THE EFFECT OF SERVICES QUALITY AND INSTITUTIONS IMAGE OF THE PATIENT LOYALTY RSUD MAYJEN A. THALIB KERINCI REGION THROUGH PATIENT SATISFACTION AS AN INTERVENING VARIABLE

Abstract

ABSTRACT

This study aims to identify and analyze: 1) The effect of service quality on the image of the institution. 2) The effect of service quality on patient satisfaction. 3) The influence of the institutional image of patient satisfaction. 4) The effect of service quality on patient loyalty. 5) The effect on the image of the institution patient loyalty. 6) The effect of customer satisfaction on patient loyalty. 7) The effect of service quality on patient loyalty through the image of the institution as an intervening variable. 8) The effect of service quality on patient loyalty through patient satisfaction as an intervening variable. 9) The influence of the institutional image of patient loyalty through patient satisfaction as an intervening variable.

The design of this study is causal design. The population in this study were all patients hospitalized at the RSUD Mayjen A. Thalib Kerinci Region  as 10,551 patients. Total sample was 385 people as patients. Analysis of data to test this hypothesis using Structural Equation Modeling (SEM) with the help of AMOS software.

The results found that: 1) Quality of care significant positive effect on the image of the institution. 2) Quality of care significant positive effect on patient satisfaction. 3) Image institutions significant positive effect on patient satisfaction. 4) Quality of care significant positive effect on patient loyalty. 5) Image institutions significant positive effect on patient loyalty. 6) Customer satisfaction has significant positive effect on patient loyalty. 7) Quality of care significantly influence patient loyalty through the image of the institution as an intervening variable. 8) Quality of care significantly influence patient loyalty through patient satisfaction as an intervening variable. 9) Image institutions significantly influence patient loyalty RSUD Mayjen A. Thalib Kerinci Region through patient satisfaction as an intervening variable.

Keywords: Quality Service, Institution Image, Costumer Satisfaction, Loyalty