HUTABARAT, YASBIN (2018) FAKTOR FAKTOR YANG MEMENGARUHI LOYALITAS PASIEN DI PUSKESMAS PADANGMATINGGI KOTA PADANGSIDIMPUAN TAHUN 2017. Master thesis, INSTITUT KESEHATAN HELVETIA.
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Abstract
The Health Center is a health service facility that organizes public health efforts and first-rate individual health efforts, by prioritizing promotive and preventive efforts, to achieve the highest level of community health in its working area. To achieve these objectives, 2 health service targets are set, namely the number of visits and transition. Padangmatinggi Health Center is a First Level Health Facility with a target visit of 15% and a transition rate of 0% every year. The realization of visits in 2016 reached 4.3% and the number of patients who switched reached 944 people at the end of 2016.
This study aims to determine the factors that influence the patient loyalty at Padangmatinggi Health Center in Padangsidimpuan in 2017. This study uses a quantitative approach with a survey method by a cross-sectional study design. The samples were taken by using incidental sampling (non probability sampling) techniques, by distributing questionnaires that have been tested for validity and reliability to 230 respondents. The statistical analysis used in this study was Multiple Correlation Regression.
Based on the results of multiple linear regression tests, it was known that the variables of satisfaction, trust and customer value have a positive effect on patient loyalty with a regression coefficient of satisfaction variable of 0.121, a regression coefficient of confidence variable of 0.220 and a regression coefficient of customer value of 0.051. Based on the results of the t test, the coefficient of determination (R2) is 0.708. Thus it can be concluded, that the contribution of the variables of satisfaction, trust and customer value to the loyalty variant wass 70.8%, while 29.2% was again influenced by other variables not included in the model.
It is suggested to the Health Center to build loyalty by increasing trust, satisfaction and customer value through increasing the skills and abilities of the health center staff, repairing and structuring the facilities of the Health Center providing complete equipment and medicines.
| Item Type: | Doktoral (Master) |
|---|---|
| Additional Information: | Loyalty, Satisfaction, Trust, Customer Value |
| Subjects: | Fakultas Kesehatan Masyarakat > Promosi Kesehatan Fakultas Kesehatan Masyarakat > Keselamatan dan Kesehatan Kerja |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | Yasbin Hutabarat |
| Date Deposited: | 08 Jan 2019 02:00 |
| Last Modified: | 10 Mar 2020 08:22 |
| URI: | http://repository.helvetia.ac.id/id/eprint/588 |
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