PENGARUH KUALITAS PELAYANAN DAN SARANA PRASARANA TERHADAP LOYALITAS PASIEN RAWAT INAP DI RSU MARTHA FRISKA MULTATULI MEDAN TAHUN 2017

One of the businesses in the health services sector is the hospital. In the Republic of Indonesia Law No. 44 of 2009 Article 7 Paragraph 1, it is explained that the hospital must meet the requirements of location, building, infrastructure, human resources, pharmaceutical and equipment. The main purpose of the implementation of hospital services is good health care, quality, professional, and accepted by patients. Patient satisfaction is one of the end results that can determine the attitude and interest of patients to re-visit. The results of the preliminary survey show that the ratio of new patients 65% and old patients 35% in the first quarter of 2017. This shows the lack of loyalty of patients who come back for medical treatment. The purpose of this study is to analyze the effect of service quality and infrastructure facilities to the loyalty of inpatients at Martha Friska Multatuli General Hospital. This research is using analytic survey with cross sectional approach. The samples are 85 people who met the inclusion and exclusion criteria. Multivariate data were analyzed using binary logistic regression analysis. The results showed that the variables of technical skills (p=0.003), access to services (p=0.008), effectiveness (p=0.001), interpersonal relations (p=0.000), efficiency (p=0.000), continuity of care (p=0.000), amenities (p=0.000), and quality of infrastructure (p=0.000) have a significant relationship to loyalty of inpatients. While the overall variable did not show any significant effect on loyalty of inpatients. The conclusion shows that there is a relationship of service quality and infrastructure facilities to loyalty of inpatients in Martha Friska General Hospital Multatuli Medan. It is suggested to the management of Martha Friska Multatuli General Hospital to improve and maintain the technical skill aspects, access to services, effectiveness, interpersonal relations, efficiency, continuity of care, amenities and quality of infrastructure.