| Summary: | The need for hospital service quality has increased along with the improving
economy and the degree of public health. In recent years, the growth of private
hospitals in Indonesia has undergone significant development with the publication of
various regulations and legislation by the government. Therefore, in order to remain
in existence in the midst of competition, then the Islamic Fatimah Cilacap Hospital
should be able to provide a quality service oriented to the achievement of patient
satisfaction which in turn will lead to patient loyalty. This study aims to determine
the effect of service quality on satisfaction and to know the effect of satisfaction with
the loyalty of inpatients at the Islamic Fatimah Cilacap Hospital.
The research design used was a crosssectional analytic with prospective data
collection in the form of quantitative data. The quantitative data obtained by using a
closed questionnaire. The questionnaire given to 123 inpatients. Then the data were
analyzed using multiple linear regression statistical method to investigate the effect of
service quality dimension to satisfaction and simple linear regression methods to
investigate the effect of satisfaction with the loyalty of inpatients at the hospital.
The results showed that there was a positive effect between service quality to
satisfaction of inpatients at the Islamic Fatimah Cilacap Hospital. The quality of
service that give the most impact on patient satisfaction is a tangible dimension with
regression coefficient 0.244, while the smallest effect is the dimension of reliability
with regression coefficient 0.185. In addition, this study also shows that there is a
positive effect between patient satisfaction to loyalty inpatients at the Islamic Fatimah
Cilacap Hospital.
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