PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN DAN KEPERCAYAAN PELANGGAN PADA LOYALITAS PELANGGAN DIRUMAH SAKIT ISLAM AMAL SEHAT SRAGEN

Cahyono, Puguh Nur (2017) PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN DAN KEPERCAYAAN PELANGGAN PADA LOYALITAS PELANGGAN DIRUMAH SAKIT ISLAM AMAL SEHAT SRAGEN. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

This research purpose to test customer satisfaction in customer loyalty with customer satisfaction and customer trust as mediation. The quality of service provided by the hospital is very influential on the patient's behavior in deciding whether to continue to use the service or not at the hospital. In taking the prospective patient's confidence by providing the best service so that patients feel satisfaction and there will be intent to loyal to the hospital. The data obtained through questionnaires are distributed to patients at the RSI Amal Sehat Sragen Hospital. Sampling technique that used is purposive sampling with a population of outpatient much as 200 respondents. Hypothesis testing is done by using Structural Equation Modeling (SEM). The results of this study indicate that service quality significantly influences customer satisfaction, service quality significantly affects customer's customer trust, customer satisfaction has significant effect on customer loyalty, and customer's trust has no significant effect on customer loyalty. Quality of service to customer loyalty with customer satisfaction and customer trust as mediation. Keywords : service quality, customer loyalty, customer satisfaction, customer trust

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Keywords : service quality, customer loyalty, customer satisfaction, customer trust
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi > Prodi S1 Manajemen
Depositing User:	Herera Gadys USB
Date Deposited:	22 Feb 2019 07:23
Last Modified:	22 Feb 2019 07:23
URI:	http://repo.setiabudi.ac.id/id/eprint/70

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