The Delivery of Service in Forming the Image of the Hospital and Patients Satisfaction to Gain Patients Loyality in Kajuruhan Kepanjen Hospital Malang

Mamik, Mamik and Sunarti, Sunarti and Rahayu, Sri (2017) The Delivery of Service in Forming the Image of the Hospital and Patients Satisfaction to Gain Patients Loyality in Kajuruhan Kepanjen Hospital Malang. Global Journal of Business and Social Science Review, Vol.3 (1). pp. 56-64. ISSN 2180-0421

	Text SSRN-id3001730.pdf Download (399kB)
	Text Riwayat Submit..pdf Download (694kB)

Abstract

Objective – Kajuruhan Kepanjen Hospital Malang Regency is the only hospital possessed by Malang Regency. The competition among hospitals is getting tighter along with the appearance of private hospitals. The success of hospitals is caused mainly by the delivery of service, especially the service, tolls, and personals because hospitals as service industries have given good services for their patients so that the patients will be loyal. Methodology/Technique – Data collecting method is by a field observation, i.e. distributing the questionnaires and interviewing 210 respondents (patients of Kajuruhan Kepanjen Hospital Malang Regency). Then the data was processed and analyzed by using Structural Equation Modeling (SEM) method, with AMOS software. Findings – The result of data analysis shows that the delivery of service has positive and significant influence to the image of the hospital but it does not have significant influence to patient’s satisfaction. The image of Kajuruhan Kepanjen Hospital Malang Regency has positive and significant influence to patient’s satisfaction and loyalty. Patient’s satisfaction has positive and significant influence to patients loyalty.

Item Type:	Article
Subjects:	A General Works > AC Collections. Series. Collected works
Divisions:	Poltekkes Kemenkes Surabaya > Pusat Penelitan dan Pengabdian Masyarakat > Pubikasi
Depositing User:	Misnawar
Date Deposited:	10 Aug 2020 01:56
Last Modified:	12 Sep 2022 03:12
URI:	http://repo.poltekkesdepkes-sby.ac.id/id/eprint/16

Actions (login required)

View Item