PENGARUH MUTU PELAYANAN PADA NIAT BEROBAT ULANG YANG DIMEDIASI KEPUASAN PASIEN DI PUSKESMAS MASARAN 1 KABUPATEN SRAGEN

FATMAWATI, AURI (2015) PENGARUH MUTU PELAYANAN PADA NIAT BEROBAT ULANG YANG DIMEDIASI KEPUASAN PASIEN DI PUSKESMAS MASARAN 1 KABUPATEN SRAGEN. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Patient re-patronage intention is the final indicator of a product or service resulted from the improvement of customer retention or the decline of customer moving level. Patient re-patronage intention will increase patient visit and public health center’s revenue. This research aims at examining the effect of service quality on patient re-patronage intention mediated by patient satisfaction in Masaran Public Health Center 1 (Puskesmas Masaran 1) in Sragen Regency. The study focuses on the marketing of the public health center for improving patient satisfaction. The research applied survey method by distributing questionnaires to respondents consisting of outpatients in Masaran Public Health Center 1 (Puskesmas Masaran 1) in Sragen Regency using Likert scale. Purposive sampling technique was employed. The data of 200 respondents were analyzed with hierarchical regression analysis. The research results conclude that: (1) service quality has a significant effect on patient re-patronage intention, (2) service quality gives significant effect on patient satisfaction, (3) patient satisfaction contributes significantly on patient repatronage intention, and (4) patient satisfaction partially mediate service quality on patient re-patronage intention. Key words: service quality, patient satisfaction, patient re-patronage intention.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: service quality, patient satisfaction, patient re-patronage intention.
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 08:21
Last Modified: 09 Oct 2019 08:21
URI: http://repository.setiabudi.ac.id/id/eprint/1683

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