PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP LOYALITAS PASIEN RAWAT JALAN YANG DIMEDIASI DENGAN KEPUASAN (Studi Kasus Laboratorium Klinik RSUD Kota Surakarta)

Yogawati, Hervina Astri (2016) PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP LOYALITAS PASIEN RAWAT JALAN YANG DIMEDIASI DENGAN KEPUASAN (Studi Kasus Laboratorium Klinik RSUD Kota Surakarta). Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

With rapid advancements in various fields, hospitals are required to maintain patients’ trust by improving service in order to raise patients’ satisfaction and agitate for patients’ loyalty. This study aims at investigating the influence of service quality on satisfaction and loyalty, satisfaction on loyalty, and service quality and tariff on satisfaction as mediator towards patients’ loyalty. Purposive sampling technique was applied in this research. This is a type of sampling technique with certain criteria. Data obtained from questionnaires were processed using SPSS 17.0 program and were later analyzed using Path analysis with trimming model to normalize data. The data processing used LISREL 8.80 program to examine research hypotheses. The research results indicate negative influence of service quality on satisfaction (ρx1y1= -0.19) and loyalty (ρx1y2= -0.21) of patients, positive influence of tariff on satisfaction (ρx2y1= 0.48) and loyalty (ρx2y2= 0.60) of patients and positive influence of satisfaction on loyalty (ρy1y2= 0.53) of patients. Service quality at clinical laboratory and tariff with satisfaction as mediator can improve outpatients’ loyalty at Regional Public Hospital of Surakarta. Keywords: Service quality, tariff, satisfaction, loyalty.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Service quality, tariff, satisfaction, loyalty.
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User: Tifany Nur Arfiana
Date Deposited: 10 Oct 2019 08:20
Last Modified: 10 Oct 2019 08:20
URI: http://repository.setiabudi.ac.id/id/eprint/1850

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