PENGARUH PERILAKU PASIEN, KUALITAS PELAYANAN DAN KEPUASAN PASIEN TERHADAP LOYALITAS PASIEN

PUTU YUNI ARTATI (Dinas Kesehatan Kabupaten Dompu)

Akademika : Jurnal Manajemen, Akuntansi, dan Bisnis
Vol 13, No 2 (2015): Agustus 2015

This research was conducted at the Dental Polyclinic General Hospital Blood Dompu. Asample of 78 patients who came to the Dental Polyclinic General Hospital Blood Dompu,and analysis tools using multiple linear regression with SPSS software, the researcherswanted to analyze the influence of patient behavior, quality of care and patient satisfactionwith patient loyalty.The results showed that the quality of service is the variable that most influence the loyalty ofpatients, with a regression coefficient of 0.6739 points. While other variables that affectpatient loyalty is the behavior of the patient and patient satisfaction with each regressioncoefficient of 0.5922 and 0.3362. These results prove that patients would prefer the DentalPolyclinic service quality and satisfaction than their behavior.Keywords: behavior, quality of service, satisfaction, loyality.