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UEU » Journal » Magister Administrasi RS Posted by at 27/06/2022 10:06:07 • 37 Views
SERVICE QUALITY, CUSTOMER SATISFACTION, CUSTOMERTRUST, AND CUSTOMER LOYALTY INSERVICE OF PAEDIATRICPOLYCLINIC
OVER PRIVATE H HOSPITAL OF EAST JAKARTA,INDONESIACreated by :
Christian Elizar ( 20170309007 ) Ratna Indrawati; Tantri Yanuar Rahmat Syah
Subject: | LOYALITAS PELANGGAN KEPUASAN LAYANAN POLIKLINIK ANAK | Alt. Subject : | CUSTOMER LOYALTY SERVICE SATISFACTION CHILDRENS POLYCLINIC | Keyword: | customer loyalty service quality customer satisfaction customer trust |
Description:
Customer loyalty is considered as an important key to the success and profit of a hospital, so that a decrease in
the number of visits from old patients or subscribed patients in the paediatric polyclinic of Private H Hospital is
a serious problem. The purpose of this research is to determine the effect of service quality on customer loyalty
with customer satisfaction and trust as an intervening variable in the services of a paediatric polyclinic in Private
H Hospital. In this study, we used SEM method on 190 respondents to obtain the result. Here, the test results
show has met the criteria of Goodness of Fit in which the t-value of service quality to customer satisfaction is
14.71, service quality to customer trust is 16.10, service quality to customer loyalty is 2.16, customer satisfaction
to customer loyalty is 0.83, and customer trust to customer loyalty is 3.13. Customer trust significantly mediates
the effect of service quality on customer loyalty while customer satisfaction cannot serve as a mediator since
about 70% of patients at the paediatric polyclinic of Private H Hospital are National Health Insurance (JKN)
members. By maintaining customer trust through the provision of services based on hospital accreditation
standards and continuous evaluation, customer loyalty will increase as marked by the re-visit of patients even
though there are other paediatric polyclinics offering more, even customers will recommend the paediatric
polyclinic of Private H Hospital to other people
Date Create | : | 27/06/2022 | Type | : | Text | Format | : | pdf | Language | : | Indonesian | Identifier | : | UEU-Journal-11_2937 | Collection ID | : | 11_2937 |
Source : JoMA, Vol. 04, No. 02, 2020
Relation Collection: Fakultas Ilmu-Ilmu Kesehatan
Coverage : Civitas Akademika Universitas Esa Unggul
Rights : @2022 Perpustakaan Universitas Esa Unggul
Publication URL : https://digilib.esaunggul.ac.id/service-quality-customer-satisfaction-customertrust-and-customer-loyalty-inservice-of-paediatricpolyclinicover-private-h-hospital-of-east-jakartaindonesia-25812.html
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UEU-Journal-25812-11_2937.pdf - 713 KB
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[ Link of Contents]
- Journal of Multidisciplinary Academic
http://www.kemalapublisher.com/index.php/JoMA/article/view/442/443
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