CAHYO, FAJAR DWI (2018) ANALISA KUALITATIF PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN DI RUANG RAWAT INAP PADA RUMAH SAKIT TK II PUTRI HIJAU KESDAM I/BB MEDAN TAHUN 2018. Master thesis, INSTITUT KESEHATAN HELVETIA.
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Abstract
The importance of health service for each population, make a hospital has an important role in health services. By oriented to the service quality, the hospital will be able to provide a satisfaction for the patients. The good quality of service will make patients feel confident when they being in a treatment or having hospitalization, so that the patient will become loyal to the hospital.
This purpose of this research is to analyze whether there is an effect of service quality to the patient’s loyality in hospitalization at Putri Hijau Hospital TK II Kesdam I/BB Medan 2018. The type of this research is qualitative research with using case study method. The sample of this research was five peoples based on a particular consideration which has made by the researcher, based on the trait and the population’s character.
The results showed that the service of quality consisting dimensions of physical evidence in the form of building feasibility, completeness of equipment, cleanliness of the room and environment and the appearance of health workers were good, the dimensions of reliability in the form of punctuality, ability to provide services and administrative processes were good, the responsiveness dimension in the form of willingness and responsiveness in helping patients were good, the assurance dimension in the form of friendly attitude were good, and the empathy dimension in the form of equal service and communication were good, so that affect the patient's loyalty in the inpatient room TK II Putri Hijau Hospital Kesdam Medan.
Suggested to Putri Hijau Hospital TK II in Medan, to further improve the quality of health services. Because health is the initial capital for the community to be carrying on life.
| Item Type: | Doktoral (Master) |
|---|---|
| Additional Information: | Service Quality, Loyalty |
| Subjects: | Fakultas Kesehatan Masyarakat > Administrasi Rumah Sakit |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | Fajar Dwi Cahyo |
| Date Deposited: | 18 Jan 2019 03:34 |
| Last Modified: | 11 Mar 2020 07:12 |
| URI: | http://repository.helvetia.ac.id/id/eprint/70 |
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