Pengaruh Mutu Pelayanan Terhadap Kesetiaan Pasien (Studi Kasus Pada Pasien Rawat Inap Puskesmas Kunir Lumajang)

Roziqin, Falakhur (2020) Pengaruh Mutu Pelayanan Terhadap Kesetiaan Pasien (Studi Kasus Pada Pasien Rawat Inap Puskesmas Kunir Lumajang). Undergraduate thesis, Universitas Muhammadiyah Jember.

[img] Text
a. PENDAHULUAN.pdf

Download (406kB)
[img] Text
b. ABSTRAK.pdf

Download (114kB)
[img] Text
c. BAB I.pdf

Download (123kB)
[img] Text
d. BAB II.pdf
Restricted to Repository staff only

Download (184kB) | Request a copy
[img] Text
e. BAB III.pdf
Restricted to Repository staff only

Download (274kB) | Request a copy
[img] Text
f. BAB IV.pdf
Restricted to Repository staff only

Download (485kB) | Request a copy
[img] Text
g. BAB V.pdf
Restricted to Repository staff only

Download (118kB) | Request a copy
[img] Text
h. DAFTAR PUSTAKA.pdf

Download (117kB)
[img] Text
i. LAMPIRAN.pdf
Restricted to Repository staff only

Download (1MB) | Request a copy
[img] Text
j. ARTIKEL.pdf

Download (372kB)

Abstract

ABSTRACT The formulation of the problem in this study is how the influence of physical evidence, reliability, responsiveness, assurance, and empathy to the loyalty of patients at the Kunir Lumajang Health Center. The purpose of this study was to determine and analyze the effect of physical evidence, reliability, responsiveness, assurance, and empathy on the loyalty of patients at the Kunir Lumajang Health Center partially. The theory used in this research is marketing management theory, service quality theory, and patient loyalty theory Kunir Lumajang Health Center. The study was conducted on the loyalty of patients at the Kunir Lumajang Health Center. This type of quantitative descriptive research using purposive sampling method with a sample of 82 respondents. The nature of the research is explanatory. The test instrument used was multiple linear regression, with SPSS software version 20.00. The t test results showed that physical evidence (0.003), reliability (0.006), responsiveness (0.001), guarantee (0,000), and empathy (0.002) had a significant effect on the loyalty of patients at the Kunir Lumajang Public Health Center partially. The regression test showed that physical evidence (0.155), reliability (0.195), responsiveness (0.189), guarantee (0.220), and empathy (0.210) had a positive effect on patient loyalty at the Kunir Lumajang Health Center and a coefficient of determination test of 93.7% patient loyalty Kunir Lumajang Health Center is influenced by physical evidence, reliability, responsiveness, assurance, and empathy while the remaining 6.3% is influenced by other variables outside the study. Keywords: physical evidence, reliability, responsiveness, assurance, empathy, and patient loyalty

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: physical evidence, reliability, responsiveness, assurance, empathy, and patient loyalty
Subjects: 300 Social Science > 330 Economics
Divisions: Faculty of Economics > Department of Management (S1)
Department: S1 Manajemen
Depositing User: Falakhur Roziqin
Contributors:
ContributionContributor NameNIDN/NIDK
Thesis advisorFatimah, Fetinidn0725057901
Thesis advisorHermawan, Harisnidn0710106801
Contact Email Address: falla.roziqin@gmail.com
Date Deposited: 30 Sep 2020 01:06
Last Modified: 30 Sep 2020 01:08
URI: http://repository.unmuhjember.ac.id/id/eprint/5895

Actions (login required)

View Item View Item