Abstract :

This study aims to examine the effect of service quality and commitment to quality on patient satisfaction and word of mouth intention as intervening variables in patients at the Tamiang Layang Regional General Hospital, East Barito Regency. The population in this study were 122 inpatients in the rose and jasmine rooms, the data were taken from questionnaires distributed to respondents. Data were analyzed using SmartPLS Version 3. The results of this study are Service Quality has an effect on patient satisfaction, Commitment to quality has an effect on patient satisfaction, Service quality has an effect on Word Of Mouth Intention, Commitment to quality has an effect on Word Of Mouth Intention, Patient satisfaction has an effect on Word Of Mouth Intention Regional General Hospital Tamiang Layang, East Barito Regency.

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Keywords :

Commiment to Quality, Service Quality, Word of Mouth

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