PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PASIEN DAN DAMPAK KEPADA LOYALITAS PELANGGAN (Studi pada Puskesmas Pulokulon I Kabupaten Grobogan)

  • 14.05.51.0157 Prabowo Bekti Santoso
Keywords: Service Quality, Trust, Patient Satisfaction and Patient Loyalty.

Abstract

This study aims to describeand analyze the effect of service quality and trust in patient satisfaction and the impact on patient loyalty at Pulokulon 1 Health Center, Grobogan Regency. This study was conduct on patient at the Pulokulon I Health Center, Grobogan Regency. The sampling method used was purposive sampling method, and a sample of 100 respondents was obtained. The method of analysis uses multiple linear regression. Based on the analysis it can be concluded that there is a significant positive effect on service quality variables on patient satisfaction, and has a significant positive effect on service quality variables on patient loyalty. There is a significant positive effect on the variable trust in patient satisfaction and patient loyalty. There is a significant positive effect on patient satisfaction on patient loyalty. Patient satisfaction does not mediate service quality towards patient loyalty. Patient satisfaction does not mediate trust in patient loyalty.

Published
2019-03-29