The Effect of Service Quality and Customer Satisfaction on Patient Loyalty of Prof. Dr. Moestopo (Beragama) Oral and Dental Hospital

Wijayanti, Yulia Rachma (2019) The Effect of Service Quality and Customer Satisfaction on Patient Loyalty of Prof. Dr. Moestopo (Beragama) Oral and Dental Hospital. In: ICEASD & ICCOSED 2019, 1-2 April 2019, Kendari, Indonesia.

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Abstract

This study aims to determine the effect of service quality and customer satisfaction on patient loyalty of Prof. Dr. Moestopo (Beragama) Oral and Dental Hospital. This research was conducted using descriptive and verification methods. Samples were taken using the non probability sampling technique. The research data collection instrument used questionnaires and library study activities. Regression analysis and SPSS computer software were used to measure how much influence X1, X2, and Y with a total sample of 99 people. The result of this study was there is an influence between service quality variables (X1) and customer satisfaction (X2) on patient loyalty variable (Y) indicated by simple linear regression equation: Ŷ = -0.342 + 0.387Χ1 + 0.253X2.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: service quality customer satisfaction patient loyalty
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: EAI Editor IV
Date Deposited: 07 Sep 2021 13:02
Last Modified: 07 Sep 2021 13:02
URI: https://eprints.eudl.eu/id/eprint/6498

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