The Effect of Private Insurance on Patient Service and Loyalty Facilities at Mitra Medika Premiere Hospital Medan City

Yunita Ramadhani Panjaitan; Tengku Riza Zarzani; Irsyam Risdawati

doi:10.55927/eajmr.v4i9.386

Authors

Yunita Ramadhani Panjaitan Panca Budi University
Tengku Riza Zarzani Panca Budi University
Irsyam Risdawati Panca Budi University

DOI:

https://doi.org/10.55927/eajmr.v4i9.386

Keywords:

Insurance, Loyalty, Service, Hospital

Abstract

This study aims to analyze the influence of private insurance ownership on patient perception regarding service facilities and loyalty to Mitra Medika Premiere Hospital Medan City. The method used was descriptive quantitative with a survey approach using questionnaires to 100 respondents of patients using private insurance who were selected through purposive sampling techniques. The research instrument was tested for validity and reliability before use, and data analysis was carried out by regression and correlation tests. The results showed that 75% of patients who used private insurance expressed satisfaction with hospital facilities and services, and 68% of patients expressed willingness to return to treatment and recommended the hospital to others. The regression test showed that private insurance ownership had a significant effect on the perception of service facilities (p < 0.05), while patient loyalty was influenced both directly by private insurance and indirectly through the service facilities obtained. These findings confirm that hospitals' partnerships with private insurance providers not only improve patient satisfaction, but also have implications for long-term loyalty formation.

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