirituality is the key to sustainable competitive advantage for faith-based healthcare institutions.
Downloads
Copyright (c) 2026 Susi Handayani, Endah Saptutyningsih, Diah Setyawati Dewanti
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
An author who publishes in the EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis agrees to the following terms:
Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
