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PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN (Studi Kasus Pada Rumah Sakit Banyumanik Semarang)

*Zulfikar Akbar Sulistya  -  , Indonesia
Sri Suryoko  -  , Indonesia

Citation Format:
Abstract

The more rapid development of science and technology in the business world led to an increasingly tight competition and forcing businesses to be able to follow the competition
in order to stay afloat and grow in running a business certain. This research was
conducted at RS Banyumanik. From the int
erview against how many patients the known
existence of Banyumanik RS complaints against rates and quality are given. As a
company engaged in the field of services, the HOSPITAL must provide Banyumanik good
service towards its customers, balanced with the
rates according to what provided by RS
Banyumanik.
This research aims to know the influence of qualit
y of service (X
1
) and rates
(X
2
) against patient loyalty (Y) through patient satisfaction at RS Banyumnaik. Type of
research uses explanatory research with
data collection method using interviews and
data collection tools using questionnaires with a sample of 100 respondents RS patients
Banyumanaik using a Non Probability method Sampling with the terms specified.
Analysis techniques using the test validity,
reliability testing, simple linear regression,
multiple linear regression, t
-
test, F
-
test an
d SPSS tool with sobel test 23.
From the results
of the study showed that the quality of service effect strong enough against the patient's
satisfaction of 33.4%, c
omparable to rates in effect strong enough against the patient's
satisfaction of 25.6%. So the known quality of service to the satisfaction of the patients
have a greater influence on compare rates. Whereas with the quality of service effect
strong enough
against patient loyalty of 31.5%. While tariff effect on patient loyalty of
18.5%. So the known quality of service to the loyalty of patients has a greater influence
on compare rates.
Advice that can be given to increase the loyalty of the patient that is
improving the quality of Hospital services, such as Banyumanaik provide good air
circulation, medical and non
-medical personnel is fast and responsive, giving attention
to all patients without choice, medical and non
-medical personnel more friendly and
polite towards patients.

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Keywords: quality of service ; patient satisfaction ; patient loyalty

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