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All Journal JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit)
Heny Palupi
Management Department, Sekolah Tinggi Ilmu Ekonomi AUB Surakarta
Economics, Econometrics & Finance Health Professions Medicine & Pharmacology Nursing Public Health

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The Effect of Handling Complaint and Hospital Service Quality on Patient Satisfaction and Loyalty Siti Fatonah; Heny Palupi
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol 9, No 3 (2020): December
Publisher : Universitas Muhammadiyah Yogyakarta in Clollaboration with ADMMIRASI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.93138

Abstract

The aim of this research is to investigate the effect of handling complaints and hospital service quality on patient satisfaction and patient loyalty. The sample of this study was patients at hospitals in the Sragen Regency, Central Java. This study used a quantitative research design to test the hypothesis research model. The total sample in this study was 90 patients and it used random sampling as the technique sample. Path analysis was used to test the research model. The results of this study show that there are positive significant effects between handling complaints and patient satisfaction. Second, there are positive significant effects between hospital service quality and patient satisfaction. Finally, there are positive significant effects between patient satisfaction and patient loyalty.
The Effect of Handling Complaint and Hospital Service Quality on Patient Satisfaction and Loyalty Siti Fatonah; Heny Palupi
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol. 9 No. 3 (2020): December 2020
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.93138

Abstract

The aim of this research is to investigate the effect of handling complaints and hospital service quality on patient satisfaction and patient loyalty. The sample of this study was patients at hospitals in the Sragen Regency, Central Java. This study used a quantitative research design to test the hypothesis research model. The total sample in this study was 90 patients and it used random sampling as the technique sample. Path analysis was used to test the research model. The results of this study show that there are positive significant effects between handling complaints and patient satisfaction. Second, there are positive significant effects between hospital service quality and patient satisfaction. Finally, there are positive significant effects between patient satisfaction and patient loyalty.
Co-Authors Ria Yuni Rahmawati, Mayta Novaliza Isda, Siti Fatonah,