Hubungan Citra Rumah Sakit dengan Loyalitas Pasien Rawat Jalan RSI Ibnu Sina Padang Panjang Tahun 2024

Authors

  • Gita Yunanda Universitas Mohammad Natsir Bukittinggi
  • Zulfa Universitas Mohammad Natsir Bukittinggi
  • Abdi Setia Putra Universitas Mohammad Natsir Bukittinggi

Keywords:

Image, Patient Loyalty, Outpatients

Abstract

This study aims to analyze the relationship between the hospital's image and outpatient loyalty at Ibnu Sina Islamic Hospital, Padang Panjang. Based on preliminary data, patient visits over the last three months of 2023 were dominated by returning patients, with details as follows: October (149 new patients, 217 returning patients), November (135 new patients, 239 returning patients), and December (142 new patients, 209 returning patients). Interviews with 10 patients revealed that 80% chose this hospital due to its strategic location and satisfactory services, while 20% stated it was a family choice. The hospital’s image, as an intangible asset, plays a significant role in building the organization's reputation and competitive advantage to attract and retain patients.This study used a quantitative approach with a cross-sectional design, involving 97 respondents. The analysis was conducted using the Chi-Square test. Results showed that 66% of respondents rated the hospital's image as good, while 34% rated it as poor. Regarding loyalty, 50% of respondents were categorized as loyal, and 47% as non-loyal. However, statistical analysis indicated a significance value (pValue) of 0.389, meaning no significant relationship exists between the hospital's image and outpatient loyalty (p > 0.05). Thus, the alternative hypothesis was rejected.The findings suggest that while the hospital's image is positively perceived by most patients, other factors may more strongly influence patient loyalty. Further research is recommended to identify these factors comprehensively.

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Published

31-12-2024

How to Cite

Gita Yunanda, Zulfa, & Abdi Setia Putra. (2024). Hubungan Citra Rumah Sakit dengan Loyalitas Pasien Rawat Jalan RSI Ibnu Sina Padang Panjang Tahun 2024. Journal of Public Administration and Management Studies, 2(2), 73–79. Retrieved from http://journal.umnyarsi.ac.id/index.php/JPAMS/article/view/211

Issue

Vol. 2 No. 2 (2024): Manajemen Publik dan Politik Kontemporer

Section

Articles

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Copyright (c) 2024 Gita Yunanda, Zulfa, Abdi Setia Putra

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