Analysis of Health Service Quality and Patient Satisfaction on Patient Loyalty in the Outpatient Installation of Aulia Blitar General Hospital
DOI:
https://doi.org/10.30994/sjik.v12i1.1013Keywords:
hospital service, loyalty, patient satisfaction, qualityAbstract
Quality of service is an important thing in services, especially health services in hospitals to provide satisfaction to patients and families. Satisfaction is the result of the good quality of the services provided so that there will be a feeling of comfort and safety for returning to the hospital or health service. The return of patients to the hospital for treatment is one proof of patient loyalty and patient loyalty to the hospital because they are satisfied with the quality of services provided. This study aims to determine the effect of quality of health services and patient satisfaction on patient loyalty in outpatient installations at Aulia Blitar General Hospital. This type of research uses observational analytic with cross sectional design.
References
Abdurochman. (2015). The Effect of Service Quality on Customer Loyalty (Case Study on Green Cake and Coffee Bandung). SPeSIA Research Proceedings 2015. 379-385.
Afrilianti, Nur. (2016). Patient Satisfaction with the Quality of Inpatient Services based on the Servqual Method at the Cilegon Regional General Hospital. Syarif Hidayatullah State Islamic University, Jakarta.
Agus, DS. (2015). Relationship between Health BPJS Service Quality and Patient Satisfaction in Class III Inpatient Installations at Sekayu Hospital in 2015. Nursing Academy, Banyuasin Regency Government. Journal Manuscript Publication Volume VIII.
Amin. (2014). The Effect of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty (Survey of AHAS 0347 Batu workshop customers). Journal of Business Administration (JAB). Volume 17. No. 1.
Bata YW. (2013). The Relationship between Health Service Quality and Patient Satisfaction Using Social Access in Inpatient Services at Lakipadada Hospital, Tana Toraja Regency. Makassar: Hasanuddin University.
Endratama, Dewanto. (2015). Analysis of the Influence of Service Quality and Customer Satisfaction on Customer Loyalty (Study at the "Ndoro Donker" Tea House. Publication Manuscript. Surakarta: Faculty of Economics and Business, Muhammadiyah University of Surakarta.
Kuncoro, Mudrajat. (2009). Research Methods for Business & Economy. Erlangga. Jakarta. Kuntoro, 2017. Patient Satisfaction on Quality of Service at the Outpatient Registration Center at the Kretek Bantul Health Center, Yogyakarta. Gadjah Mada University.
Kusumastuti. (2011). Business Communication. IPB Press. Bogor. Lesman, January. 2018. Analysis of the Gap Between Performance and Patient Satisfaction in the Pharmacy Installation of the Pagesahan Health Center. Mataram College of Administrative Sciences.
Murti, B. (2006). Design and Sample Size for Quantitative and Qualitative Research in the Health Sector. Yogyakarta: Gadjah Mada University Press.
Murtiana, E. (2016). Relationship between Health Service Quality and BPJS Patient Satisfaction at Kendari City Hospital. Thesis of the Faculty of Public Health, University of Haluoleo.
Nofianti. (2016). Ideal Hospital Service Management for Inpatient Services. Jakarta: Esa Superior University.
Putri, Resita Widya. (2015). The Effect of Service Quality on Customer Satisfaction and Customer Loyalty (2000 AUTO Customer Survey Waru Surabaya). Journal of Business Administration. Vol 1. No 1.
Sugiyono. (2013). Quantitative, Qualitative & RND Research Methods. Bandung: Alphabet.
Wardana, Arif. (2011).Analysis of patient satisfaction at the Pavilium Kartika Inpatient Installation in Central Jakarta for the November 2012 Period. Thesis of the Faculty of Public Health Study Program Hospital Administration Studies, University of Indonesia Depok.
