INTERRELATIONSHIP AMONG PERCEIVED HOSPITAL SERVICE QUALITY AND PATIENT SATISFACTION: A CONCEPTUAL FRAMEWORK

Hotimah, Husnul, Santoso, Adi and Riawan, Riawan (2023) INTERRELATIONSHIP AMONG PERCEIVED HOSPITAL SERVICE QUALITY AND PATIENT SATISFACTION: A CONCEPTUAL FRAMEWORK. Skripsi (S1) thesis, Universitas Muhammadiyah Ponorogo.

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Abstract

Objective study This is For knowing the interrelationship between perceived hospital service quality and patient satisfaction at home Sick or in the institutional sector health . Method research used in study This is method quantitative with do questionnaire . Data collection using distributed questionnaires online using Google Forms . The population of this study were patients who had been hospitalized in East Java city hospitals. The number of samples in this study were 234 hospital patients. A Likert scale of one to four is used in data measurement, with one representing strongly disagreeing responses and four representing strongly agreeing responses. Data analysis used in this study used a structural equation model and data processing was supported by the IBM SPSS AMOS 24 application. Research shows that quality management and patient service quality have a positive and significant effect on patient satisfaction. Found that patient satisfaction has a positive and significant impact on patient loyalty. However, quality management and service quality did not have a significant impact on patient loyalty in this study. The expected implementation of this research is to become a reference for hospitals to focus on increasing patient loyalty and satisfaction such as providing care guarantees if an error occurs in patient handling and providing the best service to patients in order to create patient satisfaction and loyalty. By concentrating on specific characteristics that are more focused on sample size and including variables that contribute to increasing hospital patient satisfaction and loyalty, the results of this study can provide opportunities for future research advancement. Besides that is, research in the future recommended for more explore related loyalty patient , due to research this find management quality and quality service no influential to loyalty patient.

Item Type:	Thesis (Skripsi (S1))
Uncontrolled Keywords:	Patient Loyalty; Patient Satisfaction; Service Quality; Quality Management.
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Faculty of Economic > Department of Management
Depositing User:	fe . userfe
Date Deposited:	01 Sep 2023 03:42
Last Modified:	01 Sep 2023 03:42
URI:	http://eprints.umpo.ac.id/id/eprint/12239

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