Arvianto, Delano and Shihab, Muchsin S. (2017) KUALITAS PELAYANAN, KEPERCAYAAN, KEPUASAN DAN LOYALITAS PASIEN. Universitas Bakrie, Jakarta. (Unpublished)

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This study was conducted to determine the effect of service quality and trust on satisfaction and patients’ loyalty. The outpatient patients of KP Anny Rahardjo were taken as a case study. Both primary and secondary data were obtained. Secondary data were obtained from various sources such as journals, books and other related publications. Primary data were obtained by distributing questionnaire to the target respondents. Using a convenience sampling technique, a total sample of 83 respondents was obtained. Using a path analysi, it was found that service quality and trust had a significant effect on patients’ satisfaction both partially and simultaneuosly. In addition, it was also found that service quality, trust and patients’ satisfaction on patients’ loyalty. Satisfaction was found as a moderating factor. It is suggested that KP Anny Rahardjo should maintain their services to kep patients’ satisfaction. Further research on price and brand image may be necessary.

Item Type: Other
Uncontrolled Keywords: Service Quality, Trust, Patients Satisfaction, Loyalty
Subjects: Customer Satisfaction
Scientific Paper
Divisions: Lembaga Penelitian dan Pengembangan
Depositing User: Ahmad Yani
Date Deposited: 31 Aug 2017 01:41
Last Modified: 22 Feb 2018 02:28
URI: http://repository.bakrie.ac.id/id/eprint/927

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