PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN UMUM RSUD SUNGAI DAREH DENGAN KEPUASAAN PASIEN SEBAGAI VARIABEL INTERVENING

Indah Zil Arsy S, Henryanto Abaharis and Mariani St.B Tanjung

No dqgjw, OSF Preprints from Center for Open Science

Abstract: This study aims to find out and analyze how much influence Quality of Service (X) consists of 5 research variables namely Tangible, Reliability, Responsiveness, Assurance and Emphaty on patient loyalty (Y) with satisfaction (z) in the dareh River Hospital, using the method Data collection is in the form of a questionnaire of 100 respondents. In analyzing the data using validity, reliability, and classic assumption tests, namely normality, multicollinearity and heteroscedasticity. The analytical method used is multilevel linear regression analysis. While for testing the hypothesis, namely the F test, T test, R2 determinant coefficient and path analysis test (Path analysis) using SPSS tools. The results showed that the Tangible variable had no effect on patient loyalty in Sungai dareh Hospital, Reliability variable did not affect the loyalty of Sungai dareh Hospital, the responsiveness variable did not affect patient loyalty in the Sungai dareh Hospital Assurance variable did not affect patient loyalty in RSUD Sungai dareh variables Empathy has no effect on patient loyalty in Sungai dareh Hospital. Based on the results of multilevel linear regression testing, it was found that Service Quality variables consisting of Tangible, Reliability, Responsiveness, Assurance and Empathy did not have a significant effect on patient loyalty.

Date: 2019-11-19
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:dqgjw

DOI: 10.31219/osf.io/dqgjw

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