Kualitas layanan dan loyalitas pasien (studi pada rumah sakit umum swasta di kota Singaraja?Bali)

This study aims to determine the influence of service quality dimensions of patient loyalty in private hospitals in the town of Singaraja-Bali. The technique of data collection was conducted by giving questionnaire to patients in those hospitals. The results of this study indicate that: first, service quality which consists of tangible, reliability, responsiveness, assurance, and empathy have a significant influence on patient loyalty not only partially but also simultaneously; second, reliability is a dimension that has a dominant influence on the patient loyalty.

KETUT GUNAWAN; Sundring Pantja Djati Unknown Universitas Kristen Petra Indonesian eDIMENSI Journal Unknown Jurnal Manajemen dan Kewirausahaan, Vol.13, No. 1, Maret 2011: 32-39; Ketut Gunawan (NA00404321), Sundring Pantja Djati (91-023) TOTAL QUALITY SERVICE; CONSUMER LOYALITY

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