The influence of service quality towards patient loyalty  

Oleh:

Suwani

Jenis: Article from Proceeding
Dalam koleksi: Proceeding IConEnt 2016 (International Conference on Entrepreneurship) : How Innovation could Improve the Performance and Productivity in Entrepreneurship?, page 1-10.
Topik: service quality; patient trust; patient satisfaction; patient loyalty
Fulltext: Suwani.pdf (186.96KB)

Isi artikel

In line with the development of knowledge and technology, people begin to realize the important of health. One of health care services among society is the clinic. From data it is shown that the number of patients coming to Viva Medika clinic is declining, less loyal patients, and this becomes the research question. This research has the objective to conduct further analysis the influence of variables of service quality to trust and patient satisfaction, patient trust and patient satisfaction towards patient loyalty, influence the quality of the patient directly to the loyalty of patients, and analyze whether the patient trust and patient satisfaction as intermediary variable. There was used the technique of data collection to find data in solving problem, In this research primary data was found by distributing questionnaires to the patients that came for treatment of at least twice, and analyze with statistical software. The analysis result showed that the number of 190 respondents consisted of 117 women and 73 men. Submitted 5 hypothesis research, service quality, patient trust, and patient satisfaction, had positive and significant effects on the variable of patient loyalty. Analysis result shows that there are four hypotheses were accepted, that the quality of service to build trust of patients, the quality of services increase patient satisfaction, patient trust increase patient loyalty and patient satisfaction increase patient loyalty, while the quality of the patient does not directly affect patient loyalty, but trust and patient satisfaction is as full mediation.

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