KETERKAITAN ANTARA KUALITAS PELAYANAN, KEPUASAN PASIEN, LOYALITAS, KEPERCAYAAN DAN WORD OF MOUTH (STUDI PADA PASIEN RAWAT JALAN RSUD PANDAN ARANG BOYOLALI)

Kusumaningtyas, Aprilia (2014) KETERKAITAN ANTARA KUALITAS PELAYANAN, KEPUASAN PASIEN, LOYALITAS, KEPERCAYAAN DAN WORD OF MOUTH (STUDI PADA PASIEN RAWAT JALAN RSUD PANDAN ARANG BOYOLALI). Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

This study discusses the relationship service quality, patient satisfaction, loyalty and trust to word of mouth outpatients. The objectives of research were to analyze the effect of service quality on patient satisfaction, the effect of patient satisfaction on patients’ word of mouth, the effect of service quality on patient loyalty, the effect of patient satisfaction on patient loyalty, the effect of patient satisfaction on trust, and the effect of patient trust on patient loyalty. This study using a questionnaire distributed to outpatients as many as 163 respondents. The sample was taken using Non Probability Sampling with purposive Sampling technique. The result of research was analyzed using Structural Equation Modeling (SEM) with Analysis Moment of Structure (AMOS) software. The results showed that service quality has positive influence on patients' satisfaction with the level of significance of p <0.05 was 0.000, patient satisfaction has positive influence on word of mouth patients with a significance level of p <0.05 was 0.000, service quality has positive influence on word of mouth patients with a significance level of p <0.05 was 0.022, the quality of service does not affect the loyalty of patients with a significance level of p> 0.05 was 0.469, patient satisfaction has positive influence on patient loyalty with a significance level of p <0.05 was 0,010, patient satisfaction positive effect on patients' trust with a significance level of p <0.05 was 0.000, and the trust of patients positive effect on patient loyalty with a significance level of p <0.05 was 0.028. Keywords: service quality, patient satisfaction, loyalty, trust, word of mouth.

Item Type:	Thesis (Tesis)
Uncontrolled Keywords:	service quality, patient satisfaction, loyalty, trust, word of mouth.
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HM Sociology R Medicine > R Medicine (General)
Divisions:	Fakultas Farmasi > Prodi S2 Farmasi
Depositing User:	magdalena kartika ningsih
Date Deposited:	16 Nov 2019 02:19
Last Modified:	16 Nov 2019 02:19
URI:	http://repo.setiabudi.ac.id/id/eprint/2200

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