The Effect of Service Quality, Doctor Interpersonal Communication, and Customer Relationship Management on Patient Loyalty with Patient Satisfaction as A Mediation at RSUBUDI Rahayu Pekalongan

Jefly Mandala Putra (Universitas Pancasakti Tegal)
Suliyanto (Universitas Pancasakti Tegal)
Gunistiyo (Universitas Pancasakti Tegal)
Aminul Fajri (Universitas Pancasakti Tegal)

PERMANA : Jurnal Perpajakan, Manajemen, dan Akuntansi
Vol 14 No 2 (2022): August

The aims of this research were to the effect of service quality on patient satisfaction, the effect of doctor's inter­per­so­nal communication on patient satisfaction, the influence of customer relationship management on patient satisfaction, the effect of service quality on patient loyalty, the effect of doctor's interpersonal communication on patient loyalty, the effect of customer relationship management on patient lo­yal­ty, the effect of patient satisfaction on patient loyalty, the effect of service quality on patient loyalty with patient satisfaction as a mediator, the effect of interpersonal com­mu­nication of doctors on patient loyalty to patient satis­fac­ti­on as a mediator, the effect of customer relationship mana­ge­ment on patient loyalty is patient satisfaction as a me­dia­tor. The population in this study were all inpatients at RSU Bu­di Rahayu Pekalongan. The number of inpatients at Budi Ra­hayu Hospital in Pekalongan in October 2022 was 450 pati­ents. The sampling technique used was purposive samp­li­ng. The technique used to collect data in this study is a qu­es­tionnaire. The data analysis method of this research is to test the validity and reliability of the instrument, descriptive statistics, and quantitative analysis.