PATIENT BETWEEN SATISFACTION RELATED WITH PATIENT LOYALTY

Introduction: The rapid development of world business makes hospitals as health service providers are required to improve their quality. Assessment of patient to hospital quality is a reference to improve service so make patient satisfaction grow and make patient become loyal. Patient loyalty is one of the key to the hospital can continue to compete in the era which business competition is getting tougher. This study aims to determine the relationship between patient satisfaction and patient loyalty in the hospital. Method: This research uses systematic review research design . The literature used in this research is the journal and scientific articles published by ProQuest, Scopus, Science Direct, Google Scholar , Airlangga University Journal 2010-2018 publication with selected keywords and analyzed using Critical Appraisal Skills Program (CASP). There are fifteen journals and scientific articles reviewed in this systematic review. Result: Most of the literature in this study show that the patient's satisfaction is significantly related to patient loyalty (87%). The episodes of these patients are seen from several aspects medical clinic environment, medical supervision, nursing staff, doctors, treatment effectiveness , service quality . A small literature (13%) states satisfaction does not determine patient loyalty to the hospital. Conclusion: Most of the literature in this study shows there is a relationship between satisfaction with patient loyalty