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All Journal Jurnal Manajemen Dayasaing
Sri Fitriani
Program Pascasarjana Magister Manajement Universitas Muhammadiyah Surakarta
Decision Sciences, Operations Research & Management Social Sciences

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46 PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS MELALUI KEPUASAN PASIEN PENGGUNA BPJS DI RAWAT INAP RSUD Dr. MOEWARDI Sri Fitriani; Rina Trisnawati
Jurnal Manajemen Dayasaing Vol 17, No 1 (2015): Jurnal Manajemen Daya Saing
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/dayasaing.v17i1.2273

Abstract

Quality of service is a form of service provided by service providers, in this case the hospital, the quality of these services will have an impact on patient satisfaction and loyalty. This study aims to analyze the impact of service quality on patient loyalty, analyzing service quality on satisfaction, analyzing the effect of satisfaction on loyalty through the use of patient satisfaction BPJS. This research is descriptive and analytical, research in hospitals where Dr. Moewardi by taking a sample of 100 patients BPJS use. Data analysis techniques used by path analysis. The results showed: The quality of service has an influence on loyalty (p-value = 0.000), quality of service has an influence on loyalty (p-value = 0.000), patient satisfaction has an influence on loyalty p-value = 0.010), quality of service has not mengaruh directly to the loyalty of patients through patient satisfaction (p-value = 0.275).
Co-Authors Rina Trisnawati