PENGARUH KUALITAS PELAYANAN PADA LOYALITAS DAN WORD OF MOUTH (WOM) DENGAN KEPUASAN PASIEN SEBAGAI VARIABEL PEMEDIASI (Studi Kasus Pasien Rawat Inap di RSUD Poso Provinsi Sulawesi Tengah)

Satigi, Stephen Son (2014) PENGARUH KUALITAS PELAYANAN PADA LOYALITAS DAN WORD OF MOUTH (WOM) DENGAN KEPUASAN PASIEN SEBAGAI VARIABEL PEMEDIASI (Studi Kasus Pasien Rawat Inap di RSUD Poso Provinsi Sulawesi Tengah). Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

The hospital is required to improve consistently its quality in health care service aiming to provide a high-quality and standardized health care service. This improvement of health service standard and quality will make the hospital survive in the future competition. This research addressed the relationship between service quality, satisfaction, loyalty and word of mouth in the inpatients of Poso Local General Hospital of Central Sulawesi. This study was descriptive observational analysis with cross sectional design. The sample was taken using cluster sampling type of non-random sampling technique. The research was conducted by distributing questionnaire to 115 respondents; the collection of secondary data concerning the hospital and observation was conducted directly by the author. The data of research was processed using Structural Equation Modeling (SEM) analysis with Analysis Moment of Structure (AMOS) software application. The result of research showed service quality affected positively and significantly the satisfaction, service quality affected positively and significantly the loyalty, service quality affected positively and significantly the WOM, service quality affected positively and significantly the loyalty with satisfaction as a mediating variable, and service quality affected positively and significantly the word of mouth (WOM) with satisfaction as a mediating variable in inpatients of Poso Local General Hospital. Key Word : service quality, satisfaction, loyality and words of mouth (WOM

Item Type: Thesis (Tesis)
Uncontrolled Keywords: service quality, satisfaction, loyality and words of mouth (WOM
Subjects: Q Science > QP Physiology
R Medicine > RS Pharmacy and materia medica
Divisions: Fakultas Farmasi > Prodi S2 Farmasi
Depositing User: magdalena kartika ningsih
Date Deposited: 21 Feb 2020 03:06
Last Modified: 21 Feb 2020 03:06
URI: http://repository.setiabudi.ac.id/id/eprint/2592

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