PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN DI WELLCLINIC GADING SERPONG

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Vol. 4 No. 6 (2022): Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan
Published: Jan 28, 2022
Keywords:
Service quality,
Patient loyalty

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Anatha Pindika Putra Teguh
Universitas Pelita Harapan
Sunaryo Oentara
Universitas Pelita Harapan

Abstract

The purpose of this study was to analyze the effect of tangibility, reliability, assurance, empathy, and responsiveness on patient loyalty in the private healthcare sector. Data collection was carried out using online questionnaires for 200 outpatients that were receiving healthcare service in WellClinic Gading Serpong in June-August 2021 period with purposive sampling method. Data analysis was performed using Analisis partial least square-structural equation modelling (pls-sem), approach using SmartPLS software. The results show that all five dimensions in service quality had a positive effect on patient loyalty in WellClinic Gading Serpong, especially in Tangibility and Reliability. Contribution of this research was sent out idea to WellClinic Gading Serpong and similar private healthcare sector to improve aspect of service quality and which one dimension of service quality that they need more to improve to improve patient loyalty in WellClinic Gading Serpong for increment of total customer in Wellclinic Gading Serpong with expected healthcare service.

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How to Cite
Anatha Pindika Putra Teguh, & Sunaryo Oentara. (2022). PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN DI WELLCLINIC GADING SERPONG. Fair Value: Jurnal Ilmiah Akuntansi Dan Keuangan, 4(6), 2452–2463. https://doi.org/10.32670/fairvalue.v4i6.1104
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