Pengaruh Kualitas Pelayanan terhadap Loyalitas Pasien melalui Kepuasan Pasien Rawat Jalan Pemegang Kartu BPJS di RSUD Salatiga

SULISTYO, DWI (2016) Pengaruh Kualitas Pelayanan terhadap Loyalitas Pasien melalui Kepuasan Pasien Rawat Jalan Pemegang Kartu BPJS di RSUD Salatiga. Other thesis, Universitas Sebelas Maret.

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    Abstract

    This research is motivated by the overflow of BPJS patients in RSUD Salatiga. Many factors affect this, one of them is the quality of service. Quality of care can affect variety of things including patient loyalty. Therefore, the author investigated the influence of these factors on the BPJS patient by adding a mediating variable that is patient satisfaction. This study aims to determine whether or not the influences of service quality to patient loyalty through the satisfaction of BPJS patient in RSUD Salatiga. The method used in this research is quantitative with a population of BPJS outpatients in RSUD Salatiga polyclinic, taking sample of 100 patients. Data were collected through questionnaire and then the data was processed using SPSS 21. Results from this study showed that service quality affects patient loyalty and patient satisfaction significantly with the results of the partial regression test each dependent variable which in this case were loyalty and satisfaction. Meanwhile based on the simultaneous regression test, it can also be concluded that the quality of service and patient satisfaction significantly affect patient loyalty. The test results of path analysis showed that there was no effect of mediation in this study. Keywords: Quality of Service, Patient Loyalty and Patient Satisfaction.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Fakultas Ilmu Sosial dan Ilmu Politik
    Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Administrasi Negara
    Depositing User: Cantya Dyana Larasati
    Date Deposited: 06 Dec 2016 10:44
    Last Modified: 06 Dec 2016 10:44
    URI: https://eprints.uns.ac.id/id/eprint/30942

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