CD Tesis

Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Implikasinya Loyalitas Pasien Rawat Jalan Di Poliklinik Bedah Saraf Rsud Dr. Doris Sylvanus Palangkaraya

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This study aims to analyze and examine the effect of service quality and trustworthiness on the satisfaction implications of outpatient loyalty in neurosurgery polyclinic RSUD dr. Doris Sylvanus Palangkaraya. The population in this study were outpatient neurosurgery polyclinic who had been treated at dr. Doris Sylvanus Palangkaraya. The sampling technique used was non-probability sampling with a sample size of 120 respondents. Data analysis used path analysis with the help of the SPSS program.
The results of this study indicate that service quality has a significant and positive direct effect on satisfaction and loyalty, trust has a significant and positive direct effect on satisfaction and loyalty, satisfaction has a significant and positive direct effect on loyalty. Indirectly, satisfaction has a positive and significant effect on service quality on loyalty and satisfaction has a positive and significant effect on trust and loyalty. For this reason, the hospital must be able to improve the quality of service, trust for the realization of patient satisfaction and loyalty.
Keywords : Service Quality, Trust, Satisfaction, Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 221 (0001)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2021

Deskripsi Fisik

xv, 127 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 221 (0001)

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

Lampiran Berkas

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