Loyalitas Pasien Rumah Sakit Pemerintah: Ditinjau Dari Perspektif Kualitas Layanan, Citra, Nilai dan Kepuasan

Abstract

Health development in Indonesia aims, among others, at making quality, fair and proportionate health services accessible to the Indonesian. Various development efforts have been implemented to realize such ideal covering infrastructure, medical personnel quality, access, health service process and professional attitude presented by hospital. This research objectively aims at analyzing patient loyalty from the perspectives of service quality, image, value and satisfaction of patients of hospitals in Makassar City. 296 in-patients of hospitals type B in Makassar City chosen by accidental random sampling are taken as the sample of this research. This research employs SEM statistically processed using AMOS as its analysis test tool. The results of this research state that from 10 Hypotheses, 9 hypotheses have significantly influence on dependent variable except hypotheses number 5 “Hospital’s image does not significantly influence patient’s satisfaction.

Keywords

• Service Quality
• Image
• Loyalty
• Customer Value
• Customer Satisfaction