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All Journal Riwayat: Educational Journal of History and Humanities Jurnal Pengembangan Ilmu dan Praktik Kesehatan
Wijayanti, Endry
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Humanities Education Environmental Science Health Professions Medicine & Pharmacology Nursing Public Health Social Sciences

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Journal : Riwayat: Educational Journal of History and Humanities

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The Influence of Customer Relationship Management, Brand Image, and Service Quality on Patient Satisfaction at the Exec Wijayanti, Endry; Kustiningsih, Nanik; Rahayu, Sri
Riwayat: Educational Journal of History and Humanities Vol 8, No 1 (2025): Januari, Special Issue on "Educational design research for human beings learning
Publisher : Universitas Syiah Kuala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/jr.v8i1.44279

Abstract

This study aims to analyze the influence of Customer Relationship Management (CRM), brand image, and service quality on patient satisfaction at the Executive Clinic of Siti Khodijah Hospital, Sidoarjo. The research adopts a quantitative approach with a survey method, involving patients who have received services at the Executive Clinic as respondents. Data were collected through questionnaires and analyzed using multiple linear regression techniques.The results indicate that CRM, brand image, and service quality significantly and positively impact patient satisfaction, both partially and simultaneously. Among these factors, service quality is identified as the most dominant variable influencing patient satisfaction. The findings emphasize the importance of maintaining effective customer relationship management practices, building a strong brand image, and ensuring high-quality services to enhance patient satisfaction.These results provide valuable insights for hospital management to develop strategies that prioritize patient-centered care, strengthen brand positioning, and improve service delivery at the Executive Clinic. Further research is recommended to explore other variables that may affect patient satisfaction in different healthcare settings.
Co-Authors Agustiningsih, Ida Kustiningsih, Nanik SRI RAHAYU