Bagus Aprianto, - (2023) ANALISIS KEPUASAN TERHADAP LOYALITAS PASIEN DI INSTALASI RAWAT JALAN RUMAH SAKIT SIMPANGAN DEPOK, JAWA BARAT. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Hospital must be able to provide health services that satisfy the patient. Patient satisfaction will affect patient loyalty so that it can maintain the competitiveness, image, and performance of the hospital. This study aims to analyze patient satisfaction with the outpatient loyalty at Rumah Sakit Simpangan Depok, West Java. This study used a cross-sectional study approach with a sample of 80 respondents as in outpatient at Rumah Sakit Simpangan Depok from November to December 2022. The chi-square test was used to analyze the relationship between the dimensions of patient satisfaction and patient loyalty. Measurement of patient satisfaction through five dimensions including reliability, assurance, responsiveness, physical evidence, and empathy. The results showed a significant relationship between the dimensions of reliability (p value = 0.045), assurance (p value = 0.002), responsiveness (p value = 0.026), physical evidence (p value = 0.004), and empathy (p = 0.045) on patient loyalty. The conclusion in this study is that there is a significant relationship between the dimensions of patient satisfaction and loyalty with p value ≤ 0.05. This research is an evaluation material for Rumah Sakit Simpangan Depok to improve the service quality to increase patient satisfaction and loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No Panggil: 1910713001] [pembimbing: Acim Heri Iswanto] [Penguji 1: Agustina] [Penguji 2: Apriningsih] |
| Uncontrolled Keywords: | Patient Loyalty, Patient Satisfaction, Service Quality |
| Subjects: | R Medicine > R Medicine (General) R Medicine > RA Public aspects of medicine R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine |
| Divisions: | Fakultas Ilmu Kesehatan > Program Studi Kesehatan Masyarakat (S1) |
| Depositing User: | Bagus Aprianto |
| Date Deposited: | 08 Feb 2023 07:09 |
| Last Modified: | 08 Feb 2023 07:09 |
| URI: | http://repository.upnvj.ac.id/id/eprint/23139 |
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