Pengaruh Produk, Lokasi, Promosi, Serta Kepercayaan Terhadap Loyalitas Pasien dengan Variabel Perantara Kepuasan di Puskesmas Tambak Wedi

Handayani, Retno Nur (2025) Pengaruh Produk, Lokasi, Promosi, Serta Kepercayaan Terhadap Loyalitas Pasien dengan Variabel Perantara Kepuasan di Puskesmas Tambak Wedi. Masters thesis, Universitas Hayam Wuruk Perbanas.

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Abstract

This study aims to examine the influence of product, place, promotion, and trust on patient loyalty, mediated by patient satisfaction at Puskesmas Tambak Wedi. Utilizing a quantitative approach with a cross-sectional design, data was collected from patients who had visited the facility at least three times in the last year. The study found that product quality, location, promotion, and trust significantly affected patient satisfaction. Additionally, patient satisfaction had a positive and significant impact on patient loyalty. The findings highlight the importance of strategic service quality improvements, including service offerings, effective communication, and trustworthy interactions with medical staff, to enhance patient loyalty in primary healthcare settings. The results contribute to understanding the complex dynamics of healthcare service management and provide practical recommendations for enhancing patient loyalty in community healthcare centers. Keywords: Product; place; promotion; trust; patient satisfaction; patient loyalty

Item Type: Thesis (Masters)
Subjects: 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Magister of Management
Depositing User: RETNO NUR HANDAYANI
Date Deposited: 24 Sep 2025 05:33
Last Modified: 24 Sep 2025 05:33
URI: http://eprints.perbanas.ac.id/id/eprint/13831

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