PENGARUH PERSEPSI PASIEN TERHADAP LOYALITAS DENGAN VARIABEL PERANTARA KEPUASAN PASIEN PADA RUMAH SAKIT

Abstract

This research aim to to analyse influence of perception of consumer to the quality of health service to satisfaction of consumer in developing loyality at customer owning high relation or link orientation to hospital organization. Research population is all consumers which experiencing treatment and which have felt health service at hospital in town of Jember. Determination of sampel for hospital conducted with method of stratified random sampling. While for the sampel of responder conducted with method of accidental sampling. Variable Research measured by 13 question item using scale of semantic differential scoring with scale 1 up to 9. Analysis technique the used are discriptive analysis and path analysis. Result of percentage analysis and test of t indicate that perception of consumer to the quality of proven service have an effect on signifikan and positive to satisfaction and also to loyality. Pursuant to coefficient value of determinasi parsial of level of influence of perception of consumer to the quality of service to satisfaction is 65,3%, while to loyalitas equal to 63,6%. Result of discriptive analysis and test of t also prove that satisfaction have an effect on signifikan and positive to loyality.