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Alwiyah Alwiyah
Universitas Wiraraja Madura
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Journal : Media Mahardhika

 1 
VISITOR RESPONSE AS THE IMPACT OF SERVICE QUALITY IN PRIVATE HOSPITAL Sayyida Sayyida; Alwiyah
Media Mahardhika Vol. 22 No. 1 (2023): September 2023
Publisher : STIE Mahardhika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29062/mahardika.v22i1.509

Abstract

Lately, there have been a lot of complaints from patients and their families who go to the hospital because they are not satisfied with the services provided by the hospital. Hospitals are a service industry that is starting to become competitive because many private hospitals are competing. This study aims to determine the effect of the response of hospital visitors on the quality of hospital services. The research sample was the introduction of patients in three middle-class private hospitals in Surabaya, namely Adi Husada Hospital, Siloam Hospital and Premier Hospital. A total of 405 samples were divided into 2 groups, namely group 1 with 30 respondents and group 2 with 375 respondents. Data analysis of group 1 with Cronbach's Alpha aims to test the quality of the questionnaire before it is used to produce data analysis. To answer the research objectives, Structural Equation Model (SEM) analysis was carried out on the data in group 2. In this test, 5 data were detected as outliers so that the remaining 370 data were analyzed. The results show that the loyalty of patients and their families to visit the same hospital is influenced by the expectations and satisfaction of patients and their families and is influenced by the quality of hospital services they feel. Service quality has the greatest influence on patient and family loyalty.
Co-Authors Abdul Kharis Almasyhari Abdullah, Muhammad Hanif Abrori, Faizul Achmad Baihaki Achmad Baihaki Afi Parnawi Afitri, Afni Akmal Rafif Yunandra Andwiani Sinarasri Anggy Giri Prawiyogi Apriliasari, Dwi Ardiansah, Andikha Arief Budiman Arora, Kawal Asriansyah, Muhammad Abi Ayu Noviani Hanum Bennet, Daniel Berlin Any budiarty, frizca Charis Sholihin Cheetah Savana Putri Dwi Andayani, Dwi DWI CAHYONO Dyah Harilistyorini Dyah Nirmala Arum Janie Efa Ayu Nabila Efa Ayu Nabila Eka Amelia Elvada, Yasega Ery Wibowo Fahrudin, Rifqi Faizul Abrori Faizul Abrori Farid Naya Fatmasari Sukesti Fatmawati Fatmawati Febriyanti, Dewi Fikri, Hilmi Fima Fastaqima Greisy, Chloe Haerudin Hardiwinoto Hardiwinoto Hardiwinoto Harries Madiistriyatno, Harries Hartono, Rudi Hasan, F. Herwin Lukito, Herwin Husnul Khatimah Ida Yuliana Ika Fatmawati Pramasari Khairunnisa, Novita Khanza, Aulia Khatik, Nur Kristanto, Wisnu Aji Dwi Kristiana, Ida Kusuma, Idfi Widya Lawrence, Lucas Lazirkha, Diana Putri Lena Rosida Liyanto Liyanto Louangdy, Toto Thinakone Lyraa, Naomi Maghfiratul Azizah Maibang, W.S Mey Anggaraeni Millah, Shofiyul Moh. Kurdi Mohammad Ridwan Muhamad Yusup Muhammad Ainul Yaqin Muhammad Faisal Muhammad Yusup Musdalifah Musdalifah Muzakka, Anis Nesti Anggraini Santoso Nirmalah, Fitrah Noviani Hanum, Ayu Nugroho, Nandra Eko Nur Khamidah Nur Khatik Nurcahyono Nurcahyono Nurcahyono Nurcahyono, Nurcahyono Nurina Dyah Larasaty, Nurina Dyah Nurzainah Ginting P. Patriani Padeli Padeli Po Abas Sunarya Purba, Dea Ade Yoan Pusparini, Ida Ayu Nandi Putri, Dian Mustika Putri, Salma Putriska, Agda Edita Qurotul Aini R. Ery Wibowo Raden Ery Wibowo Rahma, Tasya Alfian Rahmawati, Alfina Rahmawati, Mega Sucipto Ramadhan, Ilham Syahrul Ramadhan, Tarisya Ramadhani, Muhammad Syahrul Rayatul Aminah Rochefort, Thomas Sayyida Sayyida Sayyida Sayyida Sayyida Sholihah, Dewi Deniaty Simamora, David Rivano Sinclair, Amelia Sitepu, S. A. P. Sri Watini Suharwanto, Ir. Sulistiawati Sulistiawati Sunarjo, Richard Andre Syahril Syahril Syahril Syahril Syarief Nur Husin Tiwari, Uday Kishor Tri Gunawan Triska Juliyani Triyono Triyono Umi Salamah umi solechah Untung Rahardja Victorianda Wahyu, Suciati Rindang Yolandari, Aulia Yunilas