CD Tesis

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pasien Pada Instalasi Rawat Inap Rsud Indrasari Rengat

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The study was conducted at Indrasari Rengat Regional Hospital. The aim is to determine the direct effect of the Dimensions of Service Quality, namely Tangible, Emphaty, Reliability, Responsevennes and Assurance on patient satisfaction and loyalty. This study took a sample of 100 people. The variables used are Tangible, Emphaty, Reliability, Responsevennes and Assurance for Patient Satisfaction and Loyalty. Data were analyzed using SEM (Structural Equation Modeling) analysis which was operated through the Smart PLS 5.0 program
The results showed that there were influences namely Tangible, Emphaty, Reliability, Responsevennes and Assurance on Customer Satisfaction. and There is the influence of Tangible, Emphaty, Reliability, Responsevennes and Assurance on customer loyalty, the higher the level of patient satisfaction will increase customer loyalty to Indrasari Rengat Regional Hospital.

Keywords: Customer Satisfaction, Customer Satisfaction and Customer Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0010)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2020

Deskripsi Fisik

xii, 99 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0010)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

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