PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS DENGAN KEPUASAN PASIEN SEBAGAI VARIABEL INTERVENING

Abstract

This research is meant to find out the influence of service quality to the patient loyalty, to find out the influence
of service quality to the patient satisfaction, to find out the influence of service quality to the patients loyalty
with the patient satisfaction of BPJS as the intervening variable at Rumah Sakit Islam Jemursari. The sample
collection method has been done by using non probability sampling method i.e. purposive sampling which is
gives it to the respondents which meet the criteria. The determination of samples has been done by using the
slovin formula and 100 respondents have been obtained as samples. The population is all patients of BPJS users
at hospital who have used it more than once. The analysis technique has been done by using path analysis. The
result of t test has been done by using goodness of fit to show that service quality has positive and significant
influence to the patient loyalty, service quality has positive and significant influence to the patient satisfaction,
service quality has significant influence to the patient loyalty, service quality has significant influence to the
patient loyalty, service quality has influence to the patient loyalty with the patients satisfaction of BPJS users as
the intervening variable at Rumah Sakit Islam Jemursari Surabaya.

Keywords: Service Quality, Loyalty, Satisfaction, BPJS.