ANALISIS KEPUASAN DAN LOYALITAS PASIEN POLIKLINIK DI RUMAH SAKIT BERSALIN KARTINI JAKARTA SELATAN

ANALISIS KEPUASAN DAN LOYALITAS PASIEN POLIKLINIK DI RUMAH SAKIT BERSALIN KARTINI JAKARTA SELATAN

• By Susilowati, Isnurrini Hidayat;
• Magister Manajemen
• 118

The purpose of this study were to investigate the satisfaction and the loyality of patient at polypolyclinic. The study also tried to find out gap both customer’s expectation and polyclinic’s performance of each satisfaction attribute. Data was collected from 115 respondent who had visited the polyclinic. Gap analysis and Structural Equation Modelling (SEM) analysis were used to analyze the data. Gap analysis showed that there was a big gap in empathy. 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 reliability. Reliability could be built if all polyclinic’s staff improved their performance. Training and periodically evaluation from management were way to improve their skill

• Katakunci Poliklinik di Rumah Sakit Bersalin Kartini, Kepuasan Pasien Poliklinik, Loyalitas Pasien Poliklinik, SEM, CHAID, CSI dan CLI
• URL http://
• Penerbit ,

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