KUALITAS LAYANAN BERPENGARUH TERHADAP KEPUASAN DAN LOYALITAS PASIEN DIRUMAH SAKIT MEDIKA PERMATA HIJAU JAKARTA BARAT

Lili Nurlitasari, Tantri Yanuar R. Syah

Sari


ABSTRACT The purpose of this study was to determine the effect of service quality on satisfaction and loyalty of patients in hospitalized patients in Medika Permata Hijau Hospital . The population in this study were all patients who had undergone hospitalization. Method of sampling done by purposive sampling method with the number of respondents was 170 respondents. Research hypothesis testing using analysis of Structural Equation Modeling ( SEM ) . The results showed that the quality of service and signifikanterhadap positive influence patient satisfaction , patient satisfaction is positive and significant impact on patient loyalty , and quality of service no direct impact on patient loyalty . Keywords : Quality Service, Satisfaction , Loyalty   ABSTRAK Tujuan dari penelitian ini adalah, untuk mengetahui pengaruh dari kualitas layanan terhadap kepuasan dan loyalitas pasien pada pasien rawat inap di Rumah Sakit Medika Permata Hijau. Populasi dalam penelitian ini adalah semua pasien yang pernah menjalani rawat inap. Metode penentuan sampel dilakukan dengan metode purposive sampling dengan jumlah responden sebanyak 170 orang  responden. Pengujian hipotesis  penelitian dengan menggunakan analisis Structural Equation Modeling (SEM). Hasil penelitian menunjukan bahwa kualitas layanan berpengaruh positif dan signifikanterhadap kepuasan pasien, Kepuasan pasien berpengaruh positif dan signifikan terhadap loyalitas pasien, dan kualitas layanan tidak berpengaruh langsung terhadap loyalitas pasien.   Kata kunci : Kualitas layanan, Kepuasan, Loyalitas

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