PENGARUH KUALITAS LAYANAN PASIEN RAWAT INAP TERHADAP LOYALITAS DI RUMAH SAKIT SEKAR KAMULYAN DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI

Natalia Retno Budi Utami

Abstract


Penelitian ini bertujuan untuk mengetahui permasalahan kualitas pelayanan berupa tangibles, reliability, responsiveness, assurance, dan empathy yang dirasakan kurang oleh pasien di Rumah Sakit Sekar Kamulyan sehingga dapat dilakukan perbaikan menggunakan Importance and Performance Analysis, serta pengaruhnya terhadap loyalitas, di mana loyalitas dibentuk dari kepuasan pasien melalui analisis regresi berganda (Muh. Abdurrouf, Dyah Wiji Puspita Sari, 2017). Hasil penelitian ini adalah variabel Tangibles, Empathy, dan Assurance berpengaruh secara signifikan terhadap kepuasan, sedangkan variabel Assurance berpengaruh secara signifikan terhadap loyalitas, dan variabel kepuasan berpengaruh secara signifikan terhadap loyalitas. Untuk kualitas layanan tidak ada yang harus diperbaiki, karena tidak ada yang berada di kuadran 1, sehingga secara keseluruan, semua bagus.


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DOI: https://doi.org/10.32424/jeba.v21i1.1289

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