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All Journal Berkala Ilmiah Pendidikan Biologi (BioEdu) Jurnal Ilmiah Psikologi Candrajiwa Jurnal Pengembangan Rekayasa dan Teknologi Revitalisasi : Jurnal Ilmu Manajemen Teknika Jurnal Hilirisasi Technology kepada Masyarakat (SITECHMAS) e_Jurnal Ilmiah Riset Akuntansi
DIAH RAHMAWATI
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Agriculture, Biological Sciences & Forestry Biochemistry, Genetics & Molecular Biology Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Electrical & Electronics Engineering Energy Engineering Environmental Science Languange, Linguistic, Communication & Media Mechanical Engineering Social Sciences Transportation

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Journal : Revitalisasi : Jurnal Ilmu Manajemen

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ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS (Studi Kasus Pasien Rawat Jalan Di Rumah Sakit Umum Daerah Nganjuk) Diah Rahmawati; Abu Talkah
REVITALISASI : Jurnal Ilmu Manajemen Vol 6 No 1 (2017): REVITALISASI : Jurnal Ilmu Manajemen
Publisher : Universitas Islam Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (147.05 KB) | DOI: 10.32503/revitalisasi.v6i1.520

Abstract

This study specifically discusses the relationship between service quality, satisfaction and loyalty at outpatient RSUD Nganjuk. The aim of this study are : 1) To know the effect of service quality to satisfaction of the outpatients RSUD Nganjuk, 2) To know the effect of service quality to loyalty of the outpatients RSUD Nganjuk, 3) To know the effect of satisfaction to loyalty of the outpatients RSUD Nganjuk. There were 150 respondents in these research within their criteria has passing senior high school degree and more than two times taking outpatient or accompanying outopatient's at RSUD Nganjuk. The sample deciding method is purposive sampling. To gain the result as the research goal, structural equation modelling SEM were analyzed by analysis moment of structure (AMOS) and special package for statistic science (SPSS) The results shows that : 1) Service quality positive and significantly effects the satisfaction of the outpatient RSUD Nganjuk, 2) Service quality positive and significantly effects the loyalty of the outpatient RSUD Nganjuk and 3) Satisfaction positive and significantly effects the loyalty of the outpatient RSUD Nganjuk.
Co-Authors Abu Talkah Ana Fatchiyati Galih Widyarini Lila Anggraini Lintang Enggartiasto Nugraha Arif Karyanta Nur Diana Nur Diana Nur Fithria Fatma Cholida Trias Widorini Tuti Hardjajani