PATIENT SATISFACTION OF HYPERBARIC INSTALLATION OF RUMAH SAKIT PARU JEMBER
Ni Nyoman Putu Martini, Ainur Rokhmah

Universitas Muhammadiyah Jember

Abstract

ABSTRACT
The hospital is one of the health service infrastructure facilities organized by both the government and the private sector. Patient satisfaction is a post-visit evaluation of patients to find out the alternatives chosen at least equal or exceed their expectations. This study aims to test and analyze the effect of customer relationship management on visiting decisions, test and analyze the effect of customer relationship management and partial visiting decisions on patient satisfaction and to determine the effect of customer relationship management on patient satisfaction mediated by the variable visiting decisions of Hyperbaric Installation patients of Jember Lung Hospital. The study population was all patients who visited the Hyperbaric Installation of the Jember Lung Hospital from January 2023 to April 2023. The number of samples was 90 patients. Data analysis used in this study using Warp Partial Least Square (Warp PLS 7.0). The results showed that customer relationship management partially had a positive and significant effect on visiting decisions and patient satisfaction, visiting decisions had a positive and significant effect on patient satisfaction, while customer relationship management had a positive and significant effect on patient satisfaction mediated by the variable visiting decisions of patients at the Hyperbaric Installation of the Jember Lung Hospital.

Keywords: Keywords: customer relationship management, visiting decision, hyperbaric installation

Topic: Marketing management