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Indian Journal of Public Health Research & Development
Year : 2019, Volume : 10, Issue : 7
First page : ( 1050) Last page : ( 1055)
Print ISSN : 0976-0245. Online ISSN : 0976-5506.
Article DOI : 10.5958/0976-5506.2019.01719.4

Relationship of Health Service Quality with Inpatients’ Loyalty at RSUD M akassar City

Wahyuni Sri1, Nurhayani1, Indar H.1

1Department of Administration & Health Policy, Faculty of Community Health, University of Hasanuddin, Makassar, Indonesia

Online published on 19 August, 2019.

Abstract

The purpose of this research is to get an illustration about the relationship of quality of health service with the loyalty of inpatients in RSUD Makassar City. This research type is quantitative research with cross sectional design. A total sample of 95 respondents is determined by the accidental sampling technique. The data collection is done using questionnaire. The result of Chi-square test (p <0.05) on service quality variables was correlated between responsiveness (p = 0.007), assurance (p = 0.000), and reliability (p = 0.013) toward loyalty of inpatients in RSUD Makassar City. Meanwhile, service quality variables have no relation between tangibility (p = 0.901) toward loyalty of inpatient patient in RSUD Kota Makassar. In conclusion, there is relation between quality of health service variable with patient loyalty including, dimension of responsiveness, and assurance. However, there is no correlation between the variable of health service quality and patient loyalty in tangibility dimension. Thus, it is recommended that the hospital speed up the process of renovation of the rooms, hospitalization and complement each room according to the needs of patients in RSUD City.

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Keywords

Health Service, Quality, Inpatients, Loyalty and RSUD.

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