Tri Marga Wulan, Avysia and -, Drs. Wiyadi, M.M., Ph.D and -, Dr.dr. Iwan Setiawan Adji,Sp.THT-KL (2025) Pengaruh Kualitas Pelayanan dan Kepercayaan Pasien Terhadap Loyalitas Pasien dengan Kepuasan Sebagai Mediasi diKlinik Pratama Wahyu Agra Medika. Thesis thesis, Universitas Muhammadiyah Surakarta.
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Abstract
This study aims to analyze the influence of service quality and patient trust on patient loyalty, with satisfaction as a mediating variable at the Wahyu Agra Medika Primary Clinic. The research employs a quantitative method with a survey approach, involving 203 respondents who completed a questionnaire regarding their perceptions of service quality, trust, satisfaction, and loyalty. Data were analyzed using Structural Equation Modeling (SEM). The results show that service quality has a positive and significant effect on patient satisfaction, and trust has a positive and significant effect on both satisfaction and patient loyalty. However, service quality does not have a direct significant effect on patient loyalty, although it is partially mediated by satisfaction. Additionally, satisfaction was proven to have a significant effect on patient loyalty. Future researchers are advised to conduct further studies in various healthcare facilities with additional variables such as price and accessibility. Keywords: Service_quality, Trust, Satisfaction, Patient_loyalty
| Item Type: | Thesis (Thesis) |
|---|---|
| Uncontrolled Keywords: | Service_quality, Trust, Satisfaction, Patient_loyalty |
| Subjects: | R Medicine > 1 Medicine (General) R Medicine > 1 Medicine (General) > Hospital |
| Divisions: | Fakultas Ekonomi dan Bisnis > S2 Manajemen |
| Depositing User: | AVYSIA TRI MARGA WULAN |
| Date Deposited: | 20 Feb 2025 01:52 |
| Last Modified: | 20 Feb 2025 01:53 |
| URI: | http://eprints.ums.ac.id/id/eprint/132497 |
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