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PERAN KUALITAS LAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN TERHADAP LOYALITAS PASIEN RAWAT JALAN RUMAH SAKIT HERMINA KENDARI (Role Of Service Quality, Company Image And Trust In Patient Loyalty Hermina Kendari Hospital)

Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) · Vol. 6 No. 3 (2022) · pp. 541–551

DOI
10.33772/jumbo.v6i3.23521
ISSN
2502-4175
Published
2022-12-28
Publisher
Pascasarjana Universitas Halu Oleo
Language
eng

Abstract

This studi aims to: 1)examine the simultaneous effect of service quality, hospital image and trust on outpatient loyalty, 2)examine the effect of service quality on outpatient loyalty, 3)examine the effect of hospital image on outpatient loyalty, 4) examine the effect of trust on outpatient loyalty. The object of research is the Hermina Kendari Hospital. The research population is the outpatients of Hermina Kendari Hospital totalling 7.928 respondents. The sampling technique uses the Slovin formula with a precision of 10 percent, thuse research sample is 100 respondents. The data collection method used a questionnaire and all samples returned the submitted questionnaire. The research data was processed using multiple linear regression analysis using the SPSS Ver 24 device.The result of study: 1)simultaneously service qualility, hospital image and trust have a positive and significant effect on outpatient loyalty, 2)service quality has a positive and significant effect on outpatient loyalty, 3)hospital image has a positive and significant effect on outpatient loyalty, 4)trust has a positive and significant effect on outpatient loyalty

Collaboration network of the authors

40 authors · 222 co-authorship links · 2 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universiti Teknologi MARA
  • Universitas Halu Oleo
  • Universitas Muhammadiyah Kendari
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Buyung SaritaAffiliation unknown9
Hartini HartiniAffiliation unknown7
Nursaban RommyAffiliation unknown5
Ibnu HajarUniversiti Teknologi MARA4
Hastuti HastutiAffiliation unknown4
Endro SukotjoAffiliation unknown4
Nurwati NurwatiAffiliation unknown4
Yusuf YusufUniversitas Muhammadiyah Kendari4
Rahmat MadjidAffiliation unknown3
Salma SalehAffiliation unknown3
Samdin SamdinAffiliation unknown3
Alida PalilatiAffiliation unknown3
Nasrul NasrulUniversitas Halu Oleo3
Riski Amalia MadiAffiliation unknown3
Nofal NurAffiliation unknown2
Aidin Hudani AwasinombuAffiliation unknown2
Patwayati PatwayatiAffiliation unknown2
Muh. TaufikAffiliation unknown2
Nursaban Rommy SulemanAffiliation unknown2
Lucia Evianti PatulakAffiliation unknown2
La HataniAffiliation unknown2
La Ode Asfahyadin AliddinAffiliation unknown2
Hayat YusufAffiliation unknown2
Triya AndayaniAffiliation unknown1
Fabian FaqihAffiliation unknown1
Arham ArhamAffiliation unknown1
Titin JuniartinAffiliation unknown1
Nurul IttaqullahAffiliation unknown1
Fiqih Saputra TambokoAffiliation unknown1
Feliks Anggia BK PanjaitanAffiliation unknown1
Nuryamin BudiAffiliation unknown1
Unika Oktaviani DamauAffiliation unknown1
Aninda Adelia Anugrah AlamsyahAffiliation unknown1
Masra MasraAffiliation unknown1
Sinarwaty SinarwatyAffiliation unknown1
Nurlaila RamadhaniAffiliation unknown1
Muhammad Farhan Fauzan KasimAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/JUMBO/oai, first harvested 31 Okt 2026, last seen 31 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PERAN KUALITAS LAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN TERHADAP LOYALITAS PASIEN RAWAT JALAN RUMAH SAKIT HERMINA KENDARI (Role Of Service Quality, Company Image And Trust In Patient Loyalty Hermina Kendari Hospital)</dc:title>
	<dc:creator>Sari, Eka Maya</dc:creator>
	<dc:creator>Juharsah, Juharsah</dc:creator>
	<dc:creator>Hamid, Wahyuniati</dc:creator>
	<dc:subject xml:lang="en-US"></dc:subject>
	<dc:description xml:lang="en-US">This studi aims to: 1)examine the simultaneous effect of service quality, hospital image and trust on outpatient loyalty, 2)examine the effect of service quality on outpatient loyalty, 3)examine the effect of hospital image on outpatient loyalty, 4) examine the effect of trust on outpatient loyalty. The object of research is the Hermina Kendari Hospital. The research population is the outpatients of Hermina Kendari Hospital totalling 7.928 respondents. The sampling technique uses the Slovin formula with a precision of 10 percent, thuse research sample is 100 respondents. The data collection method used a questionnaire and all samples returned the submitted questionnaire. The research data was processed using multiple linear regression analysis using the SPSS Ver 24 device.The result of study: 1)simultaneously service qualility, hospital image and trust have a positive and significant effect on outpatient loyalty, 2)service quality has a positive and significant effect on outpatient loyalty, 3)hospital image has a positive and significant effect on outpatient loyalty, 4)trust has a positive and significant effect on outpatient loyalty</dc:description>
	<dc:publisher xml:lang="en-US">Pascasarjana Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2022-12-28</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/JUMBO/article/view/23521</dc:identifier>
	<dc:identifier>10.33772/jumbo.v6i3.23521</dc:identifier>
	<dc:source xml:lang="en-US">Jurnal Manajemen, Bisnis dan Organisasi (JUMBO); Vol 6, No 3 (2022): Jurnal JUMBO Vol 6 No 3; 541-551</dc:source>
	<dc:source>2502-4175</dc:source>
	<dc:source>10.33772/jumbo.v6i3</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/JUMBO/article/view/23521/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2023 Jurnal Manajemen, Bisnis dan Organisasi (JUMBO)</dc:rights>
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