Adriyan, Fahmi and Nurul, Qomariah and Dwi, Cahyono (2020) (Peer Review + Similarity + Document) Effect of Service Quality and Service Innovation of Patient Satisfaction and Loyalty. Unit of ESRSA Publications Pvt. Ltd, India.
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Abstract
This study aims to analyze the effect of quality and service innovation on the satisfaction and loyalty of outpatients in Blambangan Banyuwangi Regional Hospital. The population in the study was outpatients in Blambangan Regional Hospital, by taking 100 patients as research samples. Data analysis in this study used the SEM (Structural Equation Model) method with the Warp PLS 5.0 application. The results showed that service quality had no significant effect on patient satisfaction. Service innovation has a positive and significant effect on patient satisfaction. Service quality has no significant effect on patient loyalty. Service innovation has a positive and significant effect on patient loyalty. Patient satisfaction has a positive and significant effect on patient loyalty.
| Item Type: | Peer Review |
|---|---|
| Uncontrolled Keywords: | Service quality; service innovation; satisfaction; customer loyalty. |
| Subjects: | 300 Social Science 300 Social Science > 330 Economics > 335 Socialism and Related Systems |
| Divisions: | Graduate School > Magister Management (S2) |
| Depositing User: | Dwi Cahyono |
| Date Deposited: | 05 Feb 2022 02:45 |
| Last Modified: | 05 Feb 2022 02:45 |
| URI: | http://repository.unmuhjember.ac.id/id/eprint/12727 |
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