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Analysis of Factors Relating to Loyalty of Patients in Pertamina Bintang Amin Hospital Lampung in 2019


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1 University of Malahayati, Indonesia
     

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Background:Presentation of inpatient satisfaction of Pertamina Bintang Amin Hospital only reached 75%. The purpose of this study is to determine the factors associated with inpatient loyalty at Pertamina Bintang Amin Hospital Lampung in 2019.

Method:This is a quantitative study with a cross sectional approach. The population in this study were all patients who used inpatient services in 2019. Sampling using accidental sampling technique with a sample of 196 respondents. Univariate, bivariate, and multivariate data analysis used multiple logistic regression tests.

Results:Factors related to patient loyalty are gender, cost bearer, empathy, reliability, and hospital image with p-value (0.015; 0.000; 0.014; 0.007; 0.000). Factors not related to loyalty are age, job, and income. Reliability is the most dominant factor affecting the patients loyalty with OR 5.732.

Conclusions: Reliability is the most dominant factor influencing patient loyalty. It is recommended to the hospital for training to improve human resources through increasing knowledge, skills and abilities.


Keywords

Patients Loyalty, Inpatients, Hospital.
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  • Analysis of Factors Relating to Loyalty of Patients in Pertamina Bintang Amin Hospital Lampung in 2019

Abstract Views: 81  |  PDF Views: 0

Authors

Wayan Aryawati
University of Malahayati, Indonesia
Bagus Nur Eko Prasetio
University of Malahayati, Indonesia
Vera Yulyani
University of Malahayati, Indonesia

Abstract


Background:Presentation of inpatient satisfaction of Pertamina Bintang Amin Hospital only reached 75%. The purpose of this study is to determine the factors associated with inpatient loyalty at Pertamina Bintang Amin Hospital Lampung in 2019.

Method:This is a quantitative study with a cross sectional approach. The population in this study were all patients who used inpatient services in 2019. Sampling using accidental sampling technique with a sample of 196 respondents. Univariate, bivariate, and multivariate data analysis used multiple logistic regression tests.

Results:Factors related to patient loyalty are gender, cost bearer, empathy, reliability, and hospital image with p-value (0.015; 0.000; 0.014; 0.007; 0.000). Factors not related to loyalty are age, job, and income. Reliability is the most dominant factor affecting the patients loyalty with OR 5.732.

Conclusions: Reliability is the most dominant factor influencing patient loyalty. It is recommended to the hospital for training to improve human resources through increasing knowledge, skills and abilities.


Keywords


Patients Loyalty, Inpatients, Hospital.



DOI: https://doi.org/10.37506/v11%2Fi2%2F2020%2Fijphrd%2F195083