Authors :
Marice, Murdifin Haming, Bahar Sinring, Sukmawati.
Volume/Issue :
Volume 3 - 2018, Issue 12 - December
Google Scholar :
https://goo.gl/DF9R4u
Scribd :
https://goo.gl/NK6T5R
Thomson Reuters ResearcherID :
https://goo.gl/KTXLC3
Abstract :
Quality of service is an important concern in supporting patient satisfaction, especially in the aspects of health such as health centers. Quality of Service developed by Parasuraman et.al consisting of assurance components, reliability, responsiveness, sincerity, and formality until today become a major component in measuring service quality. This study uses a quantitative approach by conducting surveys as a method of collecting data on 195 patients Morowali health centers throughout Central Sulawesi province. The analytical method used is Structural Equation Modeling (SEM) with advanced test using Sobel Test to test the direct and indirect relationship of each variable. The results of this study stated that one). Tangible significant positive effect on satisfaction but significant negative on repeat visits, 2). Reliability no significant effect on satisfaction and repeat visit 3). Assurance significant positive effect on satisfaction but no significant effect on the repeat visit 4). Sincerity has no significant effect on customer satisfaction and repeat visit 5). Formality effect on satisfaction and repeat visit 6). Personality significant positive effect on satisfaction but a significant negative effect on a repeat visit 7). Satisfaction significant effect on a repeat visit 8). Assurance no significant effect on a repeat visit with satisfaction as an intervening variable 9). Formality significant effect on the repeat visit 8). Assurance significant effect on a repeat visit with satisfaction as an intervening variable 10). Personality significant negative effect on a repeat visit 8). Assurance significant effect on a repeat visit with satisfaction as an intervening variable 11). Reliability no significant effect on a repeat visit with satisfaction as an intervening variable, 12). Sincerity does not significantly influence the repeat visit with satisfaction as an intervening variable, 13). Tangible significant negative effect on a repeat visit with satisfaction as an intervening variable. Reliability no significant effect on a repeat visit with satisfaction as an intervening variable, 12). Sincerity does not significantly influence the repeat visit with satisfaction as an intervening variable, 13). Tangible significant negative effect on a repeat visit with satisfaction as an intervening variable. Reliability no significant effect on a repeat visit with satisfaction as an intervening variable, 12). Sincerity does not significantly influence the repeat visit with satisfaction as an intervening variable, 13). Tangible significant negative effect on a repeat visit with satisfaction as an intervening variable.
Keywords :
Service Quality, Satisfaction, Repeat Visit.
Quality of service is an important concern in supporting patient satisfaction, especially in the aspects of health such as health centers. Quality of Service developed by Parasuraman et.al consisting of assurance components, reliability, responsiveness, sincerity, and formality until today become a major component in measuring service quality. This study uses a quantitative approach by conducting surveys as a method of collecting data on 195 patients Morowali health centers throughout Central Sulawesi province. The analytical method used is Structural Equation Modeling (SEM) with advanced test using Sobel Test to test the direct and indirect relationship of each variable. The results of this study stated that one). Tangible significant positive effect on satisfaction but significant negative on repeat visits, 2). Reliability no significant effect on satisfaction and repeat visit 3). Assurance significant positive effect on satisfaction but no significant effect on the repeat visit 4). Sincerity has no significant effect on customer satisfaction and repeat visit 5). Formality effect on satisfaction and repeat visit 6). Personality significant positive effect on satisfaction but a significant negative effect on a repeat visit 7). Satisfaction significant effect on a repeat visit 8). Assurance no significant effect on a repeat visit with satisfaction as an intervening variable 9). Formality significant effect on the repeat visit 8). Assurance significant effect on a repeat visit with satisfaction as an intervening variable 10). Personality significant negative effect on a repeat visit 8). Assurance significant effect on a repeat visit with satisfaction as an intervening variable 11). Reliability no significant effect on a repeat visit with satisfaction as an intervening variable, 12). Sincerity does not significantly influence the repeat visit with satisfaction as an intervening variable, 13). Tangible significant negative effect on a repeat visit with satisfaction as an intervening variable. Reliability no significant effect on a repeat visit with satisfaction as an intervening variable, 12). Sincerity does not significantly influence the repeat visit with satisfaction as an intervening variable, 13). Tangible significant negative effect on a repeat visit with satisfaction as an intervening variable. Reliability no significant effect on a repeat visit with satisfaction as an intervening variable, 12). Sincerity does not significantly influence the repeat visit with satisfaction as an intervening variable, 13). Tangible significant negative effect on a repeat visit with satisfaction as an intervening variable.
Keywords :
Service Quality, Satisfaction, Repeat Visit.
