ABSTRACT

For the past three years BOR (Bed Occupancy Ratio) of Surabaya Hajj
General Hospital (SHGH) has been lower than the standard given by the Ministry
of Health.
The study aims to analyze the factors influencing on patients loyalty at
SHGH by identifying patients characteristics; by analyzing level of satisfaction
with patients characteristics; by analyzing patients loyalty with patients
characteristics; by analyzing the quality of medical and paramedical services with
patients satisfaction and by analyzing the influence of patients characteristics,
the quality of medical and paramedical service and the level of patients
satisfaction on patients loyalty.
This was a analytical study and executed from March to April 2004 at the
inpatient and outpatient wards of SHGH. Data collection was done by interviews
and questionnaires to 96 respondents, who were taken randomly. Double
regression test was used to analyze data.
The result of analysis showed that there were more patients with low
income level who visited SHGH (62,5%); most of the patients (97,92%) declared
the importance of health knowledge; more old patients compared to new patients
(74,06%); Public Health Center was their choice for health service (39,58%);
government s hospital was their choice for health service (26,04%); 20,84%
chose doctors private practice and 13,54% chose private hospital for their health
service. The statistical test revealed that only patients income had a significant
correlation with patients loyalty (p=0.025).
To be able to increase BOR of SHGH, it is best that the management of
SHGH: gives a good health information presented in a very attractive package
for the patients; improves the quality of human resources; completes the waiting
room with necessary equipments; and rearranges the ticket window for patients.

Key words: service quality, patients characteristics, level of satisfaction, loyalty

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