Winata, Andrew (2021) Pengaruh perceived service quality dan customer trust terhadap customer loyalty dan customer satisfaction sebagai mediasi di RS Siloam. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Penelitian ini bertujuan untuk menginvestigasi perceived service quality dan customer trust terhadap customer loyalty dan customer satisfaction. Peneliti menggunakan 2 variabel independen, 1 variabel intervening dan 1 variabel dependen. Tujuan dilakukan penelitian ini adalah untuk mengetahui seberapa variabel ini berdampak pada layanan di RS Siloam. Total sampel yang diambil sebanyak 218 responden yang menggunakan jasa pada RS Siloam Wilayah Jakarta/Tangerang. Pengumpulan data menggunakan penyebaran kuesioner secara online dan data diolah dan dianalisis menggunakan PLS-SEM. Hasil penelitian ini didapat adalah semuanya diterima dengan semuanya didapatkan berpengaruh signifikan dilihat dari t value dan p value dalam variabel yang ada dalam penelitian ini dan dapat digunakan sebagai acuan dan saran bagi rumah sakit dan calon pelanggan yang akan melakukan kunjungan pada rumah sakit Siloam.
| Item Type: | Thesis (Bachelor) | ||||||||
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| Additional Information: | 31001000237033 | ||||||||
| Uncontrolled Keywords: | perceived service quality; customer trust; customer satisfaction; customer loyalty | ||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management Current > Faculty/School - UPH Karawaci > Business School > Management |
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| Depositing User: | Users 13580 not found. | ||||||||
| Date Deposited: | 01 Feb 2021 06:29 | ||||||||
| Last Modified: | 24 Mar 2022 07:41 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/14541 |
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