FAKTOR PENENTU LOYALITAS PASIEN DI ERA REVOLUSI INDUSTRI 4.0

Authors

  • Putu Astrid Primastuti Chrisandita Graduate School of National Education University, Indonesia
  • Gede Sri Darma Graduate School of National Educational University, Indonesia

Keywords:

Patient loyalt, brand image, patient satisfaction, service quality

Abstract

Background: The existence of a reasearch gap from previous studies regarding patient loyalty based on patient satisfaction and seen from field conditions that 90% of patients at Sanglah Hospital Denpasar are BPJS participants, the authors want to examine patient loyalty when viewed from repeated visits at the Dental and Oral Polyclinic, whether it is an influence of service quality, patient satisfaction, hospital image, and/or administrative services. Objective: This research aims to determine patient loyalty in the industrial revolution 4.0 in RSUP Sanglah Denpasar using  quantitave research. Method: The technique of data collection was conducted by giving quistionnaire to 200 respondents as samples. Data is analized on SEM and PLS (component based SEM). Results: Result showed that: (1) the quality of service directly has  positive and significant effect on the image of the hospital; (2) service quality directly has positive but not significant effect on patient loyalty; (3) the quality of service directly has  positive and significant effect on patient satisfaction; (4) waiting time directly has  positive and significant effect on hospital image; (5) waiting time directly has  positive and significant effect on patient loyalty; (6) waiting time directly has positive and significant effect on patient satisfaction; (7) the image of the hospital directly has  positive but not significant effect on patient satisfaction; (8) the image of the hospital directly has positive and significant effect on patient loyalty; (9) patient satisfaction directly has positive and significant effect on patient loyalty.

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Published

2020-11-18