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

  • A.A. Sg. Ani Ariani Fakultas Ekonomi , Universitas Udayana, Bali
  • Ketut Rahyuda Fakultas Ekonomi dan Bisnis Universitas Udayana
  • Ni Wayan Sri Suprapti Fakultas Ekonomi dan Bisnis Universitas Udayana

Abstract

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.


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Published
2016-11-24
How to Cite
ARIANI, A.A. Sg. Ani; RAHYUDA, Ketut; SUPRAPTI, Ni Wayan Sri. PENGARUH ANTESEDEN KEPUASAN DAN LOYALITAS PASIEN RAWAT INAP DI RUMAH SAKIT DHARMA KERTI TABANAN. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, [S.l.], nov. 2016. ISSN 2337-3067. Available at: <https://ojs.unud.ac.id/index.php/eeb/article/view/23824>. Date accessed: 21 nov. 2024.
Section
Articles

Keywords

Service Quality, Fairness Price, Trust, Satisfaction, Customer Loyalty

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