Yogi Suprayogi, - (2024) MODEL PATIENT LOYALTY MELALUI CHILD-FRIENDLY DENTAL CLINIC EXPERIENCE DAN SERVICE QUALITY PADA KLINIK GIGI DI JAWA BARAT. S3 thesis, Universitas Pendidikan Indonesia.
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Abstract
ABSTRACT Yogi Suprayogi, 2104936. MODEL PATIENT LOYALTY MELALUI CHILDFRIENDLY DENTAL CLINIC EXPERIENCE DAN SERVICE QUALITY PADA KLINIK GIGI DI JAWA BARAT, under the guidance of Prof. Dr. Hj. Ratih Hurriyati, M.P.; Dr. Chairul Furqon, S.Sos., M.M.; Dr. Heny Hendrayati S.IP, M.M. West Java Province, the province with the largest number of clinics and high competition in the clinic business, has also been affected by the pandemic. The high number of children's dental caries caused by low visits to dentists shows that the growth of the health sector has not fully had an impact on improving people's dental health. Patient loyalty is still very low in dental clinics considering the high competition and lack of public awareness of dental health. This research developed variable model the Child-Friendly Dental Clinic Experience due to the limitations of Customer Experience theory which was deemed inadequate semantically and functionally. The Child-Friendly Dental Clinic Experience dimensions developed are Social Interaction, Beauty, Service Excellence, Contact Alternative, and A Child-Friendly Dental Clinic with Sensory Experience. This research also aims to develop and test the Child-Friendly Dental Clinic Experience model which is synthesized from Customer Experience and Child-Friendly Dental Clinic Experience. This research uses quantitative methods with data collection techniques using purposive sampling. The distribution of the questionnaire took into account the criteria for respondents who were dental patients with more than one visit to a dental clinic in West Java in the Child-Friendly Dental Clinic category. Data analysis used SEM with a total of 400 parents of pediatric dental patients. The research results show that Service Quality has a significant effect on ChildFriendly Dental Clinic Experience, Patient Satisfaction, and Patient Loyalty. The novelty Child-Friendly Dental Clinic Experience variable successfully plays a mediating role in Service Quality which has a significant effect on Patient Loyalty. The mediating variable Patient Satisfaction is the mediating variable for Service Quality which has a significant effect and has the highest influence on Patient Loyalty. Dental clinics to create and maintain patient loyalty are advised to consider the variables of Service Quality, Child-Friendly Dental Clinic Experience, Patient Satisfaction, and Patient Loyalty. This research is expected to help dental clinic businesses develop and be able to compete. Keywords: Dental clinics, service quality, child-friendly dental clinic experience, patient satisfaction, patient loyalty.
| Item Type: | Thesis (S3) |
|---|---|
| Additional Information: | ID SINTA Dosen Pembimbing: RATIH HURRIYATI: 5984336 CHAIRUL FURQON: 5994043 HENY HENDRAYATI: 5994544 |
| Uncontrolled Keywords: | Klinik Gigi, Service Quality, Child-Friendly Dental Clinic Experience, Patient Satisfaction, Patient Loyalty. Dental clinics, service quality, child-friendly dental clinic experience, patient satisfaction, patient loyalty. |
| Subjects: | H Social Sciences > HQ The family. Marriage. Woman R Medicine > RA Public aspects of medicine R Medicine > RK Dentistry |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > S3 Manajemen |
| Depositing User: | Yogi Suprayogi |
| Date Deposited: | 04 Sep 2024 02:41 |
| Last Modified: | 04 Sep 2024 02:41 |
| URI: | http://repository.upi.edu/id/eprint/121648 |
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MODEL PATIENT LOYALTY MELALUI CHILD-FRIENDLY DENTAL CLINIC EXPERIENCE DAN SERVICE QUALITY PADA KLINIK GIGI DI JAWA BARAT. (deposited UNSPECIFIED)
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