Utomo, Satrio Cahyo (2019) PENGARUH KOMUNIKASI GETOK TULAR DAN KUALITAS PELAYANAN PADA NIAT BEROBAT ULANG YANG DIMEDIASI KEPUASAN PASIEN. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
Hospitals are complex service institutions that require good management. So, hospitals must always improve service quality in accordance with patient expectations and required to maintain the quality of service so that customers are satisfied and intend to repeat treatment in the future. This study aims to examine the effect of word of mouth communication and service quality on the intention to repeat treatment mediated by patient satisfaction at Wonogiri Amal Sehat Hospital. Data was obtained through questionnaires distributed to outpatients at Amal Sehat Wonogiri Hospital. The sampling technique used was purposive sampling with a size of 200 respondents. Hypothesis testing by analyzing structural equations (SEM). The results of this study show that patient satisfaction has a significant effect on the intention of repetitive treatment, word of mouth communication has a significant effect on patient satisfaction and on intention to repeat treatment, service quality has a significant effect on patient satisfaction. Keywords: Service Quality, Word of Mouth Communication, Patient Satisfaction, Intention to Repeat Treatment
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Word of Mouth Communication, Patient Satisfaction, Intention to Repeat Treatment |
| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi > Prodi S1 Manajemen |
| Depositing User: | Mrs NOVI HANDAYANI |
| Date Deposited: | 01 Nov 2019 03:34 |
| Last Modified: | 01 Nov 2019 03:34 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/3589 |
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