The Influence of Service Quality on Patient Loyalty in Ananda Maternity Home and Mariani Maternity House Medan

Oct 13, 2025 by wbrum.org 2 views

The Influence of Service Quality on Patient Loyalty in Ananda Maternity Home and Mariani Maternity House Medan

Introduction

The healthcare industry is highly competitive, and hospitals and maternity homes are no exception. In order to stand out from the competition and attract a loyal patient base, it is essential for these institutions to provide high-quality services. Service quality is a critical factor in determining patient satisfaction and loyalty. In this article, we will explore the influence of service quality on patient loyalty in Ananda Maternity Home and Mariani Maternity House Medan.

Background of the Study

Research conducted by Hendrata Aby (2008) under the guidance of Prof. Dr. Ritha F. Dalimunthe, SE, MSi, and Dra. Nisrul Irawati, MBA, examined the influence of service quality on patient loyalty at Ananda's maternity house and Mariani maternity house located in Medan. The study used a quota sampling method to collect data from patients in both maternity houses. The approaches used included descriptive data analysis, validity and reliability tests, as well as multiple linear regression analysis involving the determinant identification test (R²), F test (simultaneous test), and T test (partial test).

Methodology

The study used a quantitative approach to collect data from patients in both maternity houses. The sample size was determined using the quota sampling method, which ensured that the sample was representative of the population. The data was collected using a questionnaire that measured the five aspects of service quality, namely reliability, responsiveness, guarantees, empathy, and physical evidence. The data was then analyzed using descriptive statistics, validity and reliability tests, and multiple linear regression analysis.

Results

The results of the study showed that five aspects of service quality, namely reliability, responsiveness, guarantees, empathy, and physical evidence, have a positive and significant influence on patient loyalty in both maternity houses. However, the influence of each of these variables is not uniform in each maternity house.

In Ananda's maternity house, the results of the test show that reliability, responsiveness, guarantees, and physical evidence have a significant impact on patient loyalty, while empathy variables do not show significant effects. On the other hand, in Mariani's maternity house, the four variables, plus empathy, have proven to have a significant effect on patient loyalty. In this case, physical evidence does not have a significant effect.

Discussion

The quality of service in the context of hospitals and maternity homes is very important because it can determine the level of satisfaction and loyalty of patients. Good service quality can create positive experiences for patients, which in turn increases their loyalty. Reliability, which includes the ability to provide promised services, is one of the key factors. When patients feel that they can rely on the services provided, they tend to return to using these services in the future.

Responsive power is also very vital; Patients respect when medical staff and paramedics are responsive to their needs. Guarantee, or trust offered to patients about service safety and professionalism, play a role in building mutual trust relationships between patients and health care providers. In addition, empathy, which includes the attention and understanding of the feelings and needs of patients, can improve the experience of patients in maternity home. However, in this study, empathy did not show a significant effect on Ananda's maternity home, which might reflect the need for improving employee training in terms of mastery of this emotional aspect.

Finally, physical evidence, which includes facilities and physical environment of maternity homes, also contributes to patient perceptions about service quality. Although in the maternity home, Mariani physical evidence is not significant, this shows that the physical aspect may not always be the top priority of patients in determining their loyalty.

Conclusion

The results of this study provide important insights for maternity home management in an effort to improve the quality of services and build patient loyalty. By understanding the factors that influence patient loyalty, maternity homes can develop a better strategy to meet patient needs and increase their satisfaction. This will ultimately contribute to the long-term success of the health institution.

Recommendations

Based on the findings of this study, the following recommendations are made:

Maternity homes should prioritize the development of a reliable and responsive service system to ensure that patients feel confident in the services provided.
Employee training should focus on developing empathy and understanding of patient needs to improve the patient experience.
The physical environment of maternity homes should be designed to create a comfortable and welcoming atmosphere for patients.
Maternity homes should develop a strategy to build trust and mutual relationships with patients through guarantees and professional services.

Limitations of the Study

This study has several limitations that should be noted. Firstly, the study was conducted in a specific context, namely Ananda Maternity Home and Mariani Maternity House Medan, and may not be generalizable to other maternity homes. Secondly, the study used a quantitative approach, which may not capture the full complexity of the service quality and patient loyalty relationship. Finally, the study did not explore the impact of other factors, such as patient demographics and health status, on patient loyalty.

Future Research Directions

Future research should aim to explore the following directions:

Investigate the impact of other factors, such as patient demographics and health status, on patient loyalty.
Examine the relationship between service quality and patient loyalty in other healthcare settings, such as hospitals and clinics.
Develop and test interventions to improve service quality and patient loyalty in maternity homes.

