PENGARUH PERILAKU PASIEN, KUALITAS PELAYANAN DAN KEPUASAN PASIEN TERHADAP LOYALITAS PASIEN

Abstract

This research was conducted at the Dental Polyclinic General Hospital Blood Dompu. A
sample of 78 patients who came to the Dental Polyclinic General Hospital Blood Dompu,
and analysis tools using multiple linear regression with SPSS software, the researchers
wanted to analyze the influence of patient behavior, quality of care and patient satisfaction
with patient loyalty.
The results showed that the quality of service is the variable that most influence the loyalty of
patients, with a regression coefficient of 0.6739 points. While other variables that affect
patient loyalty is the behavior of the patient and patient satisfaction with each regression
coefficient of 0.5922 and 0.3362. These results prove that patients would prefer the Dental
Polyclinic service quality and satisfaction than their behavior.
Keywords: behavior, quality of service, satisfaction, loyality.