PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS DENGAN KEPUASAN PASIEN SEBAGAI VARIABEL INTERVENING DI KLINIK SYIFA MEDICAL CENTER

Nurul Aini Fadhila, Diansyah Diansyah

Abstract


ABSTRAK

Tujuan dari penelitian ini untuk pengaruh kualitas pelayanan dan kepercayaan terhadap loyalitas dengan kepuasan pasien sebagai variabel intervening di Klinik Syifa Medical Center. Data yang digunakan dalam penelitian ini yaitu data primer yang diperoleh dari hasil penyebaran kuesioner. Adapun yang menjadi sampel dalam penelitian ini yaitu sebanyak 100 pasien rawat jalan, dengan teknik pengambilan sampel menggunakan purposive sampling. Teknik analisis data yang digunakan dalam penelitian ini yaitu Structural Equation Modeling-Partial Least Square (SEM-PLS) dengan menggunakan software SmartPLS versi 3. Hasil penelitian menunjukan ada pengaruh kualitas pelayanan terhadap loyalitas, ada pengaruh kepercayaan terhadap loyalitas, ada pengaruh Kepuasan pasien terhadap loyalitas, ada pengaruh kualitas pelayanan terhadap Kepuasan, ada pengaruh kepercayaan terhadap kepuasan pasien, kualitas pelayanan berpengaruh terhadap loyalitas melalui Kepuasan pasien, Kepercayaan berpengaruh terhadap loyalitas melalui Kepuasan pasien.

Kata Kunci : Kualitas Pelayanan, Kepercayaan, KepuasanPasien, Loyalitas Pasien

 

ABSTRAKS

The purpose of this study is to influence service quality and trust in loyalty with patient satisfaction as an intervening variable at the Syifa Medical Center Clinic. The data used in this study are primary data obtained from the results of questionnaires. The sample in this study is 100 outpatients, with the sampling technique using purposive sampling. The data analysis technique used in this study is Structural Equation Modeling-Partial Least Square (SEM-PLS) using SmartPLS version 3 software. The results show that there is an effect of service quality on loyalty, there is an influence of trust on loyalty, there is an effect of patient satisfaction on loyalty , there is an influence of service quality on satisfaction, there is influence of trust on patient satisfaction, service quality influences loyalty through patient satisfaction, trust influences loyalty through patient satisfaction.

Keywords: Service Quality, Trust, Patient Satisfaction, Patient Loyalty


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References


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