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This document analyzes the relationship between perceived service quality, actual service quality performance, and patient loyalty at Pertamina Jaya Jakarta Hospital in 2019. A survey was conducted with 114 respondents. The results showed that perceived service quality had a significant positive effect on actual service quality, explaining 97.8% of the variance. Perceived service quality had a negative but insignificant effect on patient loyalty, while actual service quality had a significant positive effec

Author

dinda mentari putri

Language

EN