Analisis Pengaruh Kualitas Pelayanan Kesehatan Dan Kepuasan Terhadap Loyalitas Pasien Di Rumah Sakit Gigi Dan Mulut Soelastri

Kusuma Wadani, Parahesti and -, Prof. Dr. dr. EM Sutrisna and -, imronudin, Ph.D (2023) Analisis Pengaruh Kualitas Pelayanan Kesehatan Dan Kepuasan Terhadap Loyalitas Pasien Di Rumah Sakit Gigi Dan Mulut Soelastri. Thesis thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this study was to analyze the positive effect of reliability, responsiveness, assurance, empathy, and physical evidence on satisfaction and the effect of satisfaction on patient loyalty at the Soelastri Dental and Oral Hospital. This research is a type of quantitative research. The population of this study included all patients who underwent dental and oral care at the Soelastri Dental and Oral Hospital. The sample in this study was 100 patients who underwent dental and oral care at the Soelastri Dental and Oral Hospital in July - August 2020. Data analysis used the Partial Least Square (PLS) – SEM approach with the help of SmartPLS software version 3.3.0. The results showed that (1) Reliability had an effect on patient satisfaction at RSGM Soelastri, (2) Responsiveness had no effect on patient satisfaction at RSGM Soelastri, (3) Guarantee had an effect on patient satisfaction at RSGM Soelastri, (4) Empathy had an effect on patient satisfaction at RSGM Soelastri. RSGM Soelastri, (5) Physical evidence affects patient satisfaction at RSGM Soelastri, and (6) Satisfaction affects patient loyalty at RSGM Soelastri.

Item Type:	Thesis (Thesis)
Uncontrolled Keywords:	Quality of service, patient satisfaction, patient loyalty
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics
Divisions:	Fakultas Pasca Sarjana > Magister Manajemen
Depositing User:	PARAHESTI KUSUMA WARDHANI
Date Deposited:	25 Jul 2023 03:12
Last Modified:	25 Jul 2023 03:14
URI:	http://eprints.ums.ac.id/id/eprint/113820

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