| Issue |
MATEC Web Conf.
Volume 248, 2018
4th Engineering Science and Technology International Conference (ESTIC 2018)
|
|
|---|---|---|
| Article Number | 03015 | |
| Number of page(s) | 5 | |
| Section | Industrial Engineering | |
| DOI | https://doi.org/10.1051/matecconf/201824803015 | |
| Published online | 10 December 2018 | |
Patients’ Loyalty Improvement in Public Hospital
Industrial Engineering Department, Universitas Indonesia
* Corresponding author: mdachyar@yahoo.com
The purpose of this research is to improve outpatient loyalty in using National Health Insurance in a public hospital. Structural Equation Modeling (SEM) method is used to analyze factors that influence patient loyalty. The discriminant analysis method is used to know the priority for improvement. An assessment of 5 experts was performed to obtain latent variables and indicators. The questionnaire was given to 400 patients. The SEM model is concluded, satisfaction and trust are two strong factors that affect the loyalty of patients.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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