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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,INDONESIA

Created by :
Christian Elizar ( 20170309007 )
Ratna Indrawati; Tantri Yanuar Rahmat Syah



SubjectLOYALITAS PELANGGAN
KEPUASAN LAYANAN
POLIKLINIK ANAK
Alt. Subject CUSTOMER LOYALTY
SERVICE SATISFACTION
CHILDRENS POLYCLINIC
Keywordcustomer 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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[ Link of Contents]
  1. Journal of Multidisciplinary Academic
    http://www.kemalapublisher.com/index.php/JoMA/article/view/442/443

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customer , customer loyalty , customer satisfaction , customer trust , loyalty , quality , satisfaction , service , service quality , trust



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