The Effect of Service Quality on Patient Loyalty (A Study on Inpatients of Regional Public Hospitals in Jakarta, Indonesia)

Abstract

This study aims at examining whether service quality influences customer loyalty, in this case, hospital's inpatient. Service quality is represented in the form of five independent variables, which are tangibles, reliability, responsiveness, assurance, and empathy. This study is conducted at some regional hospitals in Jakarta, Indonesia, and the respondents are inpatients of the concerned hospitals. The data are analyzed by employing a multiple linear regression method. The research shows that the five independent variables simultaneously, significantly influence patient loyalty. Partially, almost all of the independent variables significantly influence it except the reliability variable.