Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pasien Pada Instalasi Rawat Inap RSUD Indrasari Rengat
| Main Author: | Desi Wardiati |
|---|---|
| Format: | Masters |
| Bahasa: | ind |
| Terbitan: |
Program Pascasarjana Universitas Riau
, 2020
|
| Subjects: | |
| Online Access: |
http://lib.pps.unri.ac.id//index.php?p=show_detail&id=3906 http://lib.pps.unri.ac.id//lib/minigalnano/createthumb.php?filename=../../images/docs/Desi_Wardiati.PNG.PNG&width=200 |
Daftar Isi:
- RINGKASAN DESI WARDIATI, NIM 1710246557, Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pasien Pada Instalasi Rawat Inap Rsud Indrasari Rengat. Dibimbing oleh Zulkarnain dan Any Widyatsari Penelitian dilakukan pada RSUD Indrasari Rengat. Tujuannya adalah untuk mengetahui efek langsung dari Dimensi dari Kualitas Pelayanan yaitu Tangible, Emphaty, Reliability, Responsevennes dan Assurance terhadap kepuasan dan Loyalitas Pasien . Penelitian ini mengambil Sampel sebanyak 100 orang. Variabel yang digunakan adalah Tangible, Emphaty, Reliability, Responsevennes dan Assurance terhadap Kepuasan dan Loyalitas Pasien. Data dianalisis dengan menggunakan analisis SEM (Structural Equation Modelling) yang dioperasikan melalui program Smart PLS 5.0 Hasil penelitian menunjukkan bahwa terdapat pengaruh yaitu Tangible, Emphaty, Reliability, Responsevennes dan Assurance terhadap Kepuasan Pelanggan. dan Terdapat pengaruh Tangible, Emphaty, Reliability, Responsevennes dan Assurance terhadap Loyalitas pelanggan, semakin tinggi tingkat kepuasan pasien maka akan meningkatkan loyalitas pelanggan kepada RSUD Indrasari Rengat. Kata kunci: Kepuasan Pelanggan, Kepuasan Pelanggan dan Loyalitas Pelanggan SUMMARY DESI WARDIATI, NIM 1710246557, The Effect of Service Quality on Patient Satisfaction and Loyalty in the Inpatient Installation of Rsud Indrasari Rengat. Supervised by Zulkarnain and Any Widyatsari. The study was conducted at Indrasari Rengat Regional Hospital. The aim is to determine the direct effect of the Dimensions of Service Quality, namely Tangible, Emphaty, Reliability, Responsevennes and Assurance on patient satisfaction and loyalty. This study took a sample of 100 people. The variables used are Tangible, Emphaty, Reliability, Responsevennes and Assurance for Patient Satisfaction and Loyalty. Data were analyzed using SEM (Structural Equation Modeling) analysis which was operated through the Smart PLS 5.0 program The results showed that there were influences namely Tangible, Emphaty, Reliability, Responsevennes and Assurance on Customer Satisfaction. and There is the influence of Tangible, Emphaty, Reliability, Responsevennes and Assurance on customer loyalty, the higher the level of patient satisfaction will increase customer loyalty to Indrasari Rengat Regional Hospital. Keywords: Customer Satisfaction, Customer Satisfaction and Customer Loyalty