Analisa Pengaruh Kualitas Pelayanan Terhadap Loyalitas Dimediasi Kepuasan Pasien Pada Cv. Della Medika

Penulis

  • Degista Dwi Fauzi Telkom University
  • Tarandhika Tantra Telkom University

Abstrak

[1] Hidayah, N., & Kusumo, M. P. (2021). Peningkatan Kegiatan Operasional Klinik Pratama Al-Ikhlas Muhammadiyah Borobudur. SELAPARANG Jurnal Pengabdian Masyarakat Berkemajuan, 4(2), 56. https://doi.org/10.31764/jpmb.v4i2.3967
[2] Arianto, N. (2017). Pengaruh Kualitas Pelayanan, Harga, dan Kepuasan terhadap Loyalitas Pasien (Studi Kasus
Pada Pasien Rawat Jalan Rumah Sakit Premier Bintaro). Jurnal Organisasi Dan Manajemen, 13(1), 1–9. https://doi.org/10.33830/jom.v13i1.13.2017
[3] Fatonah, S., & Palupi, H. (2020). The Effect of Handling Complaint and Hospital Service Quality on Patient
Satisfaction and Loyalty Siti Fatonah, Heny Palupi. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah
Sakit), 9(3), 268–276. https://doi.org/10.18196/jmmr.93138
[4] Trisnayanti, Hakim, L., & Tahir, N. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di RSUD
H.Padjomga DG. Ngalie Kabupaten Takalar. Jurnal Unismuh, 1(2), 456
[5] Wulaisfan, R., & Fauziah, Y. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien Dengan
Kepuasan Pasien Sebagai Mediasi Pasien Rawat Inap Di RSU Dewi Sartika Kendari. Window of Health : Jurnal
Kesehatan, 2(2), 97–105. https://doi.org/10.33096/woh.v2i2.577
[6] Kotler, P., & Keller, K. L. (2018). Manajemen Pemasaran. Pearson Education, Inc.
[7] Aldrin, F. R., & Widiyanesti, S. (2023). Peran Keputusan Pembelian Memediasi Kualitas Produk, Persepsi
Harga, Dan Citra Merek Terhadap Kepuasan Konsumen Shopee. E-Proceeding of Management, 10(2), 1032
1041. https://openlibrarypublications.telkomuniversity.ac.id/index.php/management/article/download/19834/19
200
[8] Aly, M. N., & Trianasari, N. (2020). Pengaruh Kualitas Layanan Sistem Pembayaran Non Tunai Terhadap
Kepuasan Konsumen. E-Proceeding of Management, 7(1), 395
[9] Novantiani, A., & Cahyani, L. (2023). Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan pada
PT.Telkom Indonesia (Studi Kasus Unit Bussines Service Witel Bandung). E-Proceeding Telkom University
Open Library, 9(2), 626–631
[10] Iqbal, M., & Tantra, T. (2023). Pengaruh Design Website Quality Dan E-Service Quality Terdahap Repurchase
Intention Yang Dimediasi Oleh Customer Satisfaction. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi
(MEA), 7(2), 1291–1306. https://doi.org/10.31955/mea.v7i2.3172
[11] Trilaksono, A. I., & Prabowo, B. (2023). Analisis Pengaruh Experiential Marketing terhadap Loyalitas
Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening: Studi Kasus pada Gojek di Surabaya.
Reslaj: Religion Education Social Laa Roiba Journal, 5(1), 101–112. https://doi.org/10.47476/reslaj.v5i1.1262
[12] Kuswandini, L., & Silvianita, A. (2024). Pengaruh Motivasi Belajar , Dengan Moderasi Metode Blended
Learning Terhadap Kepuasan Belajar Mahasiswa Prodi Administrasi Bisnis Telkom University Di Masa Post
Covid-19 The Influence Of Learning Motivation , With Moderation Of The Blended Learning Method. E
Proceeding of Management, 11(1), 1047–1054
[13] Saragih, R., Liu, R., Putri, C. A., Fakhri, M., & Pradana, M. (2022). the Role of Loyalty and Satisfaction in
Forming Word-of-Mouth Influence in a B2B Environment: Evidence From the Knitting Industry of Indonesia.
Journal of Eastern European and Central Asian Research, 9(3), 543–553. https://doi.org/10.15549/jeecar.v9i3.889
[14] Madiawati, P. N., & Pradana, M. (2020). Customers’ Satisfaction of Online Shopping Measured By Information
Quality and Trust Factors. International Journal of Management (IJM), 11(8), 1094–1105.
https://doi.org/10.34218/IJM.11.8.2020.098
[15] Setiadi, D., & Mustikasari, A. (2023). Pengaruh Loyalty Program terhadap Loyalitas Pelanggan Indihome di
Kota Bandung pada Tahun 2022 (Studi Kasus Pelanggan Prioritas ataupun High Value Customer PT
TelkomWitel Bandung) Influence of loyalty Program on Indihome Customer Loyalty in Bandung City in .
E-Proceeding of Applied Science, 9(2), 641–648
[16] Lupiyoadi. (2018). Manajemen Pemasaran Jasa. Salemba Empat
[17] Tjiptono, F. (2019). Pemasaran Jasa (Prinsip, Penerapan, dan Penelitian). Andi
[18] Aljumah, A., Nuseir, M. T., & Islam, A. (2020). Impacts of service quality, satisfaction and trust on the loyalty
of foreign patients in Malaysian medical tourism. International Journal of Innovation, Creativity and Change,
11(2), 451–467
[19] Ampaw, E. M., Chai, J., Liang, B., Tsai, S. B., & Frempong, J. (2020). Assessment on health care service
quality and patients’ satisfaction in Ghana. Kybernetes, 49(12), 3047–3068. https://doi.org/10.1108/K-06- 2019
0409
[20] Phonthanukitithaworn, C., Naruetharadhol, P., Gebsombut, N., Chanavirut, R., Onsa-ard, W., Joomwanta, P.,
Chanyuan, Z., & Ketkaew, C. (2020). An Investigation of the Relationship Among Medical Center’s Image,
Service Quality, and Patient Loyalty. SAGE Open, 10(4). https://doi.org/10.1177/2158244020982304
[21] Sholeh, M., & Chalidyanto, D. (2021). The Effect of Service Quality on Loyalty Through Patient Satisfaction in Outpatient of Hospital X, Malang. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(2), 148
157. https://doi.org/10.18196/jmmr.v10i2.10239
[22] Pratama, V., & Hartini, S. (2020). the Effect of Perception of Health Care Service Quality on Patient
Satisfaction and. Jurnal Manajemen Teori Dan Terapan, 13(3), 234–253

