PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS DENGAN MEDIASI KEPUASAN PASIEN RAWAT INAP PADA KELUARGA SEHAT HOSPITAL PATI
ABSTRACT: The purpose
of this study
is to analysis
the effect of
service quality variable
toward patient loyalty
mediated by patients’ satisfaction in Keluarga Sehat
Hospital Pati. This study used samples of 100 respondent. Methods of collecting
data through questionnaires using a Likert scale with a purposive sampling
method. Data analysis methods used are
quantitative analysis using path analysis techniques (path analysis). The
result showed : 1) Service Quality
variable had a significant effect on patient loyality but not directly 2)
Service quality variable had a significant efeect on patient loyality. 3)
Service quality variable had a significant effect on loyality through the
mediating variable of customer loyalty. 4) Service Quality had a significant
effect on customer loyalty through customer satisfaction. This result showed
that service quality can establish customer satisfaction, patients will feel happy to get
additional service than what their expect so they will be satisfied and
will form a customer loyalty in Keluarga Sehat Hospital Pati.
Keyword: service quality ,
loyalty, and satisfaction
Penulis: Mei Gawati
Puspitasari, Mochamad Edris
Kode Jurnal: jpmanajemendd110189
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