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 |