ABSTRACT: Unit sample at this
research is inpatients on General Hospital Regional (RSUD) Jayapura. The
respondents of the research are 300 persons (patients) are taken using
purposive sampling method, while the 4 (four) informants are taken using
purposive sampling method. Structural Equation Modeling (SEM) with program
assistance of Analysis Moment Structures (AMOS) is used analyze the
quantitative data, while the qualitative data uses interactive model. The
results of this research show that: (1) inpatient services is judged as service
with sufficient quality. (2) The patient felt quite satisfied with hospital
services. (3) The patient showed sufficient loyalty attitude towards the
hospital. (4) Patients indicatedquite favorable behavior intention (5) improved
quality of services can improve patient satisfaction and loyalty, but not the
patients’behavior intention. (6) Increased patient satisfaction may improve
patient loyalty and patients’ behavior intention in line with the increasing of
patient loyalty. (7) Iincreased in customer loyalty can increase the patient
behavior intention. (8) The model used in this study showed that the biggest
contribution is the influence of service quality toward satisfaction, then
satisfaction toward loyalty, and loyalty toward the patient behavior intention.
Keywords: Service quality,
Satisfaction, Loyalty, Behavior Intention
Penulis: Ruben Tuhumena,
Surachman, Eka Afnan Troena, Margono Setiawan
Kode Jurnal: jpmanajemendd110048
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