PENGARUH CITRA, KUALITAS LAYANAN DAN KEPUASAN TERHADAP LOYALITAS PASIEN DI POLIKLINIK EKSEKUTIF RUMAH SAKIT DAERAH dr. SOEBANDI KABUPATEN JEMBER
Abstract: The studyaimedto
examine the effect of brand image of dr Soebandi executive polyclinic, service
quality and satisfaction to patient loyalty. There were six hypotheses were
tested with path analysis using partial least squares instrument. Data were
collected using a questionnaire. The results showed that first, second, third,
and five hypotheses were received. Brand image influenced service quality and
patient satisfaction. Analysis of direct and indirect effects indicated that
the quality of service and patient satisfaction were intervening variables in
the relationship with the brand image of an executive polyclinic to patient
loyalty. Another hypothesis were rejected.
Service quality andsatisfaction were an important mediator in the
relationship between brand image and loyalty. These findings implied that the
quality and satisfaction wereintervening variables to patient loyalty. Brand
image played an important role in changing service quality and patient
satisfaction. It would lead to better patient loyalty are higher as well.
Penulis: Nurullah
Hidajahningtyas, R. Andi Sularso, Imam Suroso
Kode Jurnal: jpakuntansidd130783
