Analysis of the Determinants of Patient Loyalty in the Inpatient Installation at the General Hospital 'Aisyiyah St. Khadijah Pinrang District

Abstract

Loyalty is repurchase behavior solely concerning the purchase of the same particular brand repeatedly. Patients who feel satisfied, can take repeated actions as repeated use of services in the future and tell others about the perceived service performance. This study aims to determine the determinants of loyalty of inpatient installation patients at 'Aisyiyah St. Khadijah General Hospital, Pinrang Regency. This research is included in the type of quantitative research by applying a cross sectional approach. The sample in this study were 90 inpatients obtained by accidental sampling method. Data collection using a questionnaire. Data processing was carried out through the Chi-Square test and the Logistic Regression test. The results of the Chi-Square test show that there is an influence between service quality in terms of reliability, responsiveness, assurance, empathy, physical evidence, hospital image, moving barriers, and distance of residence on the loyalty of inpatient installation patients at 'Aisyiyah St. Khadijah General Hospital, Pinrang Regency. The results of the Logistic Regression test show that the quality of service in terms of assurance with Exp (B) = 25.274 is the variable that has the most influence on the loyalty of inpatient installation patients at 'Aisyiyah St. Khadijah General Hospital Pinrang Regency. Keywords: Patient Loyalty; Service Quality; Hospital Image; Moving Barriers; Residence Distance; Hospitalization