Analysis of the Effect of Service Quality on Loyalty of Inpatient Patients in Hospital II Putri Hijau Medan

Oct 13, 2025 by wbrum.org 85 views

Analysis of the Effect of Service Quality on Loyalty of Inpatient Patients in Hospital II Putri Hijau Medan

Introduction

In today's competitive healthcare industry, hospitals are constantly seeking ways to improve patient satisfaction and loyalty. One key factor that contributes to patient satisfaction is the quality of service provided by healthcare institutions. Putri Hijau Medan Level II Hospital, as a government asset, has the responsibility to provide the best health services to its patients. This study aims to examine the effect of service quality on inpatient satisfaction and loyalty in Hospital II Putri Hijau Medan.

Background

Hospital II Putri Hijau Medan is a government-owned hospital that provides various health services to the community. However, there are several problems in providing health services at this hospital, including long waiting times, inadequate facilities, and unresponsive staff. These issues can lead to patient dissatisfaction and decreased loyalty to the hospital. Therefore, it is essential to improve the quality of service to increase patient satisfaction and loyalty.

Formulation of the Problem

This research tries to answer two main questions:

To what extent does the influence of service quality (physical evidence, reliability, responsiveness, guarantees, and empathy) on the satisfaction of inpatients at the Level II Hijau Hijau Hospital Medan?
To what extent does the influence of satisfaction on loyalty of inpatients in the second level of the Hijau Hijau Hospital Medan?

Research Methods

This study uses a survey approach with quantitative descriptive research types. The nature of this research is an explanation, which means looking for a causal relationship between the research variables. The data analysis method used in the first hypothesis is multiple regression, while the second hypothesis uses simple regression.

Research Sample

The population of this study was all class I patients who were treated for 3 days or more in Putri Hijau Medan Level II Hospital in October 2010. The total population was 89 patients. Determination of the research sample was carried out using the Slovin formula with a 90% confidence level and produced a total sample of 47 patients.

Research Result

Multiple regression test results in the first hypothesis show that simultaneously the quality of service consisting of physical evidence, reliability, responsiveness, guarantees, and empathy has a significant effect on patient satisfaction. Partially, physical evidence and reliability also have a significant effect on patient satisfaction. The dimensions of physical evidence have the most dominant influence on patient satisfaction in the Level II Hijau Hijau Hospital Medan.

The second hypothesis shows that partially, patient satisfaction has a significant effect on patient loyalty.

Conclusion

This study concluded that:

Service quality (physical evidence, reliability, responsiveness, guarantee, and empathy) affects the satisfaction of inpatients in the second level of Putri Hijau Hospital Medan.
Patient satisfaction affects the patient's loyalty in the Level II Hijau Hijau Medan hospital.

Recommendation

Based on the results of this study, it is recommended that:

Putri Hijau Hijau Hospital Hospital needs to focus on improving the quality of service, especially in aspects of physical evidence (tangible). This can be done by paying attention to the cleanliness and neatness of the room, the completeness of facilities, and ease of access to information for patients.
Increasing efforts to create patient satisfaction. This can be done by providing friendly and professional services, and increasing responsiveness to patient needs.
Continuously monitoring and evaluating the quality of service to ensure that it meets the needs of patients.

Implication of the Study

This study provides a deeper understanding of the importance of service quality and patient satisfaction in building inpatient loyalty. Putri Hijau Medan Level II Hospital needs to continue to improve the quality of her services to achieve the goal of becoming a superior and trusted hospital in the eyes of the community.

Limitation of the Study

This study has several limitations, including:

Limited sample size. The sample size of this study is relatively small, which may limit the generalizability of the findings.
Cross-sectional design. This study uses a cross-sectional design, which may not capture the dynamic nature of patient satisfaction and loyalty.
Self-reported data. The data used in this study are self-reported, which may be subject to biases and errors.

Future Research Directions

Future research should aim to:

Investigate the impact of service quality on patient loyalty in different healthcare settings.
Examine the relationship between patient satisfaction and loyalty in different patient populations.
Develop and test interventions to improve patient satisfaction and loyalty in healthcare settings.

Conclusion

In conclusion, this study highlights the importance of service quality in building patient loyalty in healthcare settings. Putri Hijau Medan Level II Hospital needs to focus on improving the quality of service, especially in aspects of physical evidence, to increase patient satisfaction and loyalty. This study provides a foundation for future research on the impact of service quality on patient loyalty in healthcare settings.
Q&A: Analysis of the Effect of Service Quality on Loyalty of Inpatient Patients in Hospital II Putri Hijau Medan

Frequently Asked Questions

Q: What is the main objective of this study? A: The main objective of this study is to examine the effect of service quality on inpatient satisfaction and loyalty in Hospital II Putri Hijau Medan.

Q: What are the research questions of this study? A: The research questions of this study are:

To what extent does the influence of service quality (physical evidence, reliability, responsiveness, guarantees, and empathy) on the satisfaction of inpatients at the Level II Hijau Hijau Hospital Medan?
To what extent does the influence of satisfaction on loyalty of inpatients in the second level of the Hijau Hijau Hospital Medan?

Q: What research methods were used in this study? A: This study uses a survey approach with quantitative descriptive research types. The nature of this research is an explanation, which means looking for a causal relationship between the research variables. The data analysis method used in the first hypothesis is multiple regression, while the second hypothesis uses simple regression.

Q: What is the population of this study? A: The population of this study was all class I patients who were treated for 3 days or more in Putri Hijau Medan Level II Hospital in October 2010. The total population was 89 patients.

Q: What is the sample size of this study? A: The sample size of this study is 47 patients, which was determined using the Slovin formula with a 90% confidence level.

Q: What are the findings of this study? A: The findings of this study are:

Service quality (physical evidence, reliability, responsiveness, guarantee, and empathy) affects the satisfaction of inpatients in the second level of Putri Hijau Hospital Medan.
Patient satisfaction affects the patient's loyalty in the Level II Hijau Hijau Medan hospital.

Q: What are the recommendations of this study? A: The recommendations of this study are:

Putri Hijau Hijau Hospital Hospital needs to focus on improving the quality of service, especially in aspects of physical evidence (tangible). This can be done by paying attention to the cleanliness and neatness of the room, the completeness of facilities, and ease of access to information for patients.
Increasing efforts to create patient satisfaction. This can be done by providing friendly and professional services, and increasing responsiveness to patient needs.
Continuously monitoring and evaluating the quality of service to ensure that it meets the needs of patients.

Q: What are the implications of this study? A: The implications of this study are:

This study provides a deeper understanding of the importance of service quality and patient satisfaction in building inpatient loyalty.
Putri Hijau Medan Level II Hospital needs to continue to improve the quality of her services to achieve the goal of becoming a superior and trusted hospital in the eyes of the community.

Q: What are the limitations of this study? A: The limitations of this study are:

Limited sample size. The sample size of this study is relatively small, which may limit the generalizability of the findings.
Cross-sectional design. This study uses a cross-sectional design, which may not capture the dynamic nature of patient satisfaction and loyalty.
Self-reported data. The data used in this study are self-reported, which may be subject to biases and errors.

Q: What are the future research directions? A: The future research directions are:

Investigate the impact of service quality on patient loyalty in different healthcare settings.
Examine the relationship between patient satisfaction and loyalty in different patient populations.
Develop and test interventions to improve patient satisfaction and loyalty in healthcare settings.