Satisfaction Analysis Associated with Patients Loyalty of Inpatient Unit at Dedi Jaya Hospital in District of Brebes

Abstract

Dedi Jaya Hospital in the newest hospital in District of Brebes and has been operated since April 2006. During two years, there has been performed many efforts to improve quality of the hospital in terms of the physical building, medical equipments, and human resources (both medical and non-medical officer) as a part of preparing a hospital accreditation. Bed Occupancy Rate at the hospital in year 2007 was low namely equal to 32.27 in which it was especially happened in Class II (10.24) and Main Class (22.26). Percentage of income at Inpatient Unit in Year 2007 was lower than percentage of income at Inpatient Unit in year 2006. Based on data and facts, there was found some problems at the hospital in terms of the aspects of product, process, and after sale. Those problems could decrease a level of patients’ satisfaction and reduce patients’ desire to revisit (be loyalty). Aim of this research was to analyze customers’ satisfaction at Inpatient Unit of Dedi Jaya Hospital in Brebes District. This research was focused on description of customers at Inpatient Unit and effort to maintain. Therefore, environmental factors like competitor, distance, and transportation were not searched. Result of this research shows that satisfaction level has significant relationship with the level of patients’ loyalty at Inpatient Unit of Dedi Jaya Hospital. Most of the respondents are included in Failure category (43.4%) that means customers are unsatisfied and not loyal, in Forced loyalty category (11.7%) that means customers are satisfied but they are not loyal. Otherwise, percentage of respondents who are included in Successes category that means they are loyal and do word of mouth is 36.7%. Based on the result, there has been arranged Switching and Voice to improve satisfaction ang loyalty of patients at Inpatient Unit of Dedi Jaya Hospital. Sumber Utama : www.mikm.undip.ac.id