THE EFFECT OF COMPETENCE AND WORK ATTITUDE ON THE PERFORMANCE AND LOYALTY OF PATIENTS LAVALETTE HOSPITAL MALANG

Abstract

The purpose of this study was to determine the effect of competence, work attitude, and performance on patient loyalty at Lavalette Hospital Malang.

The population in this study consisted of patients at Lavalette Hospital Malang, with a sample size of 96 individuals. To test the hypothesis, Partial Least Square (PLS) analysis was used.

The results are as follows: (1) Competence is strongly related to performance and can enhance customer loyalty. High competence can influence performance in such a way that patients feel they receive services that meet their expectations. (2) Work attitude has less of an impact on increasing patient loyalty. This is because patients tend to judge based on the knowledge and experience of the nurses.