Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Pasien Yang Dimoderasi oleh Switching Cost (Studi Pada RSUD Dr. Soegiri Di Kabupaten Lamongan)

Ariefin, Mesra Surya (2019) Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Pasien Yang Dimoderasi oleh Switching Cost (Studi Pada RSUD Dr. Soegiri Di Kabupaten Lamongan). Magister thesis, Universitas Brawijaya.

Abstract

Penelitian ini bertujuan untuk menguji dan menganalisa pengaruh core service quality dan Peripheral service quality terhadap kepuasan dan loyalitas pasein yang dimoderasi oleh switching cost di RSUD dr. Soegiri Lamongan. Jumlah sampel dalam penelitian ini sebanyak 36 pasien RSUD Dr. Soegiri Lamongan. Teknik pengumpulan data menggunakan kuesioner, wawancara, dan kajian pustaka. Analisis data uji statistik yang digunakan pada penelitian ini adalah SEM (Structural Equation Modeling ) dengan menggunakan sofware PLS (Partial Least Square). Hasil penelitian ini menunjukkan bahwa core service quality dan peripheral service quality berpengaruh signifikan terhadap kepuasan pasien. Core service quality tidak berpengaruh signifikan secara langsung terhadap patient loyalty. Peripheral service quality berpengaruh signifikan terhadap patient loyalty. Patient satisfaction berpengaruh signifikan terhadap patient loyalty. Patient satisfaction berperan sebagai mediasi sempurna dari core service quality terhadap patient loyalty. Patient satisfaction tidak berperan sebagai mediasi peripheral service quality terhadap patient loyalty. Switching cost tidak memperkuat hubungan patient satisfaction dan patient loyalty.

English Abstract

The study aim is to examine and analyze the effect of core service quality and peripheral service quality on patient’s satisfaction and loyalty at Dr. Soegiri Public Hospital in Lamongan with the moderation of switching costs. The data collected of this study was 36 patients at Dr. Soegiri Lamongan. The data collecting technique used are questionnaires, interviews, and literature studies. In order to analyze statistical test data, the researcher applies SEM (Structural Equation Modeling) using PLS (Partial Least Square) software. The results of this study indicate that core service quality and peripheral service quality have a significant effect on patient satisfaction. On the other hand, Peripheral service quality has a significant effect, as well as; Patient satisfaction plays a perfect role as a mediation of the core service quality towards patient loyalty. However, Patient satisfaction does not act as a mediator for peripheral service quality on patient loyalty. While, Switching costs do not strengthen the relationship between patient satisfaction and loyalty.

Other obstract

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Item Type:	Thesis (Magister)
Identification Number:	TES/658.834 3/ARI/p/2019/041901961
Uncontrolled Keywords:	SERVICE QUALITY , CUSTOMER SATISFACTION
Subjects:	600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions
Divisions:	S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis
Depositing User:	Endang Susworini
Date Deposited:	15 Jan 2020 02:45
Last Modified:	03 Dec 2021 02:57
URI:	http://repository.ub.ac.id/id/eprint/177923

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