STUDI EMPIRIS PENGARUH WAKTU TUNGGU TERHADAP KEPUASAN DAN LOYALITAS PASIEN KLINIK GIGI

Harlim, Nila Anatha (2015) STUDI EMPIRIS PENGARUH WAKTU TUNGGU TERHADAP KEPUASAN DAN LOYALITAS PASIEN KLINIK GIGI. S2 thesis, UAJY.

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Abstract

Waiting time is important to managed by business services providers. Previous research has shown that delay could affect customer satisfaction with services. Service satisfaction is one of variables that can affect loyalty. Consumer loyalty should be achieved as a final result. This study aims to determine the effect of waiting time satisfaction to service satisfaction-loyalty relationship in services. The study was conducted with a sample of 150 respondents at Dentes dental clinic. Patients were asked to fill out a questionnaire while waiting for service payment by dentist. Data were analyzed by multiple regression analysis and moderating analysisis regression using SPSS ver16.00. The research proves that waiting time satisfaction has significant effect on service satisfaction. Waiting time satisfaction increase patient satisfaction to the dentist. Waiting time satisfaction also serves as a moderating variable in the relationship between patient satisfaction and loyalty at dental clinics

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