DAMPAK KUALITAS PELAYANAN KESEHATAN YANG DI PRESEPSIKAN PADA KEPUASAN PASIEN DAN INTENSI PRILAKU PASIEN DI KLINIK PRATAMA RUMBAI SEHAT

Abstrak

This study aims to prove and analyze the impact of perceived health service quality on patient satisfaction
and behavioral intentions in the Pratama Rumbai Sehat Clinic. The sample size used in this study was 55 patients
chosen randomly. The process of collecting data and information is done by distributing research questionnaires. The
analytical method used is quantitative through the Structural Equation Model (SEM) approach which is processed
with the help of Smart PLS 3.28. Based on the results of hypothesis testing found that the quality of service affects
patient satisfaction, in addition to that the quality of service also influences the intention of patient behavior after
feeling satisfaction in using health services Pratama Rumbai Sehat Clinic
Keyword: Service Quality, Customer Satisfaction, & Behavioral Intentions