Pengaruh kualitas pelayanan, kepercayaan pasien dan kepuasan pasien terhadap loyalitas pasien yang dimediasi oleh brand image di Klinik Cube Dental

Sitepu, Olga (2024) Pengaruh kualitas pelayanan, kepercayaan pasien dan kepuasan pasien terhadap loyalitas pasien yang dimediasi oleh brand image di Klinik Cube Dental. Masters thesis, Univeritas Pelita Harapan.

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Abstract

This study aims to examine the positive effect of quality of service, patient trust and patient satisfaction on patient loyalty to the brand image at Cube Dental Clinic. In the rapidly growing healthcare industry, patient loyalty is a strategic goal because it impacts the operational sustainability, reputation, and financial stability of the facility. operational sustainability, reputation, and financial stability of healthcare facilities. This loyalty is influenced by trust, clinic image, and patient satisfaction with the services provided. patient satisfaction with the services provided. Cube Dental Clinic, as one of the dental health service providers in South Jakarta, endeavours to to improve service quality to meet patient expectations and maintain their loyalty. A positive clinic image, innovative services, and the right marketing strategy are the keys to improving patient satisfaction, which is the key to maintaining loyalty. In preparation for accreditation, Cube Dental Clinic needs to evaluate the level of patient satisfaction as an indicator of service quality that has an impact on the success of accreditation. managerial and operational success. The population in this study were patients who visiting the Cube Dental Clinic with sample size of 248 respondents. The sampling technique used by the author is non-probability sampling. used by the author is nonprobability sampling. This research using a Likert point scale of 1-5 and using SEM-PLS. Based on the results Based on the results of this study, there is an influence between service quality and patient satisfaction on patient lotality. There is an influence between patient loyalty and patient trust with brand image. image. This finding confirms the importance of building a strong brand image to maintain patient loyalty in a competitive healthcare business environment. / Penelitian ini bertujuan untuk menguji pengaruh positif kualitas pelayanan, kepercayaan pasien dan kepuasan pasien terhadap loyalitas pasien terhadap brand image di Klinik Cube Dental. Dalam industri kesehatan yang berkembang pesat, loyalitas pasien menjadi tujuan strategis karena berdampak pada keberlanjutan operasional, reputasi, dan stabilitas keuangan fasilitas kesehatan. Loyalitas ini dipengaruhi oleh kepercayaan, citra klinik, dan kepuasan pasien terhadap layanan yang diberikan. Klinik Cube Dental, sebagai salah satu penyedia layanan kesehatan gigi di Jakarta Selatan, berupaya meningkatkan kualitas pelayanan guna memenuhi harapan pasien dan mempertahankan loyalitas mereka. Citra klinik yang positif, pelayanan inovatif, serta strategi pemasaran yang tepat menjadi kunci untuk meningkatkan kepuasan pasien, yang pada akhirnya memengaruhi intensi kunjungan ulang. Klinik Cube Dental perlu mengevaluasi tingkat kepuasan pasien sebagai indikator kualitas pelayanan yang berdampak pada keberhasilan manajerial dan operasionalnya. Populasi dalam penelitian ini adalah pasien yang berkunjung ke Klinik Cube Dental dengan jumlah sampel 248 responden. Teknik sampling yang digunakan oleh penulis adalah nonprobability sampling. Penelitian ini menggunakan Skala Likert point 1-5 dan menggunakan SEMPLS. Berdasarkan hasil penelitian ini terdapat pengaruh antara kualitas pelayanan dan kepuasan pasien terhadap lotalitas pasien. Terdapat pengaruh antara loyalitas pasien dan kepercayaan pasien dengan brand image. Temuan ini menegaskan pentingnya membangun brand image yang kuat untuk mempertahankan kesetiaan pasien dalam lingkungan bisnis kesehatan yang kompetitif.
Item Type: Thesis (Masters)
Creators:
Creators
NIM
Email
ORCID
Sitepu, Olga
NIM01615230024
emmanuellaolga@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Arianto, Radityo
NIDN304067503
UNSPECIFIED
Uncontrolled Keywords: kualitas pelayanan ; kepercayaan pasien ; kepuasan pasien ; loyalitas pasien ; brand image
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Depositing User: Olga Emmanuella MK Sitepu
Date Deposited: 06 Mar 2025 02:45
Last Modified: 06 Mar 2025 02:45
URI: http://repository.uph.edu/id/eprint/67613

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