Marketing Mix Strategy to Increase Outpatient Loyalty at the Hajj Hospital Jakarta Indonesia
Keywords:
Marketing Mix Strategy, Patient, Loyalty, Hajj Hospital Jakarta
Abstract
To create a competitive edge, it is necessary to recruit and train the proper personnel for service delivery, as people are a crucial component. Customers judge the clinic's service provision and delivery based on the individuals who represent it. This study’s compares the theory and practice concerning the effect of marketing mix to outpatients’ loyalty. Hajj Hospital is currently experiencing a drop in the number of patients though numerous promotional efforts have been made. It is anticipated that the marketing mix will enhance consumer views of a product’s quality, as measured by consumers’ evaluations of the product. If the consumer perceives that the hospital provides high-quality services, the hospital’s image will be positive; this condition might boost customer or patient satisfaction. This study aims to determine which element of the marketing mix has the most significant impact on patient loyalty at Hajj Hospital. This study used a quantitative cross-sectional design approach, with 100 outpatient samples, and was analysed using SPSS. It was discovered that additional studies incorporated planning, control, monitoring, and evaluation into the marketing mix, utilising longitudinal studies or interventions for healthcare professionals that provide services to patients. The characteristic of respondent’s female 72%, age productive 96 % (15-64 years old), majority highest education 59%; job housewife 37% and private employee 23%; self-information to go to the hospital 25 % and reference by family and friend 42%, reference of medical staff 21%; in this unit of patients per month had average 1034 outpatients. The component questions the correlation between People and products to loyalty. The number of questions was available to continue analysis people, the number of registration administration personnel and cashiers is enough, the attitude of the nurse looks good, neat, polite, friendly and skilled, nurses provide good and reliable service and provide clear information, the attitude of the doctor in providing good and friendly service, the attitude of laboratory officers looks good, neat, polite and friendly. The number of laboratory personnel is enough, and the attitude of the radiology officer looks good, neat, polite and friendly. Radiology officers provide information well and clearly.
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Published
2023-09-22
How to Cite
RR Sonya Dewi Wulandari, Ali Khatibi, Jacquline Tham, S. M. Ferdous Azam, & Cicilia Windiyaningish. (2023). Marketing Mix Strategy to Increase Outpatient Loyalty at the Hajj Hospital Jakarta Indonesia. Central Asian Journal of Medical and Natural Science, 4(5), 204-221. Retrieved from https://cajmns.centralasianstudies.org/index.php/CAJMNS/article/view/1807
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