Abstract: Hospitals are expected to provide health services that have optimal standards. It is an accountability effort for each hospital to be able to compete with other hospitals in order to get an attitude of consumer loyalty. Factors that often disrupt the performance of the hospital are related to service waiting time. Delays in handling are important issues in service delivery. Recently, many studies have produced negative effects on the impact of longer waiting times on customer satisfaction and loyalty. This will influence the quality of service. With disruption of customer satisfaction can lead to reduced attitudes of patient loyalty. Creating loyal customers is an important strategy rather than just satisfying and satisfying patients.

Keywords: Waiting Time, Service Quality, Patient Loyalty

PDF | DOI: 10.17148/IARJSET.2018.51013

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