HUBUNGAN REPUTASI RUMAH SAKIT DAN ORIENTASI KONSUMEN DENGAN LOYALITAS PELANGGAN RAWAT JALAN RUMAH SAKIT SARI MULIA BANJARMASIN
Background: Today, the competitive rivalry occurs among health care organizations. Many hospitals that could choose by patient. Hospital reputation and consumer orientation has important role in this competition. Since the level of hospital competition in Banjarmasin has increased, Sari Mulia hospit...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/129155/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=69533 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | Background: Today, the competitive rivalry occurs among health care
organizations. Many hospitals that could choose by patient. Hospital reputation
and consumer orientation has important role in this competition. Since the level of
hospital competition in Banjarmasin has increased, Sari Mulia hospital should
always be able to maintain or retain loyal customers, not only to attract new
costumers. Customer loyalty that has been made allows organization to develop
long-term relationships with consumers. This research was made to identify the
relationship between hospital reputation and consumer orientation with outpatient
customer loyalty in Sari Mulia Hospital Banjarmasin.
Method: This research is quantitative research with a cross-sectional design. The
method of sampling is convenience sampling, the chosen respondents that fitted
with the criterias and willing to fill the questionnaire. The method of data analysis
is correlation test with Spearmen Rank. The data are presented in table form and
narration.
Result: Based on data analysis, there is a correlation between hospital reputation
with customer loyalty, showed by sig value 0,010 with correlation coefficient
0,330. There is a correlation too between consumer orientation with customer
loyalty, showed by sig value 0,005 with correlation coefficient 0,357. Each of the
correlation results showed there is a significant relationship between hospital
reputation and consumer orientation with customer loyalty but both has weak
correlation, this is an indicator that there are any other factors which related with
customer loyalty.
Conclusion: There is a relationship between hospital reputation and consumer
orientation with outpatient customer loyalty in Sari Mulia Hospital Banjarmasin
Keywords: Hospital reputation, consumer orientation, customer loyalty, Sari
Mulia Hospital |
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