PENGARUH KUALITAS PELAYANAN KEFARMASIAN TERHADAP LOYALITAS PASIEN RAWAT JALAN YANG DIMEDIASI KEPUASAN PASIEN DI IFRSUD dr. SOEHADI PRIJONEGORO SRAGEN PERIODE FEBRUARI-MARET TAHUN 2016

TOHPATI, Gusti Bagus Brimob (2016) PENGARUH KUALITAS PELAYANAN KEFARMASIAN TERHADAP LOYALITAS PASIEN RAWAT JALAN YANG DIMEDIASI KEPUASAN PASIEN DI IFRSUD dr. SOEHADI PRIJONEGORO SRAGEN PERIODE FEBRUARI-MARET TAHUN 2016. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Customer loyalty is one of the important factors in business competition nowaday, which to earn the consumer loyalty needs customer satisfaction in using of goods or services. This study was conducted to investigate the effect of partially and simultaneously between pharmaceutical services to the loyalty of outpatient and to know the effect the quality of pharmaceutical services to the loyalty of the outpatient at the dr. Soehadi Prijonegoro Hospital Sragen pharmacy with the patient satisfaction as a mediator. The sampling procedure was total sampling with purposive method. The data obtained from the distribution of questionnaires which was collected from the outpatient in Soehadi Prijonegoro Sragen District Hospital pharmacy. The data were analyzed using SPSS software and tested by LISREL program using path analysis method with the trimming model. The results of this research indicated that attendant speed and physical appearance were partially affected on satisfaction. Drug services, drug availability, attendant speed and physical appearance are partially affected on loyalty, as well as the whole pharmaceutical services were affected simultaneously on patient satisfaction and loyalty. The results of this research also indicated there was a considerable influence on patient satisfaction to create loyalty in the use of pharmaceutical services at the dr. Soehadi Prijonegoro Sragen District Hospital pharmacy. Keywords: loyalty, satisfaction, pharmaceutical services

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: loyalty, satisfaction, pharmaceutical services
Subjects: R Medicine > RA Public aspects of medicine
Divisions: Fakultas Farmasi > Prodi S1 Farmasi
Depositing User: Tifany Nur Arfiana
Date Deposited: 30 Sep 2019 04:13
Last Modified: 30 Sep 2019 04:13
URI: http://repository.setiabudi.ac.id/id/eprint/1377

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