Analysis of Factors Relating to Loyalty of Patients in Pertamina Bintang Amin Hospital Lampung in 2019

Background:Presentation of inpatient satisfaction of Pertamina Bintang Amin Hospital only reached 75%. The purpose of this study is to determine the factors associated with inpatient loyalty at Pertamina Bintang Amin Hospital Lampung in 2019.

Method:This is a quantitative study with a cross sectional approach. The population in this study were all patients who used inpatient services in 2019. Sampling using accidental sampling technique with a sample of 196 respondents. Univariate, bivariate, and multivariate data analysis used multiple logistic regression tests.

Results:Factors related to patient loyalty are gender, cost bearer, empathy, reliability, and hospital image with p-value (0.015; 0.000; 0.014; 0.007; 0.000). Factors not related to loyalty are age, job, and income. Reliability is the most dominant factor affecting the patients loyalty with OR 5.732.

Conclusions: Reliability is the most dominant factor influencing patient loyalty. It is recommended to the hospital for training to improve human resources through increasing knowledge, skills and abilities.