Kualitas Layanan dan Loyalitas Pasien (Studi pada Rumah Sakit Umum Swasta di Kota Singaraja–Bali)

Abstract

This study aims to determine the influence of service quality dimensions of patient loyalty in private hospitals in the town of Singaraja-Bali. The technique of data collection was conducted by giving questionnaire to patients in those hospitals. The results of this study indicate that: first, service quality which consists of tangible, reliability, responsiveness, assurance, and empathy have a significant influence on patient loyalty not only partially but also simultaneously; second, reliability is a dimension that has a dominant influence on the patient loyalty.

Consumer’s Consideration in Choosing a Hospital

“…Improved quality of service in question is any effort that can provide satisfaction to consumers. Patient satisfaction will have an impact on patient loyalty to reuse health services Djati, 2011, andSari andAndri, 2014).If An-Nisaa General Hospital is able to maintain the quality of the product, then this will have a positive and significant impact on the purchase (Arumsari D andKhasanah I, 2012, andReppi, et al, 2015).…”

Pengaruh Elemen-Elemen Healthcare Service Quality (Hcsq) Terhadap Kepuasan Pasien Rumah Sakit Bina Sehat Jember

“…Layanan kesehatan saat ini tidak hanya menjadi ranah sosial saja namun berubah menjadi suatu bisnis yang bersifat komersial. Dalam prakteknya, pemilik sarana kesehatan baik klinik, laboratorium medis sampai rumah sakit tidak hanya melakukan tugas pengabdian sebagai tenaga medis namun juga terdapat sisi bisnis atas layanan yang telah diberikan (Gunawan & Djati, 2011;Kartikasari et al, 2014).…”

“…Variabel kualitas layanan secara umum berpengaruh positif terhadap kepuasan pasien (Gunawan and Djati 2011;Handayani 2016;Izadi et al 2017;Kartikasari et al 2014;Wan Rashid and Jusoff 2009). Hal ini menunjukkan bahwa pelayanan dari semua aspek merupakan salah satu kunci untuk meningkatkan kepuasan pasien.…”

The effect of functional quality variables and technical quality on patient satisfaction mediated by image

“…Service quality has to be maintained by doing continuous measurement in order to discover weakness and lack of the given service, and then should be solved according to the priority of the problems. According to a research done by Gunawan and Djati (2011), good quality service of a hospital is depicted from patients' satisfaction with the result that patients have desire to use the same type service at other times. Therefore, quality should be started from customers' needs and ended in the perception that good quality is not seen from service provider perception, which in this term is hospital, but it is based on customers or patients' perception.…”