Selasa, 16 Juni 2009

Satisfaction analysis and its relation with inpatient loyalty of Dedy Jaya hospital, Brebes district

POST GRADUATED OF PUBLIC HEALTH
MAJORING OF HOSPITAL ADMINISTRATION
DIPONEGORO UNIVERSITY
2008
By Ismawan Nur Laksono

ABSTRACT


Ismawan
Satisfaction analysis and its relation with inpatient loyalty of Dedy Jaya hospital, Brebes district.
xiv + 98 + 34 table + 5 pictures + 5 appendixs
Dedy Jaya hospital is the newest hospital in Brebes district, started since April 2006. For this two years, they done efforts to increase their service quality, such as physic, medical equipment, resources (medical or administrative) to prepare for hospital acreditation.
Eventhough there was some continous development and marketing efforts done by Dedi Jaya hospital, but BOR of Dedi Jaya hospital (2007) was only 37,27, for 2nd level room and 1st room level was 10,24 and 22,26. During 2007 there was decreasing of income (compare with 2006). Based on data and fact findings, there was some problem occured in hospital, such as their bad of product, process, and post sales which could decreased customers willingness to re-buy their product (loyalty).
This research’s objective is to analyze the satisfaction and its relation with inpatient loyalty of Dedy Jaya hospital, Brebes district. This research is only to asses loyalty of in-patient, that way environment factor (range, other hospital, transportation) are not as variable.
Method of this research is observasional study with cross sectional design. Population are all in-patient of Dedy Jaya hospital (1st, 2nd, 3rd and VIP room level) 2008 at the latest of month (150 patients). Total sample are 60 patients. Data analysis using SPSS for windows version 11.0 with chi square test. .
Results found that p value is 0,0001 (p<0,05), that means there is a relation between satisfaction of patient with patien loyalty. It is found that 43,3% respondens are Failure (not satisfy and not loyalty), 11,7% respondens are Forced loyalty (not satisfy but loyal), 8,3% Defector (satisfy but not loyal) and 36,7% respondesns are Successes (loyal and positive word of mouth). Based on that findings, Dedy Jaya will provide scheme of Switching Barrier and Voice to increase in-patient satisfaction.

Keywords : satisfaction, loyalty, in-patient, hospital
Bibliography : 28 (1984-2007)

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