ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PASIEN RAWAT INAP RUMAH SAKIT FATIMAH BANYUWANGI

Abstract

This study titled Analysis Of Influence Quality of Service Satisfaction and Loyalty patients Banyuwangi Inpatient Fatimah Hospital will explain how much influence the variables of physical evidence, reliability, responsiveness, assurance and empathy for patient satisfaction and loyalty Inpatient Banyuwangi Fatimah Hospital. In this study the method used path analysis with approach multiple linear regression. The reasons of used path analysis is to facilitate researchers to knowing the direct effect, indirect effect, and the total inter related variables effect. The population of this research counted 3.359 and sampling intake technique is Proportional Stratified Random Sampling with 97 people of respondence. Based on this research can be concluded that are three variables that influence satisfaction Inpatient of tangibles, assurance and empathy, and two variabel that cant have influence with patient satisfaction is reability and resposiveness. Variabel that have influence with loyalty patiens is reliability and customer satisfaction variabel. While variabel that cant have influence with patient loyalty is tangibles, responsiveness assurance and empathy.