Analysis of Service Quality and Value Effect on Patient Satisfaction and Its Effect on Loyalty of Hospital Patients in Hospital and Children of Pucuk Permata Hati

Abstract

The development of private hospitals is competing to improve the quality of its services in order to increase the number of patient visits to hospitals. RSIA Pucuk Permata Hati is no exception, as a private hospital that has only been around for 2 years and is required to work extra to improve patient visits. One of them is to improve the quality of service and increase the value of the Hospital so as to create patient satisfaction and loyalty as the ultimate goal. The population in this study were 100 inpatients at RSIA Pucuk Permata Hati and using convenience sampling techniques. The data analysis technique used is path analysis (path analysis) which previously tested the instrument (validity and reliability), classic assumption test (normality, multicollinearity and outliers). The results of the data analysis showed that the quality of service had a positive and significant effect on the satisfaction at RSIA Pucuk Permata Hati Permata Hati. Values ??have a positive and significant influence on patient satisfaction. Service quality has a positive but not significant effect on loyalty. Value has a positive and significant effect on loyalty. Consumer power (patients) has a positive and significant effect on loyalty.