期刊名称：Jurnal Manajemen dan Kewirausahaan (Journal of Management and Entrepreneurship)
印刷版ISSN：1411-1438
出版年度：2011
卷号：13
期号：1
页码：32-39
DOI：10.9744/jmk.13.1.32-39
语种：English
出版社：Institute of Research and Community Outreach - Petra Christian University
摘要：This Study aims to determine the influence of Service Quality dimensions of patien loyalty Private Hospital in the town of Singaraja – Bali, which include: first, the influence of the Service Quality to the Loyalty of patiens simultaneusly; secondly, the influence of Service Quality to the loyalty of patiens partially; third, the most dominan dimension inflence patien loyalty. Individual analysis unit is connected with the analysis of the organization, in which General Hospital patiens in the town of Singaraja – Bali. By using Slovin formula, this study of 100 patiens from 57.695 private General Hospital in the town of Singaraja – Bali, namely : Karya Darma Usada General Hospital, Kerta Usada General Hospital, Parama Sidi General Hospital and TNI General Hospital. Technique of data collecting conducted interviews using a questionnaire and model absorvasi techniques. To examine the pattern of relationships which formed the model, use analysis tools which can explain simultaneusly and the partially relations, which a multivariate using SPSS versian 15. The results of this study indicate that: first, Service Quality which consists of Tangible, Reliability, Responsiveness, Assurance, and Empathy simultaneously influence on Patient Loyalty; second, Quality Services consist of Tangible, Reliability, Responsiveness, Assurance, and Empathy partially influential on Patient Loyalty; third, Reliability is a dimension that has a dominant influence on patient loyalty.
关键词：Service quality, loyalty patient and private general hospital in the town of singaraja - Bali.
