BARRANG, VERONIKA (2014) PENGKAJIAN PENGARUH KEHANDALAN PELAYANAN TERHADAP LOYALITAS DENGAN MEDIASI KEPUASAN PASIEN RAWAT JALAN DI RS. STELLA MARIS MAKASSAR. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
The aim of this study is testing about the influence of client service reliability assessment toward loyalty satisfaction with outpatient mediation in Stella Maris Makassar Hospital. The hospital’s service is still an important study in marketing research hospitals in improving patient satisfaction / loyalty customer impact. The method used in this study is collecting data using questionnaires were distributed to 180 respondents, outpatients Stella Maris Makassar hospital is using a Likert’s scale. Sampling is purposive sampling. Data in this study were processed using SPSS 11.5. the hypothesis test stated in the relationship between variables in the research model test data analysis with multicollinearity, the coefficient of determination, the significance test (F test / ANOVA) model and regression coefficients were tested with multilevel regression analysis (regression hierarchical). The results of this study can be sumerised that patient loyalty could be built from variable reliabilities through variable satisfactions as mediating / intervening. It should be notified that the result of the study must be found in all variables Hypothesis I, Hypothesis II Hypothesis III, and Hypothesis IV. Key words; Reliability of service, loyalty, patient satisfaction.
| Item Type: | Thesis (Skripsi) |
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| Uncontrolled Keywords: | Reliability of service, loyalty, patient satisfaction. |
| Subjects: | B Philosophy. Psychology. Religion > B Philosophy (General) L Education > L Education (General) R Medicine > R Medicine (General) |
| Divisions: | Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan |
| Depositing User: | magdalena kartika ningsih |
| Date Deposited: | 21 Feb 2020 03:28 |
| Last Modified: | 21 Feb 2020 03:28 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/2694 |
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