PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PASIEN TERHADAP LOYALITAS PASIEN RAWAT INAP DI RUMAH SAKIT TIARA PEMATANGSIANTAR

This research was conducted using the design of field research and literature. The sample of this research
is patient hospital Tiara as many 183 patients. Data collected by observation, interviews, questionnaires and
documentation. The analysis technique is using multiple linier regression, coefficient of correlation and
determination, and hypothesis testing with F test and t test. Results of the study can summarized as follows: 1.
Quality of service provided is good, patient satisfaction is high and feel loyalty is also high. 2. Results of multiple
linier regression analysis was Ŷ=9,435 + 0,428X1 + 0,267X2, it means that service quality has positive influence
on patient loyalty. 3. The results of correlation values of r=0,705, means there is a strong and positive
relationship between service quality, satisfaction and loyalty inpatiens in hospitals Tiara Pematngsiantar. 4.
Research hypothesis Ho meaning that the quality of service and satisfaction of positive and significant impact on
loyalty inpatients in hospitals Tiara simultaneously and partially.
The suggestion of this research is to quality of care in hospitals Tiara indicators were lower still, to the
hospital Tiara must add medical equipment more complete and more routine medical personnel to attend
seminars/trainings. Furthermore, there are indicators of satisfaction low, pricing need to be considered and
compared to the prices in the price of other hospitals so that patients remain loyal to the hospitals Tiara
Pematangsiantar. While loyalty inpatients in hospitals Tiara Pematngsiantar, there are indicators that are not
optimal indicator shows immunity against competitors to be more improved excellence of hospitals Tiara
Pematangsiantar.
Keyword: Quality of Service, Satisfaction and Loyalty