PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PASIEN RAWAT INAP: KAJIAN EMPIRIK RUMAH SAKIT ISLAM FATIMAH CILACAP

The need for hospital service quality has increased along with the improving economy and the degree of public health. In recent years, the growth of private hospitals in Indonesia has undergone significant development with the publication of various regulations and legislation by the government. Therefore, in order to remain in existence in the midst of competition, then the Islamic Fatimah Cilacap Hospital should be able to provide a quality service oriented to the achievement of patient satisfaction which in turn will lead to patient loyalty. This study aims to determine the effect of service quality on satisfaction and to know the effect of satisfaction with the loyalty of inpatients at the Islamic Fatimah Cilacap Hospital. The research design used was a crosssectional analytic with prospective data collection in the form of quantitative data. The quantitative data obtained by using a closed questionnaire. The questionnaire given to 123 inpatients. Then the data were analyzed using multiple linear regression statistical method to investigate the effect of service quality dimension to satisfaction and simple linear regression methods to investigate the effect of satisfaction with the loyalty of inpatients at the hospital. The results showed that there was a positive effect between service quality to satisfaction of inpatients at the Islamic Fatimah Cilacap Hospital. The quality of service that give the most impact on patient satisfaction is a tangible dimension with regression coefficient 0.244, while the smallest effect is the dimension of reliability with regression coefficient 0.185. In addition, this study also shows that there is a positive effect between patient satisfaction to loyalty inpatients at the Islamic Fatimah Cilacap Hospital