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Prabowo Bekti Santoso, 14.05.51.0157
Students' Journal of Economic and Management
Economics, Econometrics & Finance

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PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PASIEN DAN DAMPAK KEPADA LOYALITAS PELANGGAN (Studi pada Puskesmas Pulokulon I Kabupaten Grobogan) Prabowo Bekti Santoso, 14.05.51.0157
Students' Journal of Economic and Management Vol 8 No 1 (2019): VOL. 8 NO. 1 APRIL 2019
Publisher : Students' Journal of Economic and Management

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Abstract

This study aims to describeand analyze the effect of service quality and trust in patient satisfaction and the impact on patient loyalty at Pulokulon 1 Health Center, Grobogan Regency. This study was conduct on patient at the Pulokulon I Health Center, Grobogan Regency. The sampling method used was purposive sampling method, and a sample of 100 respondents was obtained. The method of analysis uses multiple linear regression. Based on the analysis it can be concluded that there is a significant positive effect on service quality variables on patient satisfaction, and has a significant positive effect on service quality variables on patient loyalty. There is a significant positive effect on the variable trust in patient satisfaction and patient loyalty. There is a significant positive effect on patient satisfaction on patient loyalty. Patient satisfaction does not mediate service quality towards patient loyalty. Patient satisfaction does not mediate trust in patient loyalty.
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