PENGARUH KUALITAS PELAYANAN, HARGA TERHADAP KEPUASAN PASIEN BERKUNJUNG SERTA IMPLIKASINYA TERHADAP LOYALITAS DI KLINIK KELUARGA SEHAT - BEKASI

ROSMALIANA, ROSMALIANA (2018) PENGARUH KUALITAS PELAYANAN, HARGA TERHADAP KEPUASAN PASIEN BERKUNJUNG SERTA IMPLIKASINYA TERHADAP LOYALITAS DI KLINIK KELUARGA SEHAT - BEKASI. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study is aimed to analyze the impact of service quality, price on customer satisfaction, customer loyalty, as well as the influence of customer satisfaction on customer loyalty in Keluarga Sehat Clinic-Bekasi. Technical analysis of the data in this study using the multiple linear regression analysis technique in order to indicate the strength of the influence of service quality, price on customer satisfaction, customer loyalty. The results showed that the quality of service positive and significant impact on customer satisfaction, as well as indirect effect on customer loyalty through customer satisfaction. Price is not positive and significant impact on customer satisfaction and customer loyalty. Keywords: quality of service, price, customer satisfaction, customer loyalty, clinic Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, harga terhadap kepuasan pelanggan, loyalitas pelanggan, serta pengaruh kepuasan pelanggan terhadap loyalitas pelanggan di klinik Keluarga Sehat-Bekasi. Tehnik analisis data pada penelitian ini menggunakan tehnik analisis regresi linear berganda untuk mengetahui kekuatan yang mempengaruhi kualitas pelayanan, harga, kepuasan pelanggan, loyalitas pelanggan, serta pengaruh kepuasan pelanggan terhadap loyalitas pelanggan. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, serta berpengaruh secara tidak langsung terhadap loyalitas pelanggan melalui kepuasan pelanggan. Harga tidak berpengaruh positif dan signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan, loyalitas pelanggan, klinik

Item Type: Thesis (S2)
Call Number CD: CD/551. 18 078
NIM/NIDN Creators: 55113120171
Uncontrolled Keywords: kualitas pelayanan, harga, kepuasan pelanggan, loyalitas pelanggan, klinik
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
400 Language/Bahasa > 400. Language/Bahasa > 406 Organizations and management/Organisasi dan Manajemen
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Virda Syifa
Date Deposited: 05 Nov 2018 03:48
Last Modified: 13 Dec 2021 08:31
URI: http://repository.mercubuana.ac.id/id/eprint/45388

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