KETERKAITAN ANTARA KUALITAS PELAYANAN, PERCEIVED VALUE, KEPUASAN DENGAN LOYALITAS DAN WORD OF MOUTH (Studi Pada Rumah Sakit Nirmala Suri Sukoharjo)

ASRI, MUHAMMAD (2014) KETERKAITAN ANTARA KUALITAS PELAYANAN, PERCEIVED VALUE, KEPUASAN DENGAN LOYALITAS DAN WORD OF MOUTH (Studi Pada Rumah Sakit Nirmala Suri Sukoharjo). Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

This study discusses the relationship between service quality, perceived value, satisfaction with loyalty and word of mouth, in Nirmala Sukoharjo Suri hospitals. The aims of this study was to examine the relationship between service quality, perceived value, satisfaction with loyalty and word of mouth. The method used in this study is a descriptive survey method using questionnaires and direct interviews. Population of this research is patients of Nirmala Suri hospital. Sampling methods performed are non-probability sampling method with purposive sampling by 170 respondents. The hypothesis testing using analysis of Structural Equation Modeling (SEM) by software applications of analysis Moment Structure (AMOS 6). The results showed that service quality affect positive and a significant on satisfaction, service quality affect positive and a significant on loyalty, quality service affect positive and a significant on perceived value, perceived value affect positive and a significant on word of mouth, satisfaction affect positive and significant on loyalty, and a satisfaction affect positive and significant on word of mouth. While not a significant variable is perceived value on satisfaction. Keywords : service quality, perceived value, loyalty, word of mouth, satisfaction.

Item Type:	Thesis (Tesis)
Uncontrolled Keywords:	service quality, perceived value, loyalty, word of mouth, satisfaction.
Subjects:	L Education > L Education (General) 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 03:02
Last Modified:	21 Feb 2020 03:02
URI:	http://repo.setiabudi.ac.id/id/eprint/2581

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