PENGARUH KUALITAS PELAYANAN JASA KESEHATAN TERHADAP LOYALITAS PASIEN YANG DI MODERASI KEPUASAN PASIEN DI RUMAH SAKIT Dr. MOEWARDI

Khuluqiyah, Euis Madiihatul (2015) PENGARUH KUALITAS PELAYANAN JASA KESEHATAN TERHADAP LOYALITAS PASIEN YANG DI MODERASI KEPUASAN PASIEN DI RUMAH SAKIT Dr. MOEWARDI. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

The quality of hospital services is the degree of hospital perfection of to meet the community needs. The purpose of this study was to examine the effect of health quality services (reliability, tangibles, responsiveness, assurance, and empathy) toward the loyalty of patients at RSUD Dr. Moewardi and examine the degree of patient satisfaction as a moderating role in explaining the effect of the dimensions of the quality of health services (reliability, tangibles, responsiveness, assurance, and empathy) to the loyalty of patients at RSUD Dr. Moewardi. This study used a survey method with purposive sampling technique. The samples used were 245 patients from the whole population of patients undergoing laboratory tests at RSUD Dr. Moewardi in May 2015. The data collection technique was done by using a questionnaire. Data analysis was conducted in the form of validity test, reliability test, classic assumptions and hypothesis test. It can be concluded that the variables in this study are valid, reliable, and normally distributed data. Based on the results of the t test on multiple linear regression test showed that the quality of health services (reliability and responsiveness) has positive and significant effect on the patient loyalty. Meanwhile (tangibles, assurance, and empathy) has no positive and significant effect on the patient loyalty. Regresion moderator test analysis (MRA) patient satisfaction did not moderate the ikuality of health services (reliability, tangibles, responsiveness, and assurance) on the patient loyalty. Only one dimension that has positive and significant effect, it is empathy. Keywords: quality of health services, loyalty, satisfaction

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	quality of health services, loyalty, satisfaction
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:	10 Oct 2019 04:05
Last Modified:	10 Oct 2019 04:05
URI:	http://repo.setiabudi.ac.id/id/eprint/1697

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