PENGARUH CORE SERVICE QUALITY DAN PERIPHERALSERVICE QUALITY TERHADAP PERCEIVED VALUE, PATIENT SATISFACTION, DAN PATIENT LOYALTY YANG DIMODERASI SWITCHING COST DAN E-HEALTH PADA RUMAH SAKIT UMUM DI KABUPATEN LAMONGAN

Ariefin, Mesra Surya (2024) PENGARUH CORE SERVICE QUALITY DAN PERIPHERALSERVICE QUALITY TERHADAP PERCEIVED VALUE, PATIENT SATISFACTION, DAN PATIENT LOYALTY YANG DIMODERASI SWITCHING COST DAN E-HEALTH PADA RUMAH SAKIT UMUM DI KABUPATEN LAMONGAN. Doctoral thesis, UNIVERSITAS 17 AGUSTUS 1945 SURABAYA.

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Abstract

This research aims to analyze the influence of core service quality and peripheral service quality on perceived value, patient satisfaction, and patient loyalty in Lamongan General Hospitals, moderated by switching costs and E-Health. The research design used an explanatory research approach, with the sample being class 1, 2 and 3 inpatients who were being treated at RSUD Dr. Soegiri Lamongan and RSU Muhammadiyah Lamongan, with a sample size of 80 people. The data collection method is a survey using a questionnaire, and the analysis technique used is Partial Least Square SEM (PLS-SEM). Research results show that perceived value and patient satisfaction are positively and significantly impacted by core and peripheral service quality, but patient loyalty is not significantly impacted by either of these factors. Patient loyalty is positively and significantly impacted by perceived value and patient satisfaction. Moreover, the impact of core and peripheral service quality on patient loyalty is entirely mediated by perceived value and patient satisfaction. While the moderating effect of switching costs is acknowledged to be negligible, the analysis results also demonstrate that E-Health can improve the effects of perceived value and patient satisfaction on patient loyalty.

Item Type:	Thesis (Doctoral)
Uncontrolled Keywords:	core service quality, peripheral service quality, perceived value, patient satisfaction, patient loyalty, switching costs, E-Health.
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions
Divisions:	Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi
Depositing User:	Unnamed user with email zainulfarid@icloud.com
Date Deposited:	24 Sep 2024 09:03
Last Modified:	24 Sep 2024 09:03
URI:	http://repository.untag-sby.ac.id/id/eprint/35509

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