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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 · 122 co-authorship links · showing the 40 most connected

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

  • Universitas Halu Oleo
  • Institut Agama Islam Negeri 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 unknown4
Nurwati NurwatiAffiliation unknown3
Nursaban RommyAffiliation unknown3
Hartini HartiniAffiliation unknown2
Alida PalilatiAffiliation unknown2
Hayat YusufAffiliation unknown2
Adnan HakimAffiliation unknown2
Nuryamin BudiAffiliation unknown1
Unika Oktaviani DamauAffiliation unknown1
Aninda Adelia Anugrah AlamsyahAffiliation unknown1
Salma SalehAffiliation unknown1
Salni SulasriAffiliation unknown1
Harmi HarmiAffiliation unknown1
Noval NurAffiliation unknown1
Rahmat MadjidAffiliation unknown1
Dyon ZionissaAffiliation unknown1
Hasnani HasnaniAffiliation unknown1
Nursaban Rommy SulemanAffiliation unknown1
Yusuf YusufUniversitas Halu Oleo1
Alihusna AlihusnaAffiliation unknown1
Waode Ilsaria WeniAffiliation unknown1
Andi Rachmat BoestonAffiliation unknown1
Wa Ode Andriyani UmarAffiliation unknown1
Ibnu HajarAffiliation unknown1
Patwayati PatwayatiAffiliation unknown1
La Ode Azaluddin SigaAffiliation unknown1
Farhan Ramdhani IstianandarAffiliation unknown1
Ramadhan RamadhanAffiliation unknown1
Samdin SamdinAffiliation unknown1
La HataniAffiliation unknown1
La Ode Asfahyadin AliddinAffiliation unknown1
Asniati AsniatiUniversitas Halu Oleo1
Lestari DaswanInstitut Agama Islam Negeri Kendari1
Nasrul NasrulAffiliation unknown1
Zaluddin ZaluddinAffiliation unknown1
Novita WulandariAffiliation unknown1
Jayadin JayadinAffiliation 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 Oct 2026, last seen 1 Nov 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>
</oai_dc:dc>