SARI, CEPAKA (2015) ANALISIS PENGARUH KUALITAS PELAYANANTERHADAP LOYALITAS PASIEN YANG DIMEDIASI OLEH KEPUASAN PASIEN DIRUMAH SAKIT PKU MUHAMMADIYAH SURAKARTA. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
Analysis of Quality Service Loyalty Patients Mediated by Patient Satisfaction at PKU Muhammadiyah Hospital in Surakarta. Final Project. Management Department. Faculty Of Economics. Setia Budi University. Advisor Ariefah Yulandari, SE., MM. Co Advisor. Dharwany M. Hasibuan, SE., MM. People realize that health is something very important in supporting activities. Consumers are satisfied with the quality of health care in a hospital will determine their behaviors later in utilizing health services. Purpose of this study is to test the quality of service to loyalty patients mediated satisfaction in hospital of PKU Muhammadiyah Surakarta. The data were obtained using a questionnaire distributed to patients. Sampling technique were the use of purposive sampling. The hypothesis in this study was analyzed with Structural Equation Modelling (SEM). The results showed that there was a positive significant influence of quality to satisfaction with significance value is 6.189. there is a negative influence and significant influence between the variables of satisfaction on loyalty variable with a value of -1.413, there are positive and significant influence between the variables of variable quality loyalty with a value of 1,485. Satisfaction variable is not significant as a mediating variable to variable quality and loyalty variables. Keywords: Service Quality, Satisfaction and Loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Satisfaction and Loyalty. |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi > Prodi S1 Akuntansi |
| Depositing User: | Mrs NOVI HANDAYANI |
| Date Deposited: | 10 Oct 2019 08:26 |
| Last Modified: | 10 Oct 2019 08:26 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/1893 |
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