Online ISSN: 2515-8260

Keywords : Patient Loyalty


The Influence of Hospital Marketing Mix on Inpatient Loyalty in Sarah Medan General Hospital

Abidah Ismail Lubis, Destanul Aulia , Siti Saidah Nasution

European Journal of Molecular & Clinical Medicine, 2021, Volume 8, Issue 4, Pages 187-192

Sarah Medan General Hospital in recent years has faced the problem of decreasing
patient loyalty levels, this can be seen from the level of BOR in the last seven months in 2020
which tends to decrease every month. The marketing mix is considered to be a solution to the
problem of patient loyalty, especially related to service quality, price, promotion, and good
communication with customers. The study aimed to analyze the influence of marketing mix on
inpatient loyalty in Sarah Medan General hospital. The study was a quantitative survey with a
cross-sectional approach. The sample was 132 hospitalized. Data were analyzed using logistic
regression. The result shows that there was a significant influence between the marketing mix
seen from the process aspect and the physical appearance of the hospital on patient loyalty.
Where the physical appearance variable was the most dominant variable with a large odds ratio
of 5,134, which means that the better the physical appearance of the hospital, it is predicted that
it will increase patient loyalty by five times higher than the poor physical appearance of the
hospital. It is recommended for Sarah Medan Hospital to pay attention to and improve again
regarding the speed of availability of treatment rooms for inpatient registration and the speed
of response from medical personnel in taking medical actions, as well as maintaining
consistency of service flow.

Links Among Health Care Quality, Patients Satisfaction, and Loyalty: The Domino Effect

Stefanus Supriyanto; Mariana Ester; Susilawati .

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 5, Pages 398-405

Patient satisfaction is the benchmark for the level of health service quality. The patient satisfaction regarding the perceived treatment at the hospital determines whether he will use the same hospital in the future. Muji Rahayu Surabaya Hospital experienced a reduction in inpatient visits by 1.01% in 2018. The decrease in inpatient visits is likely due to patient complaints. The purpose of the study was to analyze patient satisfaction towards the perceived health care quality and the effect on patient loyalty. This study used a cross-sectional approach. The sampling technique was done by using proportionate stratified random sampling with 116 respondents who received inpatient services at Muji Rahayu Surabaya Hospital. The statistical test used was descriptive analysis and regression. The detailed discussion showed that 14.4% of patients felt very satisfied regarding the physical environment quality. There are 20.7% of the patients felt very satisfied regarding the interaction quality of doctors. Moreover, 21.3% of the patients are satisfied regarding the interaction quality provided by nurses, and 16.8% of patients felt very satisfied with the outcome quality. Meanwhile, overall patient loyalty was still low, which was as much as 13.2%. Regression analysis showed that patient satisfaction has a significant positive effect on patient loyalty (p=0.000). Patient satisfaction towards perceived health care quality has a strong effect on patient loyalty.

Links Among Health Care Quality, Patients Satisfaction, and Loyalty: The Domino Effect.

Stefanus Supriyanto; Mariana Ester; Susilawati .

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 5, Pages 608-615

Patient satisfaction is the benchmark for the level of health service quality. The patient satisfaction regarding the perceived treatment at the hospital determines whether he will use the same hospital in the future. Muji Rahayu Surabaya Hospital experienced a reduction in inpatient visits by 1.01% in 2018. The decrease in inpatient visits is likely due to patient complaints. The purpose of the study was to analyze patient satisfaction towards the perceived health care quality and the effect on patient loyalty. This study used a cross-sectional approach. The sampling technique was done by using proportionate stratified random sampling with 116 respondents who received inpatient services at Muji Rahayu Surabaya Hospital. The statistical test used was descriptive analysis and regression. The detailed discussion showed that 14.4% of patients felt very satisfied regarding the physical environment quality. There are 20.7% of the patients felt very satisfied regarding the interaction quality of doctors. Moreover, 21.3% of the patients are satisfied regarding the interaction quality provided by nurses, and 16.8% of patients felt very satisfied with the outcome quality. Meanwhile, overall patient loyalty was still low, which was as much as 13.2%. Regression analysis showed that patient satisfaction has a significant positive effect on patient loyalty (p=0.000). Patient satisfaction towards perceived health care quality has a strong effect on patient loyalty.