Indonesia Conference Directory

Hospitals in Indonesia face a competitive global situation in the era of Jaminan Kesehatan Nasional (JKN) and the Asean Economic Community (AEC). Hospitals are required to maintain services for increasing patient satisfaction and adaptin to the changing market. Service satisfaction that needs to be improved includes satisfaction with service products, service processes, and aftersale service. The aim of the research is knowing the influence of satisfaction on product service, service process, and aftersale service to patient loyalty. The study was conducted at the RSIA Melati Husada in December 2018 - January 2019. The research sample used was 82 inpatients who were obtained by consecutive sampling technique. Data were collected by distributing questionnaires, then the data were analyzed by using Partial Least Square (PLS). The result of PLS shows a positive and significant influence on satisfaction with service products, service processes, and aftersale service to patient loyalty. Satisfaction in service products is the most dominant satisfaction in forming patient loyalty.