HUBUNGAN ANTARA FAKTOR PENDUKUNG CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DENGAN LOYALITAS PASIEN DI INSTALASI RAWAT JALAN RUMAH SAKIT PARU JEMBER

Abstract

Customer loyalty is a purchase made by a customer for a commitment to a brand or a company. Loyalty issues in Outpatient Instalation of Paru’s Hospital due to a lower number than 8013 new patients in 2012 to 5,595 in 2013. Loyalty can be measured by saying positive things, recommending friends, and continue purchasing. According to the data it is known that there are several indicators of loyalty that have not been going well. The correlation between the consumer and the enterprise will become more powerful with the supporting of CRM that can build customer loyalty. The goal of study to analysis the correlation between the supporting of CRM by Customer loyalty in outpatient installation Paru’s Hospital of Jember. The study was analytic approach by a cross sectional design. The sample in this study were 96 patients of outpatient installation.. Data were presented using tables and analyzed by Spearman Rank correlation with significance level of 5% (α = 0.05). The Significance value of Information data was 0,027; Information tecnology was 0,004; proces was 0,000 and people was 0,000 too. So that the results showed that there was a correlation between the supporting of CRM with customer loyalty. It is recommended for Paru’s Hospital of Jember to create a system that can make the customer service store detailed patient data that comes with the availability of a customer database.