Analisis Faktor Pembentuk Kepercayaan Dan Loyalitas Pasien (Studi Pada Pasien Di Klinik Darma Husada Sukoharjo)

Oleh :
Filia Kartika Dewi - S4111061 - Fak. Ekonomi dan Bisnis

Patient loyalty is an important issue to be studied, because through loyalty can increase hospital profitability. There are several objectives that want to achieve, are to explain (1) the effect of brand image on patient perception of healthcare quality, (2) the effect of brand image on patient satisfaction, (3) the effect of brand image on patient loyalty, (4) the effect of patient perception of healthcare quality on patient satisfaction, (5) the effect of patient perception of healthcare quality on patient trust, (6) the effect of patient satisfaction on patient trust, (7) the effect of patient perception of healthcare quality on patient loyalty, and (8) the effect of patient satisfaction on patient loyalty. Samples amount 132 patients who intend loyal with Clinic of Darma Husada Sukoharjo taken by using convenience sampling technique. SEM (Structural Equation Model) is a statistical tool chosen to know relationship between variables. The results show that : (1) Brand image has a positive effect and significant on perceptions of healthcare quality. (2) Brand image not significant affect on patient satisfaction. (3) Brand image not significant affect on patient loyalty. (4) Perceptions of healthcare quality has a positive effect and significant on patient satisfaction. (5) Patient perceptions of healthcare quality has a positive effect and significant on patient satisfaction. (6) Patient satisfaction not significant affect on patient trust. (7) Patient perceptions of healthcare quality has a positive effect and significant on patient loyalty. (8) Patient satisfaction has a positive effect and significant on patient loyalty. In addition, this study also discusses relationship between variables were not significant, implications research either theoretically, methodological, and practical and suggestions for future research.