Analisis Kepuasan Dan Loyalitas Pasien Rawat Jalan Pada Poliklinik Rumah Sakit Bersalin Kartini Jakarta Selatan

research
  • 18 Jun
  • 2020

Analisis Kepuasan Dan Loyalitas Pasien Rawat Jalan Pada Poliklinik Rumah Sakit Bersalin Kartini Jakarta Selatan

Nowdays, there are more polyclinics which make the competition becomes tougher. Polyclinics have to be focused on their consumers by trying to fulfil and to satisfy the needs of the consumers; which is also make some loyal consumers.The purpose of this study were to investigate the satisfaction and the loyality of patient at polyclinic.Data was collected from 115 respondent who had been visited to polyclinic. Structural Equation Modelling (SEM) analysis were used to analyze the data.. Furthermore, the result of SEM Analysis reflected that all variable had significantly correlated to each dimension of serqual and it influence to customer satisfaction. Assurance was dimension that had more contribute to other dimension besides tangible, responsiveness, empathy, and reliability. Satisfaction only measured through overall satisfaction then loyality could be influence through satisfaction. Customer’s loyalty could be formed into three group, purchase intention, recomendation and demonstrates an immunity to the full of the competition. Recomendation to polyclinic was pointed to empathy. Empathy could be built if all polyclinic’s staff improved their performance. Training and periodically evaluation from management were way to improve their skill. 

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REFERENSI

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