PENGARUH MUTU PELAYANAN KESEHATAN PADA LOYALITAS PASIEN YANG DIMEDIASI OLEH KEPUASAN PASIEN RAWAT INAP KELAS III DI RUMAH SAKIT UMUM DAERAH Dr. MOEWARDI

SUKARMAN, Edi (2015) PENGARUH MUTU PELAYANAN KESEHATAN PADA LOYALITAS PASIEN YANG DIMEDIASI OLEH KEPUASAN PASIEN RAWAT INAP KELAS III DI RUMAH SAKIT UMUM DAERAH Dr. MOEWARDI. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Patient loyalty is a main determining factor in sustaining the operation of an institution, including a hospital. Maintaining customer loyalty requires lower cost than finding a new customer. Hence, patient loyalty is a key factor for the sustainability of a hospital operation. This research aims at examining the influence of health service quality on patient loyalty mediated by satisfaction of inpatients in Class III at Dr. Moewardi Public Hospital (RSUD Dr. Moewardi). The populations in this research were inpatients in Class III in Public Hospital of Dr. Moewardi. This research was carried out by applying survey method with 200 respondents as the samples. The sampling technique used was purposive sampling. The data were analyzed with hierarchical regression analysis. The results of data analysis conclude that service quality contributes significantly to patient loyalty, the service quality puts significant effects on patient satisfaction, patient satisfaction has significant effect on patient loyalty, and patient satisfaction mediating the quality of service partially affects patient loyalty. Keywords: the quality of service, satisfaction, patient loyalty.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: the quality of service, satisfaction, patient loyalty.
Subjects: H Social Sciences > HV Social pathology. Social and public welfare
Divisions: Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User: Tifany Nur Arfiana
Date Deposited: 10 Oct 2019 02:58
Last Modified: 10 Oct 2019 02:58
URI: http://repo.setiabudi.ac.id/id/eprint/1694

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