The Role of Responsiveness and Trust on Customer Loyalty with Satisfaction as an Intervening Variable at Tunjungan Health Center, Blora Regency

Maretha Herwati

Abstract


Responsiveness is one of the indicators of the quality of health services that are expected and become a basic need for everyone. As one of the health service providers, the Health Center is required to provide services that build trust and create patient satisfaction which is expected to increase the number of visits including visits of maternity patients. This study aims to determine the effect of responsiveness, trust, and satisfaction on customer loyalty at the Tunjungan Health Center. This research method will use a cross-sectional design with a sample of 142 respondents selected using purposive sampling techniques. Data analysis was carried out using multiple logistic regression on SPSS software. The results of the regression with Path analysis showed that the direct effect of responsiveness on loyalty was 0.384 or 38% and its indirect effect through the mediator satisfaction was 0.166 or 16.6%. While the direct effect of trust on loyalty was 0.204 and its indirect effect through the mediator satisfaction was 0.128 or 12.8%. Based on these results, it can be concluded that the effect of responsiveness and trust on patient loyalty has a greater direct effect than the indirect effect through the mediator satisfaction variable.

Keywords


Loyalty; Responsiveness; Satisfaction; Trust.

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References


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DOI: http://dx.doi.org/10.30659/jrbi.v19i1.43672

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