DIDIK, KURNIYANTO (2023) PENGARUH KINERJA ORGANISASI, KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN SEBAGAI VARIABEL INTERVENING (Studi Pada RSUD dr. H Koesnadi Bondowoso). Masters thesis, Institut Teknologi Dan Sains Mandala.

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Abstract

ABSTRACT This research is motivated by problems at RSUD dr. H. Koesnadi Bondowoso, namely the fluctuating number of outpatient patients from 2018 to 2022. In addition, research gaps were still found related to service variables on satisfaction and loyalty. The purpose of this study was to determine the effect direct and indirect influence between of organizational performance, service quality and patient trust on loyalty through patient satisfaction at RSUD dr. H. Koesnadi Bondowoso. The research method used in this research is Explanatory Research with a total sample of 400 respondents with a purposive sampling technique. Data analysis technique using path analysis (path analysis) processed with SPSS v 24.0. The results showed that organizational performance, service quality and patient trust had a positive and significant effect on patient satisfaction at RSUD dr. H. Koesnadi Bondowoso. Furthermore, organizational performance, service quality, patient trust and satisfaction have a positive and significant effect on patient loyalty at RSUD dr. H. Koesnadi Bondowoso. Lastly, organizational performance, service quality and patient trust have a positive and significant effect on patient loyalty at RSUD dr. H. Koesnadi Bondowoso through satisfaction as an intervening variable. Keywords: Performance, service, trust, satisfaction and loyalty

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	MANAJEMEN-S2
Depositing User:	Handoko Triharso
Date Deposited:	10 Feb 2025 06:07
Last Modified:	10 Feb 2025 06:07
URI:	http://repo.itsm.ac.id/id/eprint/1062

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