| dc.description.abstract | Hospital is health service institution organizing individual health service. In an increasingly competitive
environment, hospitals should be increasingly aware of the importance of providing the best quality service for
the patients. In Sakinah Islamic Hospital showed the decrease of the number of outpatient patient visits, on 2014
until 2016, decreasing by 697 patients. This research aimed to analyze the effects of service quality on word of
mouth through patient satisfaction. This was quantitative research with observational analytic approach. The
samples of this research were 90 outpatients using multistage sampling technique. The data analysis was
conducted by using Partial Least Square. Based on the testing result, it was found the effects of service quality on
word of mouth through satisfaction, with t-statistic value by 2.039 (t-statistic > t table of 1.96). It means that the
better service quality provided, the higher the level of patient satisfaction and increase the word of mouth as well.
Sakinah Islamic Hospital needs to improve the quality and quantity of the human resources, equip facilities
infrastructure and conduct maintenance and repair to support the service continuity for the patients, therefore, they
will be satisfied and encouraged to do word of mouth and increase the number of patient visits. | en_US |
