Pengaruh Mutu Pelayanan Dokter Terhadap Loyalitas Pasien di RS PKU Muhammadiyah Bantul

Tati Fatmawati

Abstract


Doctors is one of the main resources that provide services directly to patients. Doctor’s quality service at the hospital will build the patient’s attitudes and trust related to the reuse of hospital services. Loyal patients will have linkages with hospital and enable the ralization of long term relationship. Purpose knowing the influence of technical skills, interpersonal relationship, availability of information and the involvement of patient to the patient loyalty at general polyclinic in RS PKU Muhammadiyah Bantul. This research is an analytic inferential with cross sectional approaches. Populations of this research are olden patient in general polyclinic at RS PKU Muhammadiyah Bantul. Sampling technique is purposive sampling with number of samples are 87 persons. Collecting data using kuesioner. Data analysis with multiple regretion analysis. There is influence doctor quality service to the patient loyalty. Dimentions who influence to the patient loyalty are technical skill, interpersonal relationship, availability of information, and patent involvement.  All dimensions of doctor quality service include technical skills, interpersonal relationship, and availability of information and the involvement influence of patient to the patient loyalty. Technical skills, interpersonal relationship, availability of information, and patent involvement have an influence to the patient loyalty in general polyclinic in RS PKU Muhammadiyah Bantul.

 


Keywords


Doctor quality service, patient, general polyclinic

Full Text:

PDF

References


Kotler, P, 2013, Manajemen Pemasaran. Penerbit Erlangga: Jakarta.

Pohan, I, S, 2013, Jaminan Mutu Layanan Kesehatan: Dasar-Dasar Pengertian dan Penerapan. EGC: Jakarta

Ariadi, H, 2010, Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan, Tesis, UNDIP: Semarang.

Sugiyono, 2008, Metode Penelitian Bisnis, Alfabeta: Bandung.

Notoatmodjo, 2005, Metode Penelitian Kesehatan, Rineka Cipta: Jakarta.

Selcen, et. al, 2007, Effects Of Service Quality On Customer Satisfaction And Customer Loyalty: Marmara University Hospital, Economics Journal: Özyegin Üniversites.

Singh, et. al, 2012, Impact of Perceived Service Quality on Customer Loyalty Intentions in Retail Outlets, European Journal of Business and Management ISSN 2222-1905 (Paper) ISSN 2222-2839, Vol 4, No.21, 2012.

Aryani, D, 2005, Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan, Jurnal Ilmu Administrasi dan Organisasi, Mei-Agustus 2010, hlm. 114-126, ISSN 0854-3844 Volume 17, Nomor 2.

Griffin, J, 2002, Costumer Loyalty How to Earn It, How To Keep it. Mc-Graw-Hill: Kentucky.

Tjiptono, F, 2011, Pemasaran Jasa, Bayumedia Publishing: Jawa Timur.




DOI: https://doi.org/10.18196/jmmr.5120

Article Metrics

Abstract view : 34 times
PDF - 81 times

Refbacks

  • There are currently no refbacks.


Copyright (c) 2016 Tati Fatmawati

JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) are indexed by:

              

Office:
Ruang Jurnal JMMR, Gedung Pascasarjana Universitas Muhammadiyah Yogyakarta
Brawijaya Street, Tamantirto, Kasihan, Bantul, D.I. Yogyakarta, Indonesia
email: jmmr@umy.ac.id

Chat me!

Creative Commons License
JMMR is licensed under Creative Commons Attribution 4.0 International License.

View My Journal of JMMR