PENGARUH KUALITAS LAYANAN DAN NILAI PASIEN TERHADAP KEPUASAN DAN LOYALITAS PASIEN DI RSUD DR. SOETOMO GRAHA AMERTA SURABAYA

SARWANI, - (2019) PENGARUH KUALITAS LAYANAN DAN NILAI PASIEN TERHADAP KEPUASAN DAN LOYALITAS PASIEN DI RSUD DR. SOETOMO GRAHA AMERTA SURABAYA. Doctoral thesis, STIESIA SURABAYA.

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Abstract

This study aimed to investigate and analyze the influence of service quality and patient value on the patients’ satisfaction and loyalty of patients. The study applied causal relationship on variables of service quality, patient value, patient satisfaction, and patient loyalty. The population were all patients hospitalized at Dr. Soetomo Graha Amerta Hospital, Surabaya for at least three consecutive days without interruption. The samples were 125 in-patients who were taken with accidental sampling technique. The respondents who was paid by families or health insurance, who had worked, and who were at least 30 years, were interviewed directly or accompanied by families. The primary data was collected through questionnaires with a Likert scale score of 1-5 and processed with SPSS and AMOS version 20 in the form of structural equation model. In this study, five hypothesis were all accepted. The tests resulted positive and significant effects of (1) service quality on patient satisfaction, (2) patient value on patient satisfaction, (3) service quality on patient loyalty, (4) patient value on patient loyalty, and (5) patient satisfaction on patient loyalty at Dr. Soetomo Graha Amerta Hospital, Surabaya. Furthermore, this study concluded that the coefficient value of structural equation model that directly influenced patient satisfaction was service quality. Then, the patient loyalty had the highest impact on service quality. Keywords: service quality, patient value, patient satisfaction, and patient loyalty

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