PERAN MEDIASI CUSTOMER RELATIONSHIP MANAGEMENT PADA PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN (Studi pada Pasien Rawat Jalan RS PKU Muhammadiyah Surakarta)

Salsabila, Zulfa Zahra (2016) PERAN MEDIASI CUSTOMER RELATIONSHIP MANAGEMENT PADA PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN (Studi pada Pasien Rawat Jalan RS PKU Muhammadiyah Surakarta). Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Hospital is a service industry that works to improve human health. Hospitals can survive if it has a loyal patient (customer loyalty). Patient loyalty can be influenced by the quality of good service and can be affected also by customer relationship management (CRM). The study aims at examining the effect of service quality to patient loyalty mediated by customer relationship management (CRM) in outpatients at the hospital PKU Muhammadiyah Surakarta. This study uses survey method, with quantitative techniques. Purposive sampling method. Used as a sample 190 respondents. The data obtained were analyzed using structural equation modeling (SEM) with AMOS program. Based on the test results of SEM analysis indicate where service quality affect the loyalty of patients with significant levels of less than 0.05, the quality of services also affect the CRM with a significant level of less than 0.05, while CRM has no effect on the loyalty of patients with significantly more than 0.05. It can be concluded that CRM does not mediate the impact of service quality on patient loyalty. Keywords : Service Quality, Patient Loyality, Customer Relationship Management

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Service Quality, Patient Loyality, Customer Relationship Management
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 08:25
Last Modified: 10 Oct 2019 08:25
URI: http://repository.setiabudi.ac.id/id/eprint/1881

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