PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PASIEN DAN DAMPAK KEPADA LOYALITAS PELANGGAN (Studi pada Puskesmas Pulokulon I Kabupaten Grobogan)

Abstract

This study aims to describeand analyze the effect of service quality and trust in patient satisfaction and the impact on patient loyalty at Pulokulon 1 Health Center, Grobogan Regency. This study was conduct on patient at the Pulokulon I Health Center, Grobogan Regency. The sampling method used was purposive sampling method, and a sample of 100 respondents was obtained. The method of analysis uses multiple linear regression. Based on the analysis it can be concluded that there is a significant positive effect on service quality variables on patient satisfaction, and has a significant positive effect on service quality variables on patient loyalty. There is a significant positive effect on the variable trust in patient satisfaction and patient loyalty. There is a significant positive effect on patient satisfaction on patient loyalty. Patient satisfaction does not mediate service quality towards patient loyalty. Patient satisfaction does not mediate trust in patient loyalty.