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Title: :  The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty
PaperId: :  22755
Published in:   International Journal Of Advance Research And Innovative Ideas In Education
Publisher:   IJARIIE
e-ISSN:   2395-4396
Volume/Issue:    Volume 10 Issue 2 2024
DUI:    16.0415/IJARIIE-22755
Licence: :   IJARIIE is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Author NameAuthor Institute
OshinUniversitas Islam Bandung
NurdinUniversitas Islam Bandung
Santun Bhekti RahimahUniversitas Islam Bandung

Abstract

Management, Healthcare
loyalty, promotion, service quality, patients’ satisfaction
The Central Cimahi Health Centre, a prominent healthcare facility in the Cimahi City area, plays a crucial role in providing quality services to alleviate the public's health concerns. Alongside this, the centre is tasked with promotion initiatives, aimed at educating the community and familiarizing them with the services and facilities available. Despite these responsibilities, the Central Cimahi Community Health Centre encounters challenges in optimizing service quality, particularly in the administration department, which is perceived as suboptimal, less friendly, and somewhat intimidating. Furthermore, the promotional efforts are deemed ineffective, failing to reach the target audience and resulting in a lack of awareness among the public about ongoing activities. This study adopts a descriptive verification research approach, utilizing a combination of primary and secondary data. The research population consists of all outpatients who have accessed services at the Central Cimahi Health Centre, Cimahi City. Quota random sampling was employed, with inclusion criteria focusing on patients who underwent outpatient treatment multiple times at the health centre. The findings reveal that patient perceptions of service quality, promotion, satisfaction, and loyalty at the Central Cimahi Health Centre are consistently rated as very high. Service quality perceptions are influenced by the availability of comprehensive and comfortable facilities. Effective promotion is attributed to easily understandable content. Patient satisfaction is shaped by the accessibility of services, emphasizing simplicity. Loyalty is evidenced by a high interest in accessing additional services at the health centre and a willingness to recommend services to family and colleagues. Moreover, the research identifies significant positive correlations: service quality positively impacts patient satisfaction, promotion positively influences patient satisfaction, and patient satisfaction positively affects patient loyalty. These insights provide valuable information for enhancing the overall effectiveness of the Central Cimahi Community Health Centre.

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IJARIIE Oshin, Nurdin, and Santun Bhekti Rahimah. "The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty" International Journal Of Advance Research And Innovative Ideas In Education Volume 10 Issue 2 2024 Page 630-644
MLA Oshin, Nurdin, and Santun Bhekti Rahimah. "The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty." International Journal Of Advance Research And Innovative Ideas In Education 10.2(2024) : 630-644.
APA Oshin, Nurdin, & Santun Bhekti Rahimah. (2024). The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty. International Journal Of Advance Research And Innovative Ideas In Education, 10(2), 630-644.
Chicago Oshin, Nurdin, and Santun Bhekti Rahimah. "The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty." International Journal Of Advance Research And Innovative Ideas In Education 10, no. 2 (2024) : 630-644.
Oxford Oshin, Nurdin, and Santun Bhekti Rahimah. 'The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty', International Journal Of Advance Research And Innovative Ideas In Education, vol. 10, no. 2, 2024, p. 630-644. Available from IJARIIE, http://ijariie.com/AdminUploadPdf/The_Influence_Of_Service_Quality_And_Promotion_On_Patients’_Satisfaction_And_Its_Implication_On_Patients’_Loyalty_ijariie22755.pdf (Accessed : 16 March 2024).
Harvard Oshin, Nurdin, and Santun Bhekti Rahimah. (2024) 'The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty', International Journal Of Advance Research And Innovative Ideas In Education, 10(2), pp. 630-644IJARIIE [Online]. Available at: http://ijariie.com/AdminUploadPdf/The_Influence_Of_Service_Quality_And_Promotion_On_Patients’_Satisfaction_And_Its_Implication_On_Patients’_Loyalty_ijariie22755.pdf (Accessed : 16 March 2024)
IEEE Oshin, Nurdin, and Santun Bhekti Rahimah, "The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty," International Journal Of Advance Research And Innovative Ideas In Education, vol. 10, no. 2, pp. 630-644, Mar-App 2024. [Online]. Available: http://ijariie.com/AdminUploadPdf/The_Influence_Of_Service_Quality_And_Promotion_On_Patients’_Satisfaction_And_Its_Implication_On_Patients’_Loyalty_ijariie22755.pdf [Accessed : 16 March 2024].
Turabian Oshin, Nurdin, and Santun Bhekti Rahimah. "The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty." International Journal Of Advance Research And Innovative Ideas In Education [Online]. volume 10 number 2 (16 March 2024).
Vancouver Oshin, Nurdin, and Santun Bhekti Rahimah. The Influence Of Service Quality And Promotion On Patients’ Satisfaction And Its Implication On Patients’ Loyalty. International Journal Of Advance Research And Innovative Ideas In Education [Internet]. 2024 [Cited : 16 March 2024]; 10(2) : 630-644. Available from: http://ijariie.com/AdminUploadPdf/The_Influence_Of_Service_Quality_And_Promotion_On_Patients’_Satisfaction_And_Its_Implication_On_Patients’_Loyalty_ijariie22755.pdf
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