Analisis Tingkat Loyalitas Pasien Rumah Sakit di Kecamatan Mergangsan Yogyakarta Menggunakan Metode Net Promoter Score

Abstract

The demands of patients to get excellent service to health facilities, especially hospitals, have now become a basic need. This makes hospital management determine a good strategy based on its strengths and weaknesses so that patients can be satisfied and ultimately loyal. Loyalty is very important for hospitals. Based on this, the purpose of the study was to analyze the level of patient loyalty at Rajawali Citra Hospital, Griya Mahardhika Hospital Yogyakarta, AMC Muhammadiyah Hospital, and Happy Land Hospital.
This study used a quantitative method by distributing questionnaires to 100 random people living in Mergangsan sub-district of Yogyakarta where they had been treated at the four hospitals. The analysis method used is Net Promoter Score (NPS). The results of the study showed that Happy Land Hospital patients were very loyal, while the rest were loyal.