JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit)
Vol 10, No 2 (2021): August

The Effect of Service Quality on Loyalty Through Patient Satisfaction in Outpatient of Hospital X, Malang

Sholeh, Moh (Unknown)
Chalidyanto, Djazuly (Unknown)



Article Info

Publish Date
12 Jul 2021

Abstract

This study aimed at analyzing correlation between digital marketing and customer satisfaction and loyalty at general hospitals during the COVID-19 pandemic era. This study was a quantitative study with an observational design and a cross-sectional approach. The population of this study was the hospital’s customers with a total sample of 100 customers that had already received hospital services during the COVID-19 pandemic era and taken using a simple random sampling technique. Data analysis was done using Pearson’s correlation test. Digital marketing was perceived well by 84% of the respondents. Further, for customer satisfaction, it was shown that most respondents had a high satisfaction of 77%. For customer loyalty, it was shown that most respondents had a high loyalty of 75%. The result of data processing for correlation between digital marketing and the respondent’s satisfaction showed a significance level of 0.000 (p-value 0.05) with an r-value of 0.827. Meanwhile, correlation between digital marketing and the respondent’s loyalty showed a significance level of 0.000 (p-value 0.05) with an r-value of 0.655. Digital marketing and customer satisfaction and loyalty at general hospitals are correlated and it’s an effective way to improve hospital customer satisfaction and loyalty during the COVID-19 pandemic era.

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Journal Info

Abbrev

mrs

Publisher

Subject

Economics, Econometrics & Finance Health Professions

Description

JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) is peer reviewed journal published by Universitas Muhammadiyah Yogyakarta in collaboration with The Muhammadiyah Lecturer of Hospital Management Graduate Program Association (ADMMIRASI). ISSN: 2541-6715 (online) and 2088-2831 (print). JMMR ...