Pengaruh Citra dan Kepercayaan terhadap Loyalitas Pasien di Minimi Bumi Indah

The Influence of Image and Trust on Patient Loyalty at Minimi Bumi Indah

Abstract

sing competition in the healthcare industry, every healthcare institution tries to provide quality services to boost patient loyalty. Patient loyalty is influenced by several factors, including Image and Trust. This study aims to analyze the effect of Image and Trust on Patient Loyalty at Minimi Bumi Indah. This research uses a quantitative method with a descriptive approach. The population of this study consisted of 306 patients, with a sample size of 173 respondents calculated using Slovin's formula and selected through Purposive Sampling. Data was collected by distributing questionnaires using a Likert scale. The data was analyzed using validity tests, reliability tests, classical assumption tests, t-tests, F-tests, multiple linear regression analysis, and the coefficient of determination. The research results show that image and trust have a positive effect on patient loyalty, both partially and simultaneously. The coefficient of determination (R2) is 0.567 or 56.7%, meaning patient loyalty is influenced by image and trust, while the remaining 43.3% is affected by other factors outside of this study. The implication of this research shows that Minimi needs to maintain and improve patient image and trust by enhancing the quality of facilities, cleanliness, service punctuality, and providing clear and professional information. These efforts are expected to strengthen patient loyalty.