Kualitas Layanan dan Loyalitas Pasien (Studi pada Rumah Sakit Umum Swasta di Kota Singaraja–Bali)

Abstract

This Study aims to determine the influence of Service Quality dimensions of patien loyalty Private Hospital in the town of Singaraja – Bali, which include: first, the influence of the Service Quality to the Loyalty of patiens simultaneusly; secondly, the influence of Service Quality to the loyalty of patiens partially; third, the most dominan dimension inflence patien loyalty. Individual analysis unit is connected with the analysis of the organization, in which General Hospital patiens in the town of Singaraja – Bali. By using Slovin formula, this study of 100 patiens from 57.695 private General Hospital in the town of Singaraja – Bali, namely : Karya Darma Usada General Hospital, Kerta Usada General Hospital, Parama Sidi General Hospital and TNI General Hospital. Technique of data collecting conducted interviews using a questionnaire and model absorvasi techniques. To examine the pattern of relationships which formed the model, use analysis tools which can explain simultaneusly and the partially relations, which a multivariate using SPSS versian 15. The results of this study indicate that: first, Service Quality which consists of Tangible, Reliability, Responsiveness, Assurance, and Empathy simultaneously influence on Patient Loyalty; second, Quality Services consist of Tangible, Reliability, Responsiveness, Assurance, and Empathy partially influential on Patient Loyalty; third, Reliability is a dimension that has a dominant influence on patient loyalty.

Keywords

• Service quality
• loyalty patient and private general hospital in the town of singaraja - Bali.