PENGARUH KUALITAS PELAYANAN, PERSEPSI NILAI, SUMBER DAYA MANUSIA, SARANA FISIK DAN PROSES TERHADAP LOYALITAS PASIEN RAWAT INAP PADA RUMAH SAKIT CITRA BMC PADANG

Abstract

The purpose of this study was to determine the effect of service quality, perceived value, human resources, physical evidence and process to patients loyalty at Citra BMC hospitals Padang. The populations in this study were all patients who have used the services of the Citra BMC hospitals Padang. The sampling technique used purposive sampling, while the number of samples used one hundred peoples. The analysis techniques data used multiple linear regression. In this study used five variables, which are service quality, perceived value, human resources, physical evidence and process. And in this study variables service quality, perceived value, human resources, physical evidence and process that have a significant effect to loyalty. This is due to the quality of service, value perception, human resources, physical evidence and process have a significant impact on the loyalty of inpatients at the Citra BMC hospitals Padang. This study provides practical recommendations for the management of the Citra BMC hospitals Padang, which it as continue to improve service quality, perceived value, human resources, physical evidence and process in the future..
Keywords : Service Quality, Perceived Value, Human Resources, Physical Infrastructure and Process and Loyalty