MUSLIMAH, DEVI HALEN (2015) PERAN MEDIASI KEPUASAN DALAM PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PASIEN RAWAT JALAN PENGGUNA ASURANSI KESEHATAN SWASTA. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
Customer loyalty plays an important role in development of organization. This research aimed to restudy the establishment of loyalty among the patients using private insurance to hospital using service quality and satisfaction variables. This research was a quantitative research with survey method using purposive sampling technique. The sample used was 200 inpatients using private health insurance in PKU Muhammadiyah Hospital, Surakarta. The data obtained was processed using Structural Equation Modeling (SEM). The data was analyzed using AMOS 21 statistic software. The result of research showed that satisfaction affected significantly the patient loyalty, service quality (tangible, reliability, responsiveness, assurance, and empathy) affected significantly the patient loyalty, and the patient satisfaction affected significantly the service quality in confirming the patient loyalty. Keywords: service quality, tangible, reliability, responsiveness, assurance, empathy, satisfaction, loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | service quality, tangible, reliability, responsiveness, assurance, empathy, satisfaction, loyalty. |
| Subjects: | H Social Sciences > HV Social pathology. Social and public welfare |
| Divisions: | Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan |
| Depositing User: | Tifany Nur Arfiana |
| Date Deposited: | 09 Oct 2019 08:22 |
| Last Modified: | 09 Oct 2019 08:22 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/1688 |
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