The Effect of TERRA Service Quality on Patient Satisfaction at Level II Bhayangkara Hospital Semarang and Its Impact on Loyalty

The article attempts to explore strategy implementation through the formulation of service satisfaction, which is measured by TERRA (Tangible, Empathy, Reliability, Responsiveness, and Assurance). The strategy was chosen based on its usefulness and benefits which can be strengthened by the Theory of Planned Behavior. So it is worthy of consideration, as a scientific article that can be a reference for other researchers in the future. The TERRA formulation is easy to implement at a practical level, and can more accurately measure company needs in the field compared to other service satisfaction formulations. The novelty of this study, namely using a different research approach, using the PLS-SEM analysis tool, which is more relevant, and reliable because it eliminates unnecessary error data so that the results are more accountable. Using the basic theory of planned behavior as a "scalpel" will attract readers, and/or other researchers, as a basis for developing more comprehensive research in the future, especially research on optimizing satisfaction with the TERRA formulation.