Analisis Hubungan Antara Kualitas Layanan, Kepuasan Pasien, Kepercayaan Pasien, dan Loyalitas Pasien di Puskesmas Sawah Pulo

Hamdoen, Saniyya Syarif (2025) Analisis Hubungan Antara Kualitas Layanan, Kepuasan Pasien, Kepercayaan Pasien, dan Loyalitas Pasien di Puskesmas Sawah Pulo. Masters thesis, Universitas Hayam Wuruk Perbanas.

[img] Text
ARTIKEL ILMIAH.pdf
Restricted to Registered users only
Download (198kB)
[img] Text
COVER.pdf
Restricted to Registered users only
Download (1MB)
[img] Text
BAB I.pdf
Download (307kB)
[img] Text
BAB II.pdf
Download (1MB)
[img] Text
BAB III.pdf
Restricted to Registered users only
Download (226kB)
[img] Text
BAB IV.pdf
Restricted to Registered users only
Download (559kB)
[img] Text
BAB V.pdf
Download (223kB)
[img] Text
LAMPIRAN.pdf
Restricted to Registered users only
Download (4MB)

Abstract

This study aims to empirically examine the influence of service quality on patient loyalty, with patient satisfaction and patient trust acting as mediating variables. The research was conducted at Sawah Pulo Health Centre in Surabaya, Indonesia. A total of 224 respondents participated in this study through purposive sampling. The data were collected using a structured questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that service quality significantly influences patient satisfaction and trust. Furthermore, trust emerged as the strongest predictor of loyalty, and both satisfaction and trust mediate the relationship between service quality and loyalty. These findings imply that enhancing service quality, alongside building patient satisfaction and trust, is essential for fostering long-term patient loyalty in primary healthcare settings. Keywords: Patient Loyalty, Patient Satisfaction, Patient Trust, Service Quality, Primary Healthcare)

Item Type: Thesis (Masters)
Subjects: 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 650 - MANAGEMENT & AUXILIARY SERVICES
Divisions: Magister of Management
Depositing User: SANIYYA SYARIF HAMDOEN
Date Deposited: 24 Sep 2025 09:24
Last Modified: 24 Sep 2025 09:24
URI: http://eprints.perbanas.ac.id/id/eprint/13786

Actions (login required)

View Item View Item