Referensi

Hidayah, N., & Kusumo, M. P. (2021). Peningkatan Kegiatan Operasional Klinik Pratama Al-Ikhlas

Muhammadiyah Borobudur. SELAPARANG Jurnal Pengabdian Masyarakat Berkemajuan, 4(2), 56.

https://doi.org/10.31764/jpmb.v4i2.3967

Arianto, N. (2017). Pengaruh Kualitas Pelayanan, Harga, dan Kepuasan terhadap Loyalitas Pasien (Studi Kasus

Pada Pasien Rawat Jalan Rumah Sakit Premier Bintaro). Jurnal Organisasi Dan Manajemen, 13(1), 1–9. https://doi.org/10.33830/jom.v13i1.13.2017

Fatonah, S., & Palupi, H. (2020). The Effect of Handling Complaint and Hospital Service Quality on Patient

Satisfaction and Loyalty Siti Fatonah, Heny Palupi. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah

Sakit), 9(3), 268–276. https://doi.org/10.18196/jmmr.93138

Trisnayanti, Hakim, L., & Tahir, N. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di RSUD

H.Padjomga DG. Ngalie Kabupaten Takalar. Jurnal Unismuh, 1(2), 456

Wulaisfan, R., & Fauziah, Y. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien Dengan

Kepuasan Pasien Sebagai Mediasi Pasien Rawat Inap Di RSU Dewi Sartika Kendari. Window of Health : Jurnal

Kesehatan, 2(2), 97–105. https://doi.org/10.33096/woh.v2i2.577

Kotler, P., & Keller, K. L. (2018). Manajemen Pemasaran. Pearson Education, Inc.

