Putri Andini Novianti, . (2024) HUBUNGAN KUALITAS PELAYANAN DAN KEPUASAN PASIEN TERHADAP LOYALITAS PASIEN DI INSTALASI RAWAT JALAN RUMAH SAKIT CITRA ARAFIQ DEPOK TAHUN 2024. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Dissatisfaction is often caused by unsatisfactory services or a decline in the quality of services from what is expected. With competition between hospitals, fluctuating visits, and patient satisfaction ratings, the challenge is how hospitals can efficiently attract public interest by providing the best quality services. Hospitals must deliver excellent services to enhance satisfaction and strengthen patient loyalty, ensuring that patients will return to the same hospital when experiencing health issues.This research aims to determine the relationship between service quality patient satisfaction and patient loyalty in the Outpatient Department of Citra Arafiq Hospital, Depok, in 2024. This research employs a cross-sectional design. The sample consists of 110 outpatients selected using purposive sampling. Data collection was conducted through questionnaires, and the statistical test used was the chi-square test. The analysis results show a significant relationship between service quality dimensions, including reliability (p-value=0.000), assurance (p-value=0.000), responsiveness (p-value=0.000), facilities (p-value=0.000), and empathy (p-value=0.000) and patient loyalty in the Outpatient Department of Citra Arafiq Hospital, Depok. The research also indicates a significant relationship between patient satisfaction and patient loyalty (p-value=0.000) in the Outpatient Department of Citra Arafiq Hospital, Depok. The research concludes that there is a significant relationship between the quality of service dimensions of reliability, responsiveness, assurance, tangibles, and empathy, and patient loyalty at the Outpatient Unit of Citra Arafiq Hospital in Depok. Additionally, there is a significant relationship between patient satisfaction and loyalty at the Outpatient Unit of Citra Arafiq Hospital in Depok.The hospital is advised to maintain and improve service quality and pay attention to outpatient satisfaction through regular development and evaluation, thereby better meeting outpatient needs and fostering patient loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2010713159] [Pembimbing: Cahya Arbitera] [Penguji 1: Een Kurnaesih] [Penguji 2: Riswandy Wasir] |
| Uncontrolled Keywords: | Service Quality, Satisfaction, Loyalty, Patient |
| 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: | PUTRI ANDINI NOVIANTI |
| Date Deposited: | 29 Aug 2024 04:15 |
| Last Modified: | 29 Aug 2024 04:15 |
| URI: | http://repository.upnvj.ac.id/id/eprint/32695 |
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