Pengaruh Kualitas Pelayanan Terhadap Loyalitas Peserta Bpjs Kesehatan Dengan Kepuasan Emosional Sebagai Variabel Pemediasi

Budi Santoso, Slamet and -, Drs. Wiyadi, M.M., Ph.D. and -, Kussudyarsana, S.E., M.Si., Ph.D. (2022) Pengaruh Kualitas Pelayanan Terhadap Loyalitas Peserta Bpjs Kesehatan Dengan Kepuasan Emosional Sebagai Variabel Pemediasi. Thesis thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the effect of service quality on loyalty with emotional satisfaction as a mediating variable. This research is a quantitative research with correlational analytic design. The sampling technique was carried out by proportionate stratified random sampling and the sample in this study amounted to 273 respondents in Madiun Regency. The data used in this study is primary data collected through a questionnaire in the form of a google form. Data analysis used simple linear regression and intervening variable regression. The results of the study using simple linear regression analysis showed that (1) service quality had a positive and significant effect on loyalty; (2) Service quality has a positive and significant effect on emotional satisfaction; (3) Emotional satisfaction has a positive and significant effect on loyalty; (4) Service quality has a positive and significant effect on customer loyalty, which is mediated by emotional satisfaction

Item Type:	Thesis (Thesis)
Uncontrolled Keywords:	Service Quality, Emotional Satisfaction, Loyalty
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Pasca Sarjana > Magister Manajemen
Depositing User:	SLAMET BUDI SANTOSO
Date Deposited:	17 May 2022 03:54
Last Modified:	18 May 2022 04:18
URI:	http://eprints.ums.ac.id/id/eprint/99628

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