KEPUASAN TERHADAP LOYALITAS DENGAN KEPERCAYAAN SEBAGAI MEDIASI DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN

Abstract

ABSTRACT
Loyalty is still considered a very imporiant issue for all parties, both practitioners and academics.
This research was conducted with the aim to determine the role of patient trust as a mediation
between patient satisfaction and loyalty and to test the quality of service as an antecedent variable.
The population that will be used in this study is all patients in RSGM Baiturrahmah Padang who
have visited the 201S period. The sampling method used was purposive sampling technique with a
total sample of 85 respondents. The results of this study found that satisfaction has a positive effect
on patient trust and loyalty, then service quality has been shown to have a positive effect on patient
satisfaction. Recent findings of patient trust mediate the relationship between patient satisfaction
and loyalty.
Keywords : Patient Loyalty, Patient Trust; Patient Satisfaction, and Service Quality