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All Journal Jurnal Ners Multidiciplinary Output Research for Actual and International Issue (Morfai Journal)
Etty Sofia Mariati Asnar
Universitas Sangga Buana YPKP Bandung
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Analisis Kualitas Layanan Terhadap Kepuasan Pasien Dan Implikasinya Terhadap Loyalitas Pasien Rawat Inap (Studi Di RSUD Taman Husada Kota Bontang Kalimantan Timur)” Ida Ayu Laksmi Arnita Utari; Kosasih Kosasih; Etty Sofia Mariati Asnar
Jurnal Ners Vol. 9 No. 4 (2025): OKTOBER 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v9i4.50384

Abstract

Rumah sakit merupakan pilar utama dalam sistem pelayanan kesehatan di seluruh dunia. Salah satu faktor yang mempengaruhi kepuasan pasien adalah kualitas pelayanan yang diberikan oleh instalasi rawat inap. Kepuasan pasien menjadi aspek kritis dalam evaluasi dan peningkatan kualitas pelayanan kesehatan, khususnya dalam instalasi rawat inap. Penelitian ini bertujuan untuk mengetahui dan menganalisis tentang kualitas layanan, kepuasan pasien, dan loyalitas Pasien di RSUD Taman Husada Kota Bontang Kalimantan Timur. Analisis data yang digunakan adalah analisis jalur, analisis koefiesien korelasi dan analisis koefisien determinasi. Hasil penelitian menunjukkan analisis deskriptif terhadap kualitas pelayanan, kepuasan pasien dan loyalitas pasien di Rumah Sakit Taman Husada Kota Bontang Kalimantan Timur cukup baik namun dari hasil penelitian menunjukkan bahwa ada item yang masih rendah. Kualitas layanan tidak berpengaruh signifikan terhadap Kepuasan Pasien. Kepuasan pasien berpengaruh signifikan terhadap loyalitas pasien. Kualitas layanan tidak berpengaruh signifikan terhadap loyalitas pasien secara langsung. kualitas layanan dan Kepuasan Pasien berpengaruh signifikan terhadap loyalitas pasien secara simultan. Koefisien determinasi menunjukkan kontribusi yang moderat hingga kuat. Kata Kunci: Kualitas Pelayanan, Kepuasan Pasien dan Loyalitas
IMPLEMENTATION OF MARKETING MIX STRATEGY IN ATTRACTING PATIENTS' INTEREST IN TREATMENT AT MAYJEN HM RYACUDU REGIONAL HOSPITAL, BUMI CITY, NORTH LAMPUNG REGENCY Finny Redjeki; Etty Sofia Mariati Asnar; Yuana Cita Adhyaksa Putri; Vip Paramarta; Ayu Laili Rahmiyati; Farida Yuliaty
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 3 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.20984979

Abstract

The decline in outpatient visits is a major challenge for regional hospitals amidst increasing competition in healthcare services. This study aims to analyze the implementation of the 7P marketing mix (Product, Price, Place, Promotion, People, Process, and Physical Evidence) in increasing outpatient visits at Mayjen HM Ryacudu Regional General Hospital in Kotabumi, Lampung. The study used a qualitative approach with a case study method. Data were collected through in-depth interviews with management, medical personnel, and patients, which were then validated through source triangulation, field observation, and documentation. Then, they were analyzed using data reduction, data presentation, and conclusion drawing techniques. The results show that price and place elements are the hospital's main strengths due to affordable rates and strategic location. However, limited pricing flexibility due to government regulations limits the function of price as a differentiation tool. People and process elements play a significant role in shaping patient perceptions of service quality, while promotion has not been optimally utilized. A SWOT analysis places the hospital in a position that requires aggressive market penetration through service digitalization and physical facility modernization to restore public trust and increase visits by BPJS and general patients. This study emphasizes the importance of integrating all elements of the 7P marketing mix synergistically to increase patient interest in visiting regional hospitals.
Co-Authors Ayu Laili Rahmiyati Farida Yuliaty Finny Redjeki Ida Ayu Laksmi Arnita Utari Kosasih Vip Paramarta Yuana Cita Adhyaksa Putri