Qomariah, Nurul (2020) Effect of Service Quality and Service Innovation of Patient Satisfaction and Loyalty. International Journal of Engineering Research & Technology (IJERT).
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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: | Article |
|---|---|
| Subjects: | 600 Technology and Applied Science > 650 Business > 651 Office Services |
| Depositing User: | Hendri Uut Fahrullah |
| Date Deposited: | 27 Jul 2020 07:38 |
| Last Modified: | 27 Jul 2020 07:38 |
| URI: | http://repository.unmuhjember.ac.id/id/eprint/5322 |
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