PENGARUH TINGKAT KEPUASAN (SATISFACTION) PADA LOYALITAS PASIEN DENGAN KEPERCAYAAN (TRUST) DAN KOMITMEN (COMMITMENT) SEBAGAI PEMEDIASI DI RSD MADANI PALU SULAWESI TENGAH

Faisal, Faisal (2014) PENGARUH TINGKAT KEPUASAN (SATISFACTION) PADA LOYALITAS PASIEN DENGAN KEPERCAYAAN (TRUST) DAN KOMITMEN (COMMITMENT) SEBAGAI PEMEDIASI DI RSD MADANI PALU SULAWESI TENGAH. Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

In an effort to improve health care in a hospital requires two essential elements, namely the level of patient satisfaction as users of services and compliance with service standards that have been established as a service provider. Purpose of this study to examine and analyze the effect of satisfaction on loyalty to the trust as a mediator variable, there is the effect of satisfaction on loyalty and there is the influence of satisfaction on loyalty with commitment as a mediation variable in the RSD Madani. Data were obtained from questionnaires to the respondents were analyzed using descriptive methods. The samples used were 150 inpatients. The data obtained were then analyzed to determine the effect of the influence of the level of satisfaction on the loyalty of patients with trust and commitment as mediation. Then the data were collected from patient questionnaires were analyzed using the method of Hierarchical Regression Analysis (HRA) using regression analysis of Baron and Kenny with SPSS 17. The results of this study are variables influence the level of satisfaction significantly influence patient loyalty with variable Trust as mediation, variables influence the level of satisfaction significantly influence patient loyalty with variable commitment as mediation, variable analysis results influence the level of satisfaction effect on patient loyalty and trust and commitment mediates the effect of the level of satisfaction of the patient loyalty. Key words: The influence of satisfaction, trust, commitment, loyalty, RSD Madani.

Item Type:	Thesis (Tesis)
Uncontrolled Keywords:	The influence of satisfaction, trust, commitment, loyalty, RSD Madani.
Subjects:	Q Science > QP Physiology R Medicine > R Medicine (General)
Divisions:	Fakultas Farmasi > Prodi S2 Farmasi
Depositing User:	magdalena kartika ningsih
Date Deposited:	21 Feb 2020 02:56
Last Modified:	21 Feb 2020 02:56
URI:	http://repo.setiabudi.ac.id/id/eprint/2541

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