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All Journal Pendidikan Geografi Menara Ilmu Jurnal Ekonomi dan Bisnis Dharma Andalas Jurnal Menara Ekonomi : Penelitian dan Kajian Ilmiah Bidang Ekonomi Jurnal Ekonomika Dan Bisnis Jurnal Pengabdian Masyarakat Dharma Andalas JEBD Journal of Business Economics and Management New Economy
Nofri Yendra
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Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Astronomy Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering

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Journal : Menara Ilmu

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DAMPAK DIMENSI SERVQUAL TERHADAP KEPUASAN PASIEN, KOMUNIKASI WORD OF MOUTH, DAN REPURCHASE INTENTIONS PADA RUMAH SAKIT SWASTA DIKOTA PADANG Haryeni, Haryeni; Yendra, Nofri
Menara Ilmu Vol 14, No 2 (2020): VOL. XIV NO. 2 JANUARI 2020
Publisher : LPPM Universitas Muhammadiyah Sumatera Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31869/mi.v14i2.1750

Abstract

This study aims to determine: Effect of Servqual Dimension (Responsiveness) on Patient Satisfaction, Effect of Servqual Dimension on Patient Satisfaction, Effect of Servqual Dimension (Assurance) on Patient Satisfaction, Effect of Servqual Dimension (Reliability) affect on Patient Satisfaction, Effect of Servqual Dimension (Tangible) influence on Patient Satisfaction, Effect of Patient Satisfaction on Repurchase Intentions, Effect of Patient Satisfaction on WOM Communication, Effect of WOM Communication on Repurchase Intentions. The population in this study is the population of the city of Padang /consumers who has been used services at three Private Hospitals in the city of Padang, namely the Citra Bunda Public Hospital Medical Center, Ibnu Sina Islamic General Hospital and Siti Rahmah Hospital. The number of research samples used were 138 respondents. Sampling technique using accidental sampling. The data analysis technique used in testing the hypothesis of this study is SEM analysis using the Partial Least Square (PLS) program. The results showed that Assurance had a significant effect on Satisfaction, Empathy had no significant effect on Satisfaction, Reliable had no significant effect on Satisfaction, Responsibility had a significant effect on Satisfaction, Tangible had no significant effect on Satisfaction, Satisfaction had a significant effect on Repurchase Intentions, Satisfaction had no significant effect on Communication WOM, WOM communication has no significant effect on Repurchase intentions. The R-square value of the Servqual dimension variable has an effect on Satisfaction of 53.3%, the satisfaction variable has an effect on the repurchase intentions variable of 53.9% and the Repurchase Intentions variable has an effect on the WOM Communication of 41.4%. Keywords: ServQual, Patient Satisfaction, Repurchase Intentions, WOM Communication
Co-Authors ., Yentisna A, Saadi Maimun Agus, Taufik Alfito Firnando Yunus Alvin Alfian, Yofina Mulyati, Delroza, Yeni Fitri, Mellya Eka Yanti Haryeni Haryeni Haryeni Haryeni, Haryeni Hasnita, Rita Sri Idwar, Idwar Intan Permata Sari Kamila, Zahra Lasti Yossi Hastini Marnia Sarah Mawadah, Aulia Mohammad Abdilla Muhammad Khalbi Mulyati, Yofina Nefilinda Nefilinda Prima Yulianti Rahmad Kurniawan Rahman, Ardi Abdillah Rahmasari, Nisya Cesaryani Rajunas, Rajunas Resnawanti Riski, Tri Rachmat Rismanda, Rachyta Rizki, Tri Rahmad Saputra, Albi Siska Lusia Putri Slamet M.Pd Rianto Yan Fitri, Mellyna Eka Yenni Del Rosa