The Influences of Hospitalization Health Service Quality for Satisfying and Loyalty at Dr. Abdoer Rahem Situbondo Hospital

Abstract

The focus of this study is on the influence of the quality of hospital inpatient health services according to the modified SERVQUAL dimension on patient satisfaction and loyalty. Satisfaction plays a role as a mediator of service quality in creating patient loyalty. With a sample of 400 inpatients participating in this study through a questionnaire survey with 15 questionnaires not returned / not answered completely. Samples were taken randomly from patients who received inpatient services with a purposive sampling method. Data were analyzed by path analysis using the SPSS program. The results of the study indicate that the quality of inpatient health services through the dimensions of Assurance, tangible, empathy, responsiveness have a positive and significant effect on patient satisfaction, with the most dominant influence being responsiveness, on the other hand reliability does not affect patient satisfaction. In total tangible dimensions do not significantly influence patient loyalty, but the dimensions of assurance, empathy, reliability, responsiveness have a positive and significant effect on patient loyalty. The research findings state that tangible indicators do not significantly influence loyalty, but in general the dimensions of service quality assurance, empathy, reliability, responsiveness have a significant effect on loyalty through mediating variables of patient satisfaction.