References

Hendrata Aby (2008). The Influence of Service Quality on Patient Loyalty in Ananda Maternity Home and Mariani Maternity House Medan. Unpublished Thesis, Universitas Sumatera Utara.

Appendices

Appendix A: Questionnaire used to collect data from patients.

Appendix B: Data analysis procedures used in the study.

Appendix C: Results of the multiple linear regression analysis.

Appendix D: Conclusion and recommendations of the study.
Frequently Asked Questions (FAQs) about the Influence of Service Quality on Patient Loyalty in Ananda Maternity Home and Mariani Maternity House Medan

Q: What is the main objective of the study?

A: The main objective of the study is to examine the influence of service quality on patient loyalty in Ananda Maternity Home and Mariani Maternity House Medan.

Q: What are the five aspects of service quality that were studied?

A: The five aspects of service quality that were studied are:

Reliability: The ability to provide promised services.
Responsiveness: The ability to respond to patient needs in a timely and effective manner.
Guarantees: The trust offered to patients about service safety and professionalism.
Empathy: The attention and understanding of the feelings and needs of patients.
Physical evidence: The facilities and physical environment of maternity homes.

Q: What were the findings of the study?

A: The study found that all five aspects of service quality have a positive and significant influence on patient loyalty in both maternity homes. However, the influence of each of these variables is not uniform in each maternity house.

Q: What were the differences in the findings between Ananda's maternity house and Mariani's maternity house?

A: The study found that in Ananda's maternity house, reliability, responsiveness, guarantees, and physical evidence have a significant impact on patient loyalty, while empathy variables do not show significant effects. On the other hand, in Mariani's maternity house, the four variables, plus empathy, have proven to have a significant effect on patient loyalty. In this case, physical evidence does not have a significant effect.

Q: What are the implications of the study for maternity home management?

A: The study provides important insights for maternity home management in an effort to improve the quality of services and build patient loyalty. By understanding the factors that influence patient loyalty, maternity homes can develop a better strategy to meet patient needs and increase their satisfaction.

Q: What are the recommendations of the study for maternity home management?

A: The study recommends that maternity homes should prioritize the development of a reliable and responsive service system to ensure that patients feel confident in the services provided. Employee training should focus on developing empathy and understanding of patient needs to improve the patient experience. The physical environment of maternity homes should be designed to create a comfortable and welcoming atmosphere for patients. Maternity homes should develop a strategy to build trust and mutual relationships with patients through guarantees and professional services.

Q: What are the limitations of the study?

A: The study has several limitations that should be noted. Firstly, the study was conducted in a specific context, namely Ananda Maternity Home and Mariani Maternity House Medan, and may not be generalizable to other maternity homes. Secondly, the study used a quantitative approach, which may not capture the full complexity of the service quality and patient loyalty relationship. Finally, the study did not explore the impact of other factors, such as patient demographics and health status, on patient loyalty.

Q: What are the future research directions?

A: Future research should aim to explore the following directions:

Investigate the impact of other factors, such as patient demographics and health status, on patient loyalty.
Examine the relationship between service quality and patient loyalty in other healthcare settings, such as hospitals and clinics.
Develop and test interventions to improve service quality and patient loyalty in maternity homes.

Q: What are the practical implications of the study for healthcare providers?

A: The study provides practical implications for healthcare providers, including the importance of developing a reliable and responsive service system, employee training, and physical environment design. Healthcare providers should also prioritize building trust and mutual relationships with patients through guarantees and professional services.

Q: What are the theoretical implications of the study?

A: The study provides theoretical implications for the service quality and patient loyalty relationship. The study suggests that service quality is a critical factor in determining patient loyalty, and that healthcare providers should prioritize developing a reliable and responsive service system, employee training, and physical environment design.

Q: What are the policy implications of the study?

A: The study provides policy implications for healthcare policy makers, including the importance of prioritizing service quality and patient loyalty in healthcare policy. Healthcare policy makers should also consider the impact of other factors, such as patient demographics and health status, on patient loyalty.

Q: What are the future research directions for healthcare providers?

A: Future research directions for healthcare providers should aim to explore the following:

Developing and testing interventions to improve service quality and patient loyalty.
Examining the relationship between service quality and patient loyalty in other healthcare settings.
Investigating the impact of other factors, such as patient demographics and health status, on patient loyalty.

Q: What are the future research directions for healthcare policy makers?

A: Future research directions for healthcare policy makers should aim to explore the following:

Developing and testing policies to prioritize service quality and patient loyalty.
Examining the impact of healthcare policy on service quality and patient loyalty.
Investigating the relationship between healthcare policy and patient loyalty.