Cintya Citra Putri Maherdiana, - (2014) Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien Dalam Melakukan Kunjungan Ulang Di Unit Rawat Jalan Rumah Sakit Universitas Airlangga. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Consumer loyalty is the one of important key to get success in a business world and that can reduce patient cost more cheaper than get the new consumer, so that the consumer loyalty is the considerable value for institution that give the service. The aimed of this study was to detennine the effect of the service quality on patient loyalty for revisitting in Outpatient Department of Airlangga University Hospital. Design use in this study was cross sectional design. The population of this research was all patients who secondary visit to the Outpatient Department. The sample of this research was 68 patients taken by Purposive Sampling Technique and taken according to inclusion criteria. Data were collected using questionnaire. Data analyzed by double linier regression with significance value a :S 0,05. The result showed there was effect quality and satisfaction, it had significance level of p = 0,000. The result showed there was effect satisfaction and loyalty, and it had significance level of p = 0,020. It conclude that good quality assurance can give comfortable to the patient so it can increase patient satisfaction and the patient satisfaction. Patient satisfaction which hold out in a long time can make patients are loyal with institution who give services. Further studies should analyze the effect of the customer expectation to the customer loyalty, so that the hospital knows about the patients needs in institutions who give service.

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