Aldrin, F. R., & Widiyanesti, S. (2023). Peran Keputusan Pembelian Memediasi Kualitas Produk, Persepsi

Harga, Dan Citra Merek Terhadap Kepuasan Konsumen Shopee. E-Proceeding of Management, 10(2), 1032

https://openlibrarypublications.telkomuniversity.ac.id/index.php/management/article/download/19834/19

Aly, M. N., & Trianasari, N. (2020). Pengaruh Kualitas Layanan Sistem Pembayaran Non Tunai Terhadap

Kepuasan Konsumen. E-Proceeding of Management, 7(1), 395

Novantiani, A., & Cahyani, L. (2023). Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan pada

PT.Telkom Indonesia (Studi Kasus Unit Bussines Service Witel Bandung). E-Proceeding Telkom University

Open Library, 9(2), 626–631

Iqbal, M., & Tantra, T. (2023). Pengaruh Design Website Quality Dan E-Service Quality Terdahap Repurchase

Intention Yang Dimediasi Oleh Customer Satisfaction. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi

(MEA), 7(2), 1291–1306. https://doi.org/10.31955/mea.v7i2.3172

Trilaksono, A. I., & Prabowo, B. (2023). Analisis Pengaruh Experiential Marketing terhadap Loyalitas

Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening: Studi Kasus pada Gojek di Surabaya.

Reslaj: Religion Education Social Laa Roiba Journal, 5(1), 101–112. https://doi.org/10.47476/reslaj.v5i1.1262

Kuswandini, L., & Silvianita, A. (2024). Pengaruh Motivasi Belajar , Dengan Moderasi Metode Blended

Learning Terhadap Kepuasan Belajar Mahasiswa Prodi Administrasi Bisnis Telkom University Di Masa Post

Covid-19 The Influence Of Learning Motivation , With Moderation Of The Blended Learning Method. E

Proceeding of Management, 11(1), 1047–1054

Saragih, R., Liu, R., Putri, C. A., Fakhri, M., & Pradana, M. (2022). the Role of Loyalty and Satisfaction in

Forming Word-of-Mouth Influence in a B2B Environment: Evidence From the Knitting Industry of Indonesia.

Journal of Eastern European and Central Asian Research, 9(3), 543–553 https://doi.org/10.15549/jeecar.v9i3.889

Madiawati, P. N., & Pradana, M. (2020). Customers’ Satisfaction of Online Shopping Measured By Information

Quality and Trust Factors. International Journal of Management (IJM), 11(8), 1094–1105.

https://doi.org/10.34218/IJM.11.8.2020.098

Setiadi, D., & Mustikasari, A. (2023). Pengaruh Loyalty Program terhadap Loyalitas Pelanggan Indihome di

Kota Bandung pada Tahun 2022 (Studi Kasus Pelanggan Prioritas ataupun High Value Customer PT

TelkomWitel Bandung) Influence of loyalty Program on Indihome Customer Loyalty in Bandung City in .

E-Proceeding of Applied Science, 9(2), 641–648

Lupiyoadi. (2018). Manajemen Pemasaran Jasa. Salemba Empat

Tjiptono, F. (2019). Pemasaran Jasa (Prinsip, Penerapan, dan Penelitian). Andi

Aljumah, A., Nuseir, M. T., & Islam, A. (2020). Impacts of service quality, satisfaction and trust on the loyalty

of foreign patients in Malaysian medical tourism. International Journal of Innovation, Creativity and Change,

(2), 451–467

Ampaw, E. M., Chai, J., Liang, B., Tsai, S. B., & Frempong, J. (2020). Assessment on health care service

quality and patients’ satisfaction in Ghana. Kybernetes, 49(12), 3047–3068. https://doi.org/10.1108/K-06- 2019

Phonthanukitithaworn, C., Naruetharadhol, P., Gebsombut, N., Chanavirut, R., Onsa-ard, W., Joomwanta, P.,

Chanyuan, Z., & Ketkaew, C. (2020). An Investigation of the Relationship Among Medical Center’s Image,

Service Quality, and Patient Loyalty. SAGE Open, 10(4). https://doi.org/10.1177/2158244020982304

Sholeh, M., & Chalidyanto, D. (2021). The Effect of Service Quality on Loyalty Through Patient Satisfaction in Outpatient of Hospital X, Malang. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(2), 148

https://doi.org/10.18196/jmmr.v10i2.10239

Pratama, V., & Hartini, S. (2020). the Effect of Perception of Health Care Service Quality on Patient

Satisfaction and. Jurnal Manajemen Teori Dan Terapan, 13(3), 234–253

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2025-05-17

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Prodi S1 Manajemen (Manajemen Bisnis Telekomunikasi & Informatika)