SITUMORANG, NOFRITA INDAH PARAMIDA (2019) ANALISIS HUBUNGAN KUALITAS PELAYANAN DOKTER TERHADAP LOYALITAS PASIEN DI RUMAH SAKIT HAJI MEDAN. Master thesis, INSTITUT KESEHATAN HELVETIA.
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Abstract
The quality of doctor services at the Medan Haji Hospital polyclinic is an important factor for the establishment of good patient loyalty. There are five dimensions to service quality, namely physical evidence, reliability, responsiveness, assurance and empathy. The purpose of this study is to analyze the relationship between the quality of doctor's services and the loyalty of patients at Medan Hajj Hospital.
This type of research is quantitative research with cross sectional study design. The study was conducted at the Surgery Polyclinic at Haji Hospital Medan. Research papulation were all surgical studies included in the inclusion criteria visited in October 2019. Samples were obtained by purposive sampling totaling 92 people. Data were analyzed by Chi Square Test and logistic regression.
From the results of the study, it is known that most of the respondents are young adults 46.7%, private employees 31.5%, high schools 50%, insurers Insurance costs 59%. Bivariate results show that tangible factors (p = 0.025), reliability (p = 0.04), responsiveness (p = 0.033), collateral (p = 0.04), empathy (p = 0.037) to patient loyalty in the Bedan Polyclinic Haji Hospital Medan.
Based on these results that prove the loyalty of patients at the Medan Haj Hospital Bedan Polyclinic is physical evidence, reliability, setbacks, guarantees and empathy. Circulated to the hospital to focus on the most dominant dimension, namely reliability to increase patient loyalty.
| Item Type: | Doktoral (Master) |
|---|---|
| Uncontrolled Keywords: | Tangibel, reliability, responsiveness, assurance, empathy dan loyalitas pasien. |
| Subjects: | Fakultas Kesehatan Masyarakat > Manajemen Rumah Sakit Fakultas Kesehatan Masyarakat > Kesehatan Masyarakat |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | Nofrita Indah Paramida Situmorang |
| Date Deposited: | 25 Feb 2020 06:59 |
| Last Modified: | 25 Feb 2020 06:59 |
| URI: | http://repository.helvetia.ac.id/id/eprint/2523 |
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