Pengukuran Kepuasan dan Loyalitas Pasien Rumah Sakit Berbasis Customer Relationship Management

Abstract

This study aims to determine the effect of Customer Relationship Management ( people, process and technology ) to the satisfaction and loyalty of patients at Primary Clinic dr . Suherman Universitas Muhammadiyah Jember . The population of this study were all patients treated at the Primary Clinic dr . Suherman Universitas Muhammadiyah Jember . The sampling method is purposive sampling with the number of 100 patients . This research was conducted by spreading questionnaire to patients at Primary Clinic Dr. Suherman Universitas Muhammadiyah Jember . The research method using multiple linear regression analysis . The results showed that clinical services , clinical care processes and clinical services technology influence on patient satisfaction . While patient satisfaction is also influenced by the loyalty of patients at the Clinic Primary dr.M.Suherman Universitas Muhammadiyah Jember.