PENGARUH KUALITAS PELAYANAN TERHADAP BEHAVIORAL INTENTION DENGAN KEPUASAN PASIEN SEBAGAI MEDIASI DAN PATIENT SAFETY SEBAGAI ANTESEDEN (Studi: Rumah Sakit Gigi dan Mulut Baiturrahmah Padang)

Abstract

The issues of behavioral intention has been important aspect either in academic no-or practice areas. The
purpose of this study is to investigate the role of patient satisfaction as mediator on the relationship
between service quality and behavioral intention. This study also examines patient safety as antecedent
variable on service quality. The population of the study is all patients in teeth and mouth hospital of
Baiturrahmah Padang who registered in the period of 2018. the study was employed purposive sampling for
sampling technique whereas the number of sample were 85 responsiveness. The result of this study refiled
that service quality has been found to have positive effect on patient satisfaction and behavioral intention.
Furthermore, patient safety have positive effect on service quality. Finally patient satisfaction was found to
have mediating effect on the relationship between service quality and behavioral intention.
Keywords : Behavioral Intention, Patient Satisfaction, Service Quality, and Patient Safety