Abstract
Business competition in the health industry is getting tighter, especially since the COVID-19 pandemic has significantly decreased patient visits. This study aims to determine the determinants of executive patient loyalty at the Siloam Hospitals TB Simatupang outpatient installation during the COVID-19 pandemic era. This research is quantitative research with an observational research design. The study population consisted of 520 patients with a sample of 84 patients with research instruments using a questionnaire. The results of the study stated that most respondents were loyal to services at the executive clinic, with an NPS of 50%. Customer satisfaction, service quality, perceived value, trust, hospital brand image, and commitment significantly and positively affect executive patient loyalty. Specifically, the commitment variable has a direct influence on loyalty. Customer satisfaction, service quality, trust, hospital brand image, and OCB indirectly affect loyalty. Commitment (0.865) is the most influential variable on patient loyalty. Furthermore, the variables customer satisfaction (0.541), trust (0.484), service quality (0.425), OCB (0.249), hospital brand image (0.107) respectively also have a degree of influence on patient loyalty.
Bahasa Abstract
Persaingan bisnis di industri kesehatan semakin ketat, apalagi pandemi COVID-19 telah menurunkan kunjungan pasien secara signifikan. Penelitian ini bertujuan untuk mengetahui determinan loyalitas pasien eksekutif di instalasi rawat jalan Siloam Hospitals TB Simatupang di era pandemi COVID-19. Penelitian ini merupakan penelitian kuantitatif dengan desain penelitian observasional. Populasi penelitian terdiri dari 520 pasien dengan sampel 84 pasien dengan instrumen penelitian menggunakan kuesioner. Hasil penelitian menyatakan bahwa sebagian besar responden loyal terhadap pelayanan di klinik eksekutif, dengan NPS sebesar 50%. Kepuasan pelanggan, kualitas layanan, nilai yang dirasakan, kepercayaan, citra merek rumah sakit, dan komitmen secara signifikan dan positif mempengaruhi loyalitas pasien eksekutif. Secara khusus, variabel komitmen memiliki pengaruh langsung terhadap loyalitas. Kepuasan pelanggan, kualitas layanan, kepercayaan, citra merek rumah sakit, dan OCB secara tidak langsung mempengaruhi loyalitas. Komitmen (0,865) merupakan variabel yang paling berpengaruh terhadap loyalitas pasien. Selanjutnya variabel kepuasan pelanggan (0,541), kepercayaan (0,484), kualitas pelayanan (0,425), OCB (0,249), citra nama rumah sakit (0,107) masing-masing juga memiliki pengaruh terhadap loyalitas pasien.
Recommended Citation
Sembiring, Dian Agnesa and Nurwahyuni, Atik
(2023)
"DETERMINANT OF LOYALTY OF EXECUTIVE CLASS PATIENTS AT AMBULATORY SERVICES AT SILOAM HOSPITALS TB SIMATUPANG DURING COVID-19 PANDEMICS,"
Journal of Indonesian Health Policy and Administration: Vol. 8:
No.
1, Article 5.
DOI: 10.7454/ihpa.v8i1.6556
Available at:
https://scholarhub.ui.ac.id/ihpa/vol8/iss1/5