elfira, irna putri (2019) HUBUNGAN KEPUASAN DENGAN LOYALITAS PENGGUNA RAWAT INAP DI RSU MUHAMMADIYAH SUMATERA UTARA TAHUN 2019. Undergraduate thesis, Institut Kesehatan Helvetia.
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Abstract
In Indonesia, the number of hospitals continues to increase from 2,048 hospitals with 164,480
TT in 2014 increasing to 2,783 hospitals with 278,450 TT in 2017 with an average growth rate of 125 hospitals per year. Based on information from the patient complaints from 12 patients interviewed as many as 7 expressed dissatisfaction with hospital services. This study aims to determine how the relationship of satisfaction with inpatient user loyalty in Muhammadiyah General Hospital North Sumatra in 2019
This research uses exploratory research with cross sectional study design. The population of this study was all inpatients in North Sumatra Muhammadiyah Hospital in 2019 from January to April, which were 406. A sample of 80 people were taken using accidental sampling technique. Data analysis used univariate and bivariate analysis with Chi-Square test statistics.
Chi-Square test results indicate the probability value of each study variable, namely
Reliability (p = 0.011), Responsiveness (p = 0.033), Assurance (p = 0.084) and Empathy (p = 0.004). The conclusions in this study are the factors associated with inpatient user loyalty in North Sumatra Muhammadiyah Hospital in 2019 are Reliability, Responsiveness, Assurance and Empathy.
Based on these results it is recommended that hospitals to maintain customer loyalty by improving service quality so that patient satisfaction is fulfilled, loyal patients have an important role for Muhammadiyah Hospital in North Sumatra to maintain financial and company survival
| Item Type: | Doktoral (Undergraduate) |
|---|---|
| Additional Information: | Kepuasan Pasien, Loyalitas |
| Subjects: | Fakultas Kesehatan Masyarakat > Administrasi Kebijakan Kesehatan Fakultas Kesehatan Masyarakat > Administrasi Rumah Sakit |
| Divisions: | Fakultas Kesehatan Masyarakat > S1 Kesehatan Masyarakat |
| Depositing User: | Irna Putri Elfira |
| Date Deposited: | 06 Jun 2020 04:18 |
| Last Modified: | 06 Jun 2020 04:18 |
| URI: | http://repository.helvetia.ac.id/id/eprint/2795 |
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