HUBUNGAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING DALAM PELAYANAN KESEHATAN (STUDI KASUS DI RUMAH SAKIT YARSI PONTIANAK)

Abstract

Increasing of hospitals Pontianak city providing freedom for the community to choose of health services in accordance needs and desires. Patient loyalty is a necessary condition for maintain existence of private hospitals and influenced level of quality of service provided. Factors that are not less important to influence loyalty satisfaction with the service received. aims study analyze the direct influence of service quality on patient loyalty and the influence of service quality on patient loyalty through satisfaction. This research method with descriptive approach which analyzed by path analysis. Samples used as respondents as many as 100 respondents were taken with incidental sampling. The results showed that the quality of service, and satisfaction gave a significant effect on patient loyalty at the hospital Yarsi Pontianak.

Keywords

• Quality of Service
• Patient Satisfaction and Loyalty