PENGARUH MEDIASI KEPUASAN PASIEN PADA HUBUNGAN KARAKTERISTIK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN
Abstract
This study aims to analyze the effect of patient characteristics and service quality and the mediating relationship of patient satisfaction on patient loyalty. Where this research was conducted at the Beringin Jaya Public Health Center. Sources of data from this study were employees at the Beringin Jaya Public Health Center Indonesia. With the number of respondents as many as 100 as the research sample. Furthermore, the data analysis techniques in the form of descriptive analysis, convergent and discriminant validity tests and reliability tests, and SEM-PLS analysis. Research results: from data that has been processed. Shows the calculation of patient characteristics has an effect on patient satisfaction, service quality has an effect on satisfaction, patient satisfaction has an effect on patient loyalty, patient characteristics negatively have no effect on patient loyalty, service quality has no negative effect on patient loyalty, patient satisfaction mediates patient characteristics on patient loyalty, Patient Satisfaction mediates Service Quality on Patient Loyalty.References
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[2] Ikram Bauk1, Abd. Rahman Kadir 2,Ariyanti Saleh3, Hubungan Karakteristik Pasien Dengan Kualitas Pelayanan : Persepsi Pasien Pelayanan Rawat Inap Rsud Majene,Di Majane:2013.
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[7] Yeni Tri Utami, Pengaruh Karakteristik Pasien terhadap Kualitas Pelayanan rawat jalan di uptd puskesmas penumping surakarta. di, surakarta: infokes, vol 8 no 1, Februari 2018.
[2] Ikram Bauk1, Abd. Rahman Kadir 2,Ariyanti Saleh3, Hubungan Karakteristik Pasien Dengan Kualitas Pelayanan : Persepsi Pasien Pelayanan Rawat Inap Rsud Majene,Di Majane:2013.
[3] Kevin Effendi, Stella Junita(2019). Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Di Uptd Puskesmas Mutiara Tahun 2019, Excellent Midwifery Journal. Vol 3 no.2.
[4] kRanda Wulaisfan1, Yulianti Fauziah1. Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien Dengan Kepuasan Pasien Sebagai Mediasi Pasien Rawat Inap Di RSU Dewi Sartika Kendari,di kendari: Window of Health : Jurnal Kesehatan, Vol. 2 No. 2 (April, 2019).
[5] Muhammad Ibnu Fajar dan Rahman Hasibuan. Pengaruh Kualitas Pelayanan dan Kepuasan pasien terhadap loyalitas pasien rawat jalan dan rawat inap di rumah sakit embung fatimah batam,Batam:2011,
[6] Muhammad Ishak, H. Ahmad Yusdarwin Waworuntu, Pengaruh Kualitas Pelayanan Pegawai Terhadap Kepuasan Pasien Puskesmas Ballaparang Kota Makassar, Makassar : 2019. Jurnal Brand, Volume 1 No. 2 Desember 2019 ISSN : 2715-4920.
[7] Yeni Tri Utami, Pengaruh Karakteristik Pasien terhadap Kualitas Pelayanan rawat jalan di uptd puskesmas penumping surakarta. di, surakarta: infokes, vol 8 no 1, Februari 2018.
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2022-12-04
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