Influence of the Quality of Medical and Administrative Services on the Inpatients’ Loyalty at the Adventist Hospital Bandung

Romulo Sinabutar
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Romulo Sinabutar: Universitas Advent Indonesia, Bandung, Indonesia

International Journal of Health and Medical Sciences, 2017, vol. 3, issue 1, 13-22

Abstract: This research utilizes a combination of embedded concurrent models methods. The research aims are to analyze the influence of the quality of medical and administrative services on satisfaction and loyalty of inpatients in RSAB. The total of samples is 90 people which was obtained by Slovin formula, accidental sampling method, and a proportionate stratified random sampling technique. Analysis and interpretation of data were done using Product Moment Correlation and multiple linear regressions.The research results showed that the quality of medical services in RSAB reached 75.45% of the expected and the quality of administrative services is 76.22%. The level of patient satisfaction in RSAB reached 80.33% than expected while the level of loyalty of inpatients in RSAB only reached 77.13%. The quality of medical and administrative services is partially positive and has significant impact on the level of patient satisfaction and simultaneously was strong (64.70%). But the loyalty of patients showed that the quality of medical and administrative services is in a more powerful influence (85.10%). Greater perceived patient satisfaction will improve patient loyalty to the hospital RSAB.

Keywords: Quality of Medical Services; Quality of Administrative; Services; Patient Satisfaction; Patient Loyalty (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:apa:ijhmss:2017:p:13-22

DOI: 10.20469/ijhms.3.30003-1

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