PENGARUH KEPERCAYAAN DAN KOMITMEN KONSUMEN TERHADAP LOYALITAS PASIEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING (Studi pada Pasien BPJS dan Non BPJS Rumah Sakit Umum Daerah Banyumas)

SUDARYANTO, KRISNA (2020) PENGARUH KEPERCAYAAN DAN KOMITMEN KONSUMEN TERHADAP LOYALITAS PASIEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING (Studi pada Pasien BPJS dan Non BPJS Rumah Sakit Umum Daerah Banyumas). Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

The purpose of this study was to determine the Effect of Consumer Trust and Commitment on Patient Loyalty with Consumer Satisfaction as Intervening Study Variables in BPJS and Non BPJS Patients in Banyumas Regional General Hospital. The questionnaire was used as a data collection tool. Samples from this study were patients of BPJS and Non BPJS Banyumas Regional Hospital. The method used is Purposive Sampling with 100 samples with various specified criteria. Data analysis using Structural Equation Modeling with Partial Least Square approach. The results of the study show that consumer confidence has a significant positive effect on customer satisfaction, but consumer confidence has a significant negative effect on patient loyalty. Consumer commitment has a significant positive effect on customer satisfaction however consumer commitment has no significant positive effect on patient loyalty. Patient satisfaction has a significant positive effect on loyalty, however patient satisfaction cannot mediate trust and commitment to loyalty. There is no difference in loyalty between patients whose treatment is funded by BPJS and Non BPJS at the Banyumas Regional General Hospital.

Item Type: Thesis (Bachelor)
Uncontrolled Keywords: Trust, Commitment, Loyalty, and Satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Danarto Kh
Date Deposited: 29 Sep 2021 06:21
Last Modified: 29 Sep 2021 06:21
URI: http://repository.ump.ac.id/id/eprint/10477

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