ANALISIS LOYALITAS PASIEN DIINSTALASI RAWAT INAP RSUD MUNYANG KUTE REDELONG KABUPATEN BENER MERIAH PROVINSI ACEH TAHUN2019

Nirmayati, - (2019) ANALISIS LOYALITAS PASIEN DIINSTALASI RAWAT INAP RSUD MUNYANG KUTE REDELONG KABUPATEN BENER MERIAH PROVINSI ACEH TAHUN2019. Master thesis, Institut Kesehatan Helvetia Medan.

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Abstract

Quality service delivery to patients is a way to increase the loyalty of patients to hospitals. Patient care in inpatients in Munyang Kute Hospital is sufficiently low. Visiting data from long-standing patients from January to June 2018 show a significant difference in proportions. The number of old patients is 498 people with an average of 83 people per month and new patients are 4,625 people and 770 people per month on average. The aim of the study was the analysis of the loyalty of patients in the Inpatient Installation of Munyang Kute Hospital.
The type of research is mixed methods with a quantitative cross-sectional approach and qualitative research. The population was 5,123 patients. Quantitative approaches are 113 people with a proportional to size technique. Qualitative approach informants are 3 patients and 4 people (Head of Services, Head of Nursing, Head of Medical Support, and Director). Quantitative data were analyzed by univariate, bivariate and multivariate, while qualitative data are through data reduction, presentation and conclusion.
The results of the study showed that patients were re-visited by 60.2%, less than 59.3%, committed to low 52.2%, strong rejection 61.1, did not recommend 62.8%, and were not loyal 56.6%. The results of the multivariate analysis using the regression analysis were shown a repeat visit value (0.012), preferences (0.019), commitment (0.003), rejection (0.037) and recommendations (0.001) that affected patient loyalty. The results of the interview found that the factors that affect patient loyalty are access, facilities, cleanliness, and noise.
The conclusions in this study are the influence of visits, preferences, commitment, refusal, recommendations of patients regarding the integrity of patients at the Munyang Kute Hospital in 2019. It is recommended that hospital management can evaluate the level of patient satisfaction through suggestion boxes, improve employee skills and abilities in communication.

Item Type:	Doktoral (Master)
Uncontrolled Keywords:	Loyalitas, Kunjungan Ulang, Kesukaan, Komitmen, Penolakan, Rekomendasi.
Subjects:	Fakultas Kesehatan Masyarakat > Kepuasan Pasien Fakultas Kesehatan Masyarakat > Manajemen Rumah Sakit
Divisions:	Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User:	nirmayati - -
Date Deposited:	27 Feb 2020 05:03
Last Modified:	27 Feb 2020 05:03
URI:	http://repository.helvetia.ac.id/id/eprint/1609

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