ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON PATIENT LOYALTY AT BUNDA LIWA MOTHER AND CHILD HOSPITAL IN WEST LAMPUNG
Main Article Content
Vip Paramartha*
Rulia
Habibi Adhi Pratama Duarsa
Patient loyalty is an important factor that hospitals need to remain able to survive amidst increasingly fierce competition. For this reason, it is important to analyze the factors that influence patient loyalty, one of which is service quality. This research aims to evaluate the influence of various factors such as tangibility, responsiveness, assurance, empathy, and reliability on patient loyalty, exploring both their individual and combined effects. The theoretical framework guiding this study is based on principles of hospital management. Using a descriptive and verification analysis approach, quantitative data was collected through questionnaires distributed to 72 participants, selected through accidental sampling. Data analysis employed multiple linear regression analysis conducted with SPSS 26 software. The results of the descriptive analysis revealed that TERRA at RSIA Bunda Liwa West Lampung was rated as good to excellent, with average scores for Tangible (4.35), Empathy (4.25), Responsiveness (4.28), Reliability (4.28), and Assurance (4.45). Patient Loyalty (4.30). The verification analysis demonstrated a significant and positive correlation between tangibility, empathy, responsiveness, reliability, assurance and patient loyalty when considered individually. Moreover, when considered collectively, these factors were found to collectively exert a positive and significant impact on patient loyalty.
Amalia, E., Sari, D. P., Susani, Y. P., & Fidia, B. V. (2020). Pelatihan Psychological Self Care pada Petugas Kesehatan yang Melakukan Perawatan pada Pasien COVID-19 di Rumah Sakit Umum Daerah Provinsi NTB. Jurnal Pengabdian Magister Pendidikan IPA, 3(2).
Arifin, S., Effendi, A., Syahidin, R., & Paramartha, V. (2023). Kualitas Layanan Meningkatkan Kepuasan Pasien BPJS Rawat Inap RSUD Ratu Aji Putri Botung. Jurnal Inspirasi Ilu Manajemen, 1(2), 83-93.
Bustamin, F., Pasiga, B. D., Samad, R., et al. (2022). The Empathy of Dental Health Workers on the Level of Patient Satisfaction and Loyalty at The Dental Hospital During The Covid 19 Pandemic. 19(2), 5053-5062.
Dewi, M. (2016). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Pengguna BPJS pada Rumah Sakit Rehabilitasi Medik Kabupaten Aceh Timur. Jurnal Manajemen dan Keuangan Unsam, 5(2), 535-544.
Dharmayanti, D. (2006). "Analisis Dampak Service Performance dan Kepuasan Sebagai Moderating Variable Terhadap Loyalitas Nasabah." Jurnal Manajemen Pemasaran.
Elrado, M., Kumadji, S., & Yulianto, E. (2014). Pengaruh Kualitas Pelayanan Terhadap Kepuasan, Kepercayaan dan Loyalitas. Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 15(2), 848-813.
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital Healthcare Service Quality, Patient Satisfaction and Loyalty. International Journal of Quality and Reliability Management, 35(6).
Kosasih, Paramartha, V. (2020). Peningkatan Kualitas Pelayanan Kesehatan dan Pengaruhnya Terhadap Peningkatan Kepuasan Pasien di Puskesmas. Jurnal Soshum Insentif, 3(1), 67-76.
Kotler, P., & Armstrong, G. (2018). Principles of Marketing, 17th Edition, Pearson Education Limited, England, CM17 9NA.
Kotler, P., & Keller, K. L. (2016). Marketing Management. 15th Edition, Pearson Education Limited, England, CM20 2JE.
Kurniasih, A., & Yuliaty, F. (2022). Pemasaran Digital dan Citra Merek Meningkatkan Loyalitas Pelanggan Melalui Kepuasan Pada Pelanggan Produk Fashion. Jurnal Inspirasi Ilmu Manajemen, 1(1), 1-10.
Paramartha, V., Palenewen, A. A. P., Linelejan, H. N., et al. (2023). Peran Sumber Daya Manusia Dalam Proses Transformasi Organisasi di Rumah Sakit. Jurnal Ilmu Kedokteran dan Kesehatan Indonesia, 3(2), 89-95.
Purnomo, S. E. (2022). Kualitas Layanan Manajemen Kerelasian Pelanggan Menciptakan Kepuasan Berimplikasi Terhadap Loyalitas. Jurnal Inspirasi Ilmu Manajemen, 1(1), 1-19.
Qomariah, N. (2016). Pengukuran Kepuasan dan Loyalitas Pasien Rumah Sakit. Seminar Nasional, UMS.
Ristiani, I. Y. (2017). Pengaruh Sarana Prasarana dan Kualitas Pelayanan Terhadap Kepuasan Pasien (Studi Pada Pasien Rawat Jalan Unit Poliklinik IPDN Jatiengoro). Jurnal Coopetition, 8(2), 155-166.
Sherly, & Purwati, A. A. (2015). Analisis Pengaruh Kualitas Layanan Pada Kepuasan Pelanggan Grand Hawai Hotel Pekanbaru. Jurnal Manajemen Sekolah Tinggi Ilmu Ekonomi Pelita Indonesia, 1, 272-282.
Thungasal, C., Eddy, & Siagian, H. (2019). Pengaruh Kualitas Layanan dan Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Hotel Kauari, 7(1).
Tjiptono, F., & Gregorius, C. (2016). Service, Quality & Satisfaction, Edisi 4, ANDI, Yogyakarta.
Wahab, W. (2017). Pengaruh kualitas pelayanan terhadap kepuasan nasabah industri perbankan syariah di kota pekanbaru. Maqdis: Jurnal Kajian Ekonomi Islam, 2(1), 51-66.
Yulistria, R., Prayudi, D., & Handayani, E. P. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pelanggan Pada Hotel Santika Sukabumi. Akrab Juara, 5(2), 45-59.
Zakaria, D. G. (2017). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Harga Terhadap Kepuasan Pelanggan Pengguna Jasa Transportasi Taksi Blue Bird Di Surabaya (Doctoral dissertation, STIESIA SURABAYA).
