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PENGARUH ANTESEDEN KEPUASAN DAN LOYALITAS PASIEN RAWAT INAP DI RUMAH SAKIT DHARMA KERTI TABANAN

E-Jurnal Ekonomi dan Bisnis

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Title PENGARUH ANTESEDEN KEPUASAN DAN LOYALITAS PASIEN RAWAT INAP DI RUMAH SAKIT DHARMA KERTI TABANAN
 
Creator Ariani, A.A. Sg. Ani
Rahyuda, Ketut
Suprapti, Ni Wayan Sri
 
Subject Service Quality, Fairness Price, Trust, Satisfaction, Customer Loyalty
 
Description This study aims to investigate the influence of service quality and fairness of the price of the trust, determine the effect of trust on satisfaction and loyalty relationship with patient inpatient hospital Dharma Kerti. The population in this study were patients who never felt inpatient services at hospitals Dharma Kerti. The sample was 175 respondents using purposive sampling sampling technique. Data processing and hypothesis testing in this study used analysis techniques Structural Equation Modelling (SEM) using AMOS 16 and SPSS Statistics 17.0. The results showed that 1) Quality of service is significant positive effect on confidence, 2) Fairness price significant positive effect on trust, 3) Belief significant positive effect on satisfaction, 4) Customer satisfaction significant positive effect on loyalty. Recommended to the Management of RS Dharma Kerti always strive to maintain and improve service quality, especially aspects of responsiveness, reliability and empathy, so it can be featured on the service in the hospital.
 
Publisher E-Jurnal Ekonomi dan Bisnis Universitas Udayana
 
Date 2016-11-24
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ojs.unud.ac.id/index.php/EEB/article/view/23824
 
Source E-Jurnal Ekonomi dan Bisnis Universitas Udayana; VOLUME.05.NO.10.TAHUN 2016
 
Language eng
 
Relation https://ojs.unud.ac.id/index.php/EEB/article/view/23824/16201