International Conference on Environmental Awareness for Sustainable Development in conjunction with International Conference on Challenge and Opportunities Sustainable Environmental Development, ICEASD & ICCOSED 2019, 1-2 April 2019, Kendari, Indonesia

Research Article

The Effect of Service Quality and Customer Satisfaction on Patient Loyalty of Prof. Dr. Moestopo (Beragama) Oral and Dental Hospital

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  • @INPROCEEDINGS{10.4108/eai.1-4-2019.2287238,
        author={Yulia Rachma Wijayanti},
        title={The Effect of Service Quality and Customer Satisfaction on Patient Loyalty of Prof. Dr. Moestopo (Beragama) Oral and Dental Hospital},
        proceedings={International Conference on Environmental Awareness for Sustainable Development in conjunction with International Conference on Challenge and Opportunities Sustainable Environmental Development, ICEASD \& ICCOSED 2019, 1-2 April 2019, Kendari, Indonesia},
        publisher={EAI},
        proceedings_a={ICEASD\&ICCOSED},
        year={2019},
        month={9},
        keywords={service quality customer satisfaction patient loyalty},
        doi={10.4108/eai.1-4-2019.2287238}
    }
    
  • Yulia Rachma Wijayanti
    Year: 2019
    The Effect of Service Quality and Customer Satisfaction on Patient Loyalty of Prof. Dr. Moestopo (Beragama) Oral and Dental Hospital
    ICEASD&ICCOSED
    EAI
    DOI: 10.4108/eai.1-4-2019.2287238
Yulia Rachma Wijayanti1,*
  • 1: Faculty of Dentistry Prof Dr Moestopo (Beragama) University. Jl Bintaro Permai Raya 3, Jakarta Selatan. Indonesia
*Contact email: yuliarachma@dsn.moestopo.ac.id

Abstract

This study aims to determine the effect of service quality and customer satisfaction on patient loyalty of Prof. Dr. Moestopo (Beragama) Oral and Dental Hospital. This research was conducted using descriptive and verification methods. Samples were taken using the non probability sampling technique. The research data collection instrument used questionnaires and library study activities. Regression analysis and SPSS computer software were used to measure how much influence X1, X2, and Y with a total sample of 99 people. The result of this study was there is an influence between service quality variables (X1) and customer satisfaction (X2) on patient loyalty variable (Y) indicated by simple linear regression equation: Ŷ = -0.342 + 0.387Χ1 + 0.253X2.