PENGARUH KUALITAS LAYANAN DAN KEPUASAN SERTA LOYALITAS PADA PASIEN RUMAH SAKIT GIGI DAN MULUT UNIVERSITAS JEMBER

Abstract

; "> Competition in the business world today is increasingly tight. All business
institution by all means trying to mempertahan.kan market share that has been
achieved. • Under these conditions more difficult • for a company to penetrate the
market for all companies trying to retain customers who have been able dirailmya.
One way that can be done by the company is to improve the quality of service,
satisfaction and loyalty to the product and services to its customers. With the
improvement of quality of service, which both will be able to improve customer
satisfaction. If customers are satisfied with the overall service, it can create loyal
behavior, which is characterized by repeated visits and can recommend the product
to others. The purpose of this study are: (1) To test the strong or the weak impact of
service quality to satisfaction of patients at the Hospital Dental Jember University.
(2) To test the strong or the weak impact of service quality on loyalty of patients at
the Hospital of the University Dental Jember (3) To test the strength or weakness of
the influence of patient satisfaction with hospital patient loyalty Dental Jember
University. The data used in this research is data dalmn Respondents Dental
Hospital of the University of Jember. The samples used were 120 respondents. The
sampling technique is purposive sampling technique tnenggunakan sampling
technique with a specific purpose in accordance with the criteria set by the
researchers. The research model developed is composed da: ri 5 variables consisting
of 3 va1iabel exogenous, 3 variables