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Em Sutrisna
Universitas Muhammadiyah Surakarta
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Journal : Journal of Management and Digital Business

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Kualitas pelayanan IGD sebagai kunci utama untuk meningkatkan kepuasan dan loyalitas pasien di Rumah Sakit Umum Daerah Karanganyar Nurjanah, Adha; Sutrisna, Em; Isa, Muzakar
Journal of Management and Digital Business Vol. 5 No. 1 (2025): Journal of Management and Digital Business
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jmdb.v5i1.1584

Abstract

This study aims to analyze the effect of service quality on patient satisfaction and loyalty, as well as the impact of the length of waiting time for patient transfer from the ER to the inpatient room on the quality of ER services at Karanganyar District Hospital. This research approach employs a mixed-methods approach, combining qualitative and quantitative aspects. From the qualitative side, data collection was carried out on informants in charge of the ER, and from the quantitative side, data collection was carried out using a purposive sampling technique that collected 93 patient respondents. The findings show that service quality and patient satisfaction have a significant positive effect on loyalty, and service quality also has a significant positive effect on patient satisfaction. The causes of the long transfer of ER patients to the inpatient room at Karanganyar District Hospital include DPJP doctors who are difficult to contact, DPJP doctors who have special requests for patient care in the ER, Bed management systems that have not been running, full inpatient rooms, laboratory results that take a long time for specific examinations, radiology reading results that take a long time because radiology specialist doctors are not on standby on day and night shifts, patient escorts or porters who are challenging to find.
Co-Authors . Muhtadi . MUHTADI Abdussalam, Arrizqi Hafidh Amalinda Ayu Faroska Andi Suhendi Andi Suhendi Andi, Andi Suhendi Andriani, Betty Anika Candrasari Annissa, Yanis Nur Arifah Sri Wahyuni Aris Fitriyani Ashshiddiiq, Zaid Ziyaadatulhuda Aulia, Qurrotu A’yuni Awal Prasetyo Ayustine Winarta, Selly Baiq Nova Fajriyatun Baiq Nova Fajriyatun, Baiq Nova Darnoto , Sri Dedi Hanwar DESY KURNIAWATI Desy Kurniawati Devi Usdiana Rosyidah Diana Risanti, Erika Dodik Nursanto Dona Dewi Nirlawati Dwiariawan Tauchid Rahman Dwiariawan Tauchid Rahman, Dwiariawan Tauchid Erna Kristin Esti Dwi Widayanti Faradisa, Nida Fardhiyanti, Fardhiyanti Faroska, Amalinda Ayu Fauziana , Eni Fauziana, Eni Flora Ramona Sigit Prakoeswa Frans Saputra Gunawan, Ryan Budi Hadi, Cahyono Happy Kurnia Permatasari Hasna Zahro Iftikhonsa Ihwan Susila Iin Novita Nurhidayati Mahmuda Ika Trisharyanti Dian Kusumowati Imronudin Imronudin, Imronudin Indra Nuroso Indwiani Astuti Iwan Dwiprahasto Iwan Dwiprahasto Kelik Wardiono Khaeditama Purnama Anwar Khusnul Khotimah Kurnia Retnowati Kurnia Retnowati, Kurnia Listiana Masyita Dewi Mada Sukma Dytho Maimun, Muhammad Halim Maisje Marlyn Kuhu Maryati Maryati Maryati Maryati Masyita Dewi, Listiana Maulindar, Joni Mida Pratiwi Muchlison Anis Mufidah, Fathin Muhammad Ibrahim Muhtadi Muhtadi Muhtadi MULYOTO PANGESTU Muzakar Isa N Nurhayani Noer Safita Noer Safita Nur Mahmudah Nurcahyanti . Nurcahyanti Wahyuningtyas Nurcahyanti Wahyuningtyas, Nurcahyanti Nurfauzia, Elita Nadia Nurhaliza, Alfida Aulia Rahma Firdauzy Nurhayani Nurhayani Nurhayani nurhayani Nurhayani, N Nurjanah, Adha Nuroso, Indra Peni Indrayudha Pranesti, Rahma Pratiwi, Betty Intan Purwani Rahmi , Anggraita Nur Rahmi, Anggraita Nur Ratih Pramuningtyas Ratnaningrum, Anna Retno Sintowati - Riandini Aisyah Rima Munawaroh Rini Kuswati Rochmadina Suci Bestari Ryan Budi Gunawan Safari Wahyu Jatmiko Safita, Noer Saputra, Frans Selly Ayustine Winarta Setyowatiningsih, Lilik Siti Zulaekah Sri Darnoto Studiviani Dwi Binuko, Raafika Sukma Dytho, Mada Suprapto . Suprapto . Surati Surati Tanti Azizah Sujono Usdiana Rosyidah, Devi Vianti, Melita Febry Wahyu Jatmiko, Safari Wardiono , Kelik Wasifah, Wasifah Werdany, Kusuma Estu Widananda , Clarisa Widananda, Clarisa Widiyanto, Santo Yoseph Didik Yanis Nur Annissa Yuli Kusumawati Yuni Prastyo Kurniati Yuniar, Siska Yusuf Alam Romadhon Zahro Iftikhonsa, Hasna Zaid Ziyaadatulhuda Ashshiddiiq