The Influence of Patient Satisfaction on the Loyalty of Inpatient Patients at Dr. Tadjuddin Chalid Hospital Makassar City Year 2023

Abstract

Patient satisfaction reflects the patient's attitude towards care consisting of emotions and perceptions of the health services provided to them, because patient satisfaction will influence patient loyalty. This research design was carried out with an analytical survey using a quantitative approach using cross sectional research, namely research carried out at the same time which aims to analyze and find out how service quality influences the level of patient satisfaction on patient loyalty. The sample in this study is the population of inpatients in 2022, namely 9,526 patients, the sampling was 276 patients, by calculating the sample size using the Lemeshow formula. The sampling technique used in this research uses the accidental sampling technique, namely a sampling technique based on chance, that is, anyone who meets the researcher by chance can be used as a sample.Based on the research results, there is a relationship between reliability and patient loyalty with statistical test results (p=0.000). Assurance has a significant relationship with patient loyalty and statistical test results (p=0.000), and empathy has a significant relationship with patient loyalty with statistical test results (p=0.000) . There is no significant relationship between physical evidence (tangible) on patient loyalty and statistical test results (p=1.000), responsiveness has no relationship on patient loyalty and statistical test results (p=0.698). Researchers' recommendations relate to patient satisfaction and patient loyalty at RSUP Dr. Tadjuddin Chalid Makassar City, to further improve the services needed by the community in general.