ANALISIS PENGARUH KUALITAS LAYANAN, FASILITAS, CITRA RUMAH SAKIT, KEPUASAN PASIEN DALAM RANGKA MENINGKATKAN LOYALITAS PASIEN (Studi Pada Pasien Rawat Inap RSUD Tugurejo Semarang)
Abstract: The background of
this research is the increasing number of complaints of inpatients, especially
on the quality of services and facilities. The growing number of complaints
leads to dissatisfaction and will affect patient loyalty. The purpose of this
study is to determine the effect of service quality, facilities hospital image,
patient satisfaction on the loyalty of RSUD Tugurejo’s Semarang inpatients.
Technique that used in this research is Non-Probability Sampling with
Purposive Sampling approach, which has ever used inpatient services of RSUD
Tugurejo in 2016, who is appropriate to be a sample. The collection of data obtained through 182
inpatients, with the aim of knowing the responses of respondents on the
variables studied by questionnaire tool, using Likert 1-10 scale. Data analysis
and interpretation techniques using SEM (Structural Equation Modeling),
according to the model developed in this study, the operation through Amos
version 22.0 program.
The results showed that service quality has a positive and significant
effect on hospital image, service quality has a positive and significant effect
on patient satisfaction, service quality has a positive and significant effect
on patient loyalty. Facilities has a
positive and significant effect on service quality, facilities has a positive
and significant effect on hospital image, facilities has a positive and significant
effect on patient satisfaction. Hospital
image has a positive and significant effect on patient loyalty. Patient satisfaction has a positive and
significant influence on patient loyalty
Keywords: service quality,
corporate image, hospital image, facility, customer satisfaction, patient
satisfaction, customer loyalty, patient loyalty
Penulis: Lyrissa Gisela
Sharon, Suryono Budi Santoso
Kode Jurnal: jpmanajemendd170785
