HENRI TANEO, DJUNI (2016) PENGARUH KUALITAS LAYANAN TERHADAP CITRA PERUSAHAAN DAN LOYALITAS PASIEN RAWAT INAP DI RUMAH SAKIT PANTI RAPIH YOGYAKARTA. Masters thesis, UPN ''VETERAN'' YOGYAKARTA.
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Abstract
The hospital is an institution of health care providers is an integral part of the health care system that provides curative and preventive services as well as organizing inpatient and outpatient care are also at home. Quality of service, corporate image is the main factor that should be improved in order to obtain the loyalty of the patient so that the home company can maintain its viability. The purpose of this study is to examine the direct and indirect effects of the quality of service, corporate image to the loyalty of inpatients in the hospital Panti Natty yogyakarta two days of treatment in a given period. Where the retrieval of data using purposive sampling method with the number of respondents 150 people who are customers Panti Neat Yogyakarta hospital. The analysis tool used is multiple regression and path analysis. The results of the testing instrument indicates that all data is valid questionnaires of 100% and 100% reliable so that the data is fit for use in research. Based on the results of data analysis showed that the direct effect proved positive and significant effect, moreover the indirect effect is not proven to influence positively and not significant. It can be concluded that this research model can be accepted. Keywords: Quality of service, corporate image and patient loyalty. Tujuan dari penelitian ini adalah meneliti pengaruh langsung dan tidak langsung kualitas layanan, citra perusahaan terhadap loyalitas pasien rawat inap di rumah sakit Panti Rapih yogyakarta yang dua hari perawatan dalam periode tertentu. Dimana pengambilan data menggunakan metode purposive sampling dengan jumlah responden 150 orang yang merupakan pelanggan rumah sakit Panti Rapih Yogyakarta. Alat analisis yang digunakan adalah regresi berganda dan analisis jalur. Hasil dari pengujian instrumen menunjukkan bahwa semua data kuesioner 100% valid dan 100% reliabel sehingga data tersebut layak digunakan dalam penelitian. Berdasarkan hasil analisis data menunjukkan bahwa pengaruh langsung terbukti berpengaruh positif dan signifikan, semantara pengaruh tidak langsung tidak terbukti berpengaruh secara positif dan tidak signifikan. Hal ini dapat disimpulkan bahwa model penelitian ini dapat diterima. Kata kunci : Kualitas layanan, citra perusahaan dan loyalitas pasien.
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Erny Azyanti |
| Date Deposited: | 20 May 2016 03:26 |
| Last Modified: | 20 May 2016 03:26 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/1872 |
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