The Satisfaction of health care products forming inpatients loyalty in Melati Husada Hospital Malang

Abstract

Objective

Hospitals in Indonesia face a competitive global. Hospitals are required to maintain services for increasing patient satisfaction and adaption to the changing market. Service satisfaction that needs to be improved includes satisfaction with health care products, processes, and aftersales. The aim of the research is knowing the influence of satisfaction on health care products, processes, and aftersales to patient loyalty.

Method

The study was conducted at the Melati Husada Hospital in December 2018–January 2019. The research sample used was 82 inpatients with consecutive sampling techniques. Data were collected by distributing questionnaires and analyzed by using Partial Least Square (PLS).

Results

The result of PLS shows a positive and significant influence of satisfaction on health care products to loyalty. Health care processes and aftersales do not influence patient loyalty.

Conclusion

Satisfaction in health care products is the most dominant satisfaction in forming patient loyalty.