PENGARUH KUALITAS PELAYANAN LABORATORIUM TERHADAP LOYALITAS PASIEN RAWAT JALAN DENGAN KEPUASAN PASIEN SEBAGAI VARIABEL INTERVENING DI KLINIK PRATAMA MITRA MEDIKA SUKOHARJO

Lestari, Dwi (2019) PENGARUH KUALITAS PELAYANAN LABORATORIUM TERHADAP LOYALITAS PASIEN RAWAT JALAN DENGAN KEPUASAN PASIEN SEBAGAI VARIABEL INTERVENING DI KLINIK PRATAMA MITRA MEDIKA SUKOHARJO. Skripsi thesis, Universitas Setia Budi.

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Abstract

Clinical laboratory services are still an important study in clinical marketing research in improving good performance to have an impact on patient satisfaction. This study aims to examine the effect of service quality on outpatient loyalty with patient satisfaction as an intervening variable at Klinik Pratama Mitra Medika Sukoharjo. The method used in this study is collecting data using 100 questionnaires which are distributed to respondents namely outpatients Pratama Clinic Mitra Medika Sukoharjo by using a Likert scale. Sampling by Purposive Sampling. The data in this study were processed using the SPSS 21 program. Test the hypothesis stated in the relationship between variables in the research model of data analysis with normality, heteroscedasticity, multicollinearity, coefficient of determination, significant test model (F / ANOVA test) and regression coefficient tested with multilevel regression analysis (hierarchical regression). The results of the study can be concluded that patient loyalty is built from service quality variables through variable patient satisfaction as mediation / intervening. Patient loyalty can influence between service quality variables through patient satisfaction as mediation / intervening. It can be shown that from the results of the research service quality and patient satisfaction have a significant effect on loyalty. Keywords: Service quality, patient loyalty, patient satisfaction.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Service quality, patient loyalty, patient satisfaction.
Subjects: R Medicine > RA Public aspects of medicine
Divisions: Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User: Tifany Nur Arfiana
Date Deposited: 15 Oct 2019 08:44
Last Modified: 15 Oct 2019 08:44
URI: http://repository.setiabudi.ac.id/id/eprint/3254

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