The Influence of Service Quality, Service Improvement, and Prices on Satisfaction and Loyalty of Inpatients at the Batara Siang Regional General Hospital, Pangkep

Dewi, Ratna (2022) The Influence of Service Quality, Service Improvement, and Prices on Satisfaction and Loyalty of Inpatients at the Batara Siang Regional General Hospital, Pangkep. IOSR Journal of Business and Management (IOSR-JBM), 24 (7). pp. 57-66. ISSN 2278-487X

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Official URL: https://iosrjournals.org/iosr-jbm/papers/Vol24-iss...

Abstract

This study aims to: (1) Analyze the effect of service quality, service improvement, and price on patient satisfaction at the Batara Siang Regional General Hospital, Pangkep Regency (2) analyze the effect of service quality, service improvement, and price on patient loyalty at the Regional General Hospital. Batara Siang Pangkep Regency (3) Analyzing the effect of patient satisfaction on patient loyalty (4) Analyzing the effect of service quality, and price improvement on patient loyalty through patient satisfaction at the Batara Siang Regional General Hospital, Pangkep Regency. This study uses a quantitative approach by using primary and secondary data through a questionnaire of 180 respondents. This research was conducted at the Batara Siang Regional General Hospital, Pangkep Regency. The data were analyzed using the AMOS SEM program. The results of this study indicate that: (1) Service Quality, Service Improvement, and Price have a positive and significant impact on Inpatient Satisfaction at Batara Siang General Hospital, Pangkep Regency. (2) Service quality has a positive and insignificant effect on the loyalty of inpatients at the Batara Siang General Hospital, Pangkep Regency. (3) Service and price improvements have a positive and significant effect on the loyalty of inpatients at the Batara Siang General Hospital, Pangkep Regency. (4) Patient satisfaction has a positive and significant effect on the loyalty of Inpatients at Batara Siang General Hospital, Pangkep Regency (5) Service quality has a positive and insignificant effect on the loyalty of Inpatients at Batara Siang General Hospital, Pangkep Regency through patient satisfaction ( 6) Service improvement has a positive and significant effect on the loyalty of Inpatients at Batara Siang General Hospital, Pangkep Regency through patient satisfaction (7) Price has a positive and significant effect on the loyalty of Inpatients at Batara Siang General Hospital, Pangkep Regency through patient satisfaction. This shows that the price can increase patient loyalty through patient satisfaction. Keywords: Internal Control; Apparatus Competence; Internal monitoring

Item Type:	Article
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	FAKULTAS EKONOMI
Depositing User:	Unnamed user with email admin@umi.ac.id
Date Deposited:	07 Jul 2023 02:46
Last Modified:	07 Jul 2023 02:46
URI:	http://repository.umi.ac.id/id/eprint/3055

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