Kualitas Layanan dan Loyalitas Pasien (Studi pada Rumah Sakit Umum Swasta di Kota Singaraja–Bali)

Authors

  • Ketut Gunawan Fakultas Ekonomi Universitas Panji Sakti Singaraja
  • S. Pantja Djati Fakultas Ekonomi Universitas Kristen Petra Surabaya

:

https://doi.org/10.9744/jmk.13.1.32-39

Keywords:

Service quality, loyalty patient and private general hospital in the town of singaraja - Bali.

Abstract

This Study aims to determine the influence of Service Quality dimensions of patien loyalty Private Hospital in the town of Singaraja – Bali, which include: first, the influence of the Service Quality to the Loyalty of patiens simultaneusly; secondly, the influence of Service Quality to the loyalty of patiens partially; third, the most dominan dimension inflence patien loyalty. Individual analysis unit is connected with the analysis of the organization, in which General Hospital patiens in the town of Singaraja – Bali. By using Slovin formula, this study of 100 patiens from 57.695 private General Hospital in the town of Singaraja – Bali, namely : Karya Darma Usada General Hospital, Kerta Usada General Hospital, Parama Sidi General Hospital and TNI General Hospital. Technique of data collecting conducted interviews using a questionnaire and model absorvasi techniques. To examine the pattern of relationships which formed the model, use analysis tools which can explain simultaneusly and the partially relations, which a multivariate using SPSS versian 15. The results of this study indicate that: first, Service Quality which consists of Tangible, Reliability, Responsiveness, Assurance, and Empathy simultaneously influence on Patient Loyalty; second, Quality Services consist of Tangible, Reliability, Responsiveness, Assurance, and Empathy partially influential on Patient Loyalty; third, Reliability is a dimension that has a dominant influence on patient loyalty.

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Published

2011-09-30

How to Cite

Gunawan, K., & Djati, S. P. (2011). Kualitas Layanan dan Loyalitas Pasien (Studi pada Rumah Sakit Umum Swasta di Kota Singaraja–Bali). Jurnal Manajemen Dan Kewirausahaan, 13(1), 32-39. https://doi.org/10.9744/jmk.13.1.32-39

Issue

Vol. 13 No. 1 (2011): MARCH 2011

Section

Articles

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