PENGARUH KUALITAS PELAYANAN KEFARMASIAN TERHADAP LOYALITAS PASIEN RAWAT JALAN YANG DIMEDIASI KEPUASAN PASIEN DI INSTALASI FARMASI RSUD KARANGANYAR TAHUN 2015

NOMI, Frista Anesti (2016) PENGARUH KUALITAS PELAYANAN KEFARMASIAN TERHADAP LOYALITAS PASIEN RAWAT JALAN YANG DIMEDIASI KEPUASAN PASIEN DI INSTALASI FARMASI RSUD KARANGANYAR TAHUN 2015. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Global competition, every public and private hospitals provide the best service quality in order to get patient loyalty. Loyalty was obtained when patients were satisfied with the services rendered. The purpose of this study was to determine the effect of partially or simultaneous dimensions of quality pharmaceutical services to client satisfaction, service quality dimensions pharmacy to patient loyalty, as well as patient satisfaction with patient loyalty. This research was conducted by collecting data retrospectively ie direct survey by questionnaire to outpatients at the Karanganyar Hospital pharmacy. Questionnaire data were processed using SPSS 17.0, and the data was processed using path analysis with trimming model to normalize data that had not been normal. Processing data used LISREL 8.80 program for research hypothesis testing. The results of this study indicated a partial effect and simultaneous dimensions of quality pharmaceutical services to client satisfaction and loyalty of patients, but the dimensions of the hospitality clerk was not partial effect on patient loyalty and speed dimension clerk was not partial effect on satisfaction and loyalty. Values influencing the quality of service to patients were large enough to loyalty after mediated pharmacy patient satisfaction in Karanganyar Hospital. Keywords: pharmacy services, satisfaction, loyalty

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: pharmacy services, satisfaction, loyalty
Subjects: R Medicine > RA Public aspects of medicine
Divisions: Fakultas Farmasi > Prodi S1 Farmasi
Depositing User: Tifany Nur Arfiana
Date Deposited: 30 Sep 2019 04:12
Last Modified: 30 Sep 2019 04:12
URI: http://repo.setiabudi.ac.id/id/eprint/1372

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