Jurnal PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PASIEN RAWAT INAP: KAJIAN EMPIRIK RUMAH SAKIT ISLAM FATIMAH CILACAP

Jurnal PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PASIEN RAWAT INAP: KAJIAN EMPIRIK RUMAH SAKIT ISLAM FATIMAH CILACAP

ABSTRACT : Needs to be
quality hospital services are increasing as the more
improving economy and public health status. In a few years
more recently, the growth of private hospitals in Indonesia has been experienced
significant developments with the publication of various regulations and
legislation by the government.

Therefore, in order to survive in the midst of competition, then
Fatimah Islam Hospital Cilacap should be able to provide that service
quality oriented to the achievement of patient satisfaction on
turn will lead to patient loyalty. This research aims to
know the influence of service quality to satisfaction and to know
the influence of satisfaction on loyalty of inpatients in Islamic Hospital
Fatimah Cilacap.

The research design used was analytic crosssectional with
prospective data collection in the form of quantitative data. Data
quantitatively obtained by using a closed questionnaire. Questionnaire
given to 123 inpatients. Then the data is analyzed
using multiple linear regression statistics to determine the effect
dimension of service quality to satisfaction and linear regression method
simple to know the effect of satisfaction on patient loyalty of care
(19659002) The results showed that the quality of service gives influence
positive response to patient satisfaction at the Fatimah Islamic Hospital
Cilacap. The quality of service that gives the most influence to
patient satisfaction is the intangible dimension with regression coefficient 0,244,
while the least influence is the dimension of reliability with
regression coefficient 0.185. In addition, the study also showed that
patient satisfaction has a positive effect on patient's loyalty
at the Fatimah Islam Hospital Cilacap.

Keywords : Quality
Services, Patient Satisfaction, Patient Loyalty, Hospital

Author : Zakki Kholid, Sacred Paramithasari
Syahlani, Satibi

Journal Code: jpfarmasidd120375



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