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Nuryakin .
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Economics, Econometrics & Finance

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The Efforts of Maintaining the Outpatients' Loyalty of X Hospital Marten Bhara Suryo Aji; Nuryakin .
Jurnal Admmirasi Vol 6 No 1 (2021): June
Publisher : Program Studi Magister Manajemen Rumah Sakit, Jenjang Pasca Sarjana (S2), Pasca Sarjana Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47638/admmirasi.v6i1.81

Abstract

This study themed expectations of service quality, patients’ satisfaction, and patients’ loyalty. This theme is considered in accordance with the mission of the hospital and in the national context that is in line with JKN (National Health Insurance) spirit that targets Universal Health Coverage (UHC) in 2019. This study used quantitative research, the design was cross-sectional, without giving any treatment to the subjects. The research method used was a survey research method. Average patients in X Hospital stated that they were dissatisfied with the dimensions of Reliability, Assurance, Empathy, Accessibility, and Affordability. However, the dimensions of tangibles and responsiveness were suitable for what patients got in the service. There is a gap between the expectation of service quality affecting the satisfaction of outpatients in X Hospital. Expectation variable has a significant effect on satisfaction, and satisfaction variable does not have a significant effect on loyalty, so it can be concluded that satisfaction variable does not mediate the effect of expectation on loyalty.
The Influence of Service Quality and Doctor Communication on Patient Satisfaction and Loyalty in RSUD Dr. Soeroto Ngawi Fiany Calista Wahyudiana; Nuryakin .; Nur Hidayah
Jurnal Admmirasi Vol 7 No 2 (2022): December
Publisher : Assosiasi Dosen Muhammadiyah Magister Administrasi Rumah Sakit Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47638/admmirasi.v7i2.220

Abstract

Service quality assessment is critical because low service quality is supposed to cause low patient satisfaction. A doctor's communication and presence that is not on time is considered a factor that causes the low quality of service to outpatients. This attitude creates the impression of unresponsiveness in serving patients' needs and reducing patient loyalty. This study aims to identify the influence of service quality and doctor's communication partially and simultaneously on patient satisfaction and loyalty. This research is quantitative research with a cross-sectional approach. The sampling technique was purposive sampling with a sample of 40 outpatients who had made return visits at least twice. The data analysis technique started with univariate and bivariate analysis using multiple linear regression and hypothesis testing. The results of this study revealed that, individually, the service quality and doctor's communication variables significantly affect patient satisfaction and loyalty; concurrently, the variables of service quality and doctor's communication also significantly influence patient satisfaction and loyalty.
Co-Authors Fiany Calista Wahyudiana Marten Bhara Suryo Aji Nur Hidayah