PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PASIEN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN DI KLINIK MEGA KARTIKA

Ismoerida Ismoerida, Yati Puspitasari Anabanu

Abstract


This study aims to examine and analyze the effect of service quality and price on patient
satisfaction and its impact on customer loyalty
The data used in this study are primary data taken from the results of questionnaire
responses by Depok Kartika Mega Kartika clinic patients. The data processing method uses the
path analysis method with the help of SPSS analysis tool version 24. The statistical testing in this
study uses a model of goodness of fit test.
The results showed that service quality had a positive and significant effect directly or
indirectly through patient satisfaction on customer loyalty, price had a positive and significant
effect directly or indirectly through patient satisfaction on customer loyalty and customer loyalty
had a positive effect directly on customer loyalty .
Keywords: Quality of service, price, patient satisfaction, customer loyalty.


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