Main Article Content


Caring behavior is an absolute thing that nurses must do to patients. The objective of this study were to determine the effectiveness of caring caring behaviors towards hospital inpatient loyalty. This study used a qualitative method of cross-sectional approach with a total sample of 100 people taken through random sampling. The results showed that nurses caring behavior significantly related to patient satisfaction (p value 0,000, OR = 11,769). Patient satisfaction was also significantly related to patient loyalty (p value 0,000, OR = 6,328). Caring behavior was significantly related to patient loyalty (p value 000, OR = 9,913). The dominant nurse caring behavioral dimensions are: helping meet patient needs according to the ability and disability of the patient (for example: eating, drinking, defecating, urinating, changing clothes and others) with a beta coefficient value (OR = 3.114). Nurses who work in services should optimize the fulfillment of basic needs to increase patient loyalty.


Keywords: caring behavior, patient loyalty, service quality, patient satisfaction, hospital sustainability

Article Details

How to Cite
Saragih, E., & Utami, R. (2020). Efektifitas Model "PC-JeWa" Perawat terhadap Loyalitas Pasien Rawat Inap. Jurnal Kesehatan Holistic, 4(1), 12-26.


  1. Andria Devi dan Wisnu Untoro, B. (2019). Kepuasan pelanggan memediasi pengaruh kualitas proses, kualitas infrastruktur dan kualitas interaksi terhadap loyalitas pelanggan. Jurnal Ilmiah Manajemen, 9(1).
  2. Aupia, A., Lee, T.-T., Liu, C.-Y., Wu, S.-F. V., & Mills, M. E. (2018). Caring behavior perceived by nurses, patients and nursing students in Indonesia. Journal of Professional Nursing, 34(4), 314–319.
  3. Bologlu. (2002). No TitleDimension of Customer Loyalty, Cornell Hotel and Restaurant Administration Quarterly.
  4. Dachyar, M., Farizal, & Minar, I. P. (2018). Patients’ Loyalty Improvement in Public Hospital. In MATEC Web of Conferences (Vol. 248). EDP Sciences.
  5. Darmawan. (2015). No TitleHubungan perilaku caring perawat terhadap tingkat kepuasan pasien rawat inap di RSUD Klungkung. Retrieved from caring-perawat-terhadap-kepuasanpasien-rawat-inap.pdf
  6. E. Sitayani, J., Hamzah, A., & Yusran Amir, M. (2014). Hubungan kepuasan dengan loyalitas pasien rawat inap rumah sakit inap rumah sakit umum daerah kabupaten Pangkep. Retrieved from
  7. Griffin. (2003). Customer Loyalty. Jakarta: Erlangga.
  8. Hajikhani, S., Tabibi, S. J., & Riahi, L. (2015). The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals. Global Journal of Health Science, 8(3), 65–71.
  9. Juliani, E. (2017). Pengaruh beban kerja dengan pelaksanaan perilaku caring perawat pelaksana menurut persepsi pasien di RS Husada Jakarta. Jurnal Kesehatan Holistic, 1, 31–44.
  10. Manurung, S. (2013). No TitlePersepsi Pasien Terhadap Perilaku Caring Perawat di Ruang Rawat Inap Rumah Sakit. Retrieved from
  11. Ng, J. H. Y., & Luk, B. H. K. (2019). Patient satisfaction: Concept analysis in the healthcare context. Patient Education and Counseling, 102(4), 790–796.
  12. P, K. (2012). Manajemen Pemasaran, Analisis, Perencanaan dan Pengendalian. (A. A. Hermawan, Ed.) (9th ed.). Jakarta: Prehallindo.
  13. Q-X Yang and J Chen. (2018). Patient’s trust in physician and its influence on patient’s loyalty to hospitals in Guangzhou, China: a cross sectional study. The Lancet, 392, S16.
  14. Ribka P. Wulur, Ardiansa A.T. Tucunan, F. R. R. M. (2019). Hubungan antara komunikasi dokter pasien dengan kepuasan pasien rawat inap di rumah sakit Bhayangkara tingkat III Manado. Kesmas, vol 8 no. Retrieved from
  15. Suweko, H., & Warsito, B. E. (2019). Hubungan perilaku caring perawat dengan kepuasan pasien diruang rawat inap : Litertur review. Jurnal Ilmu Keperawatan Dan Kebidanan, 10(1), 243.
  16. Wei, H., & Watson, J. (2019). Healthcare interprofessional team members’ perspectives on human caring: A directed content analysis study. International Journal of Nursing Sciences, 6(1), 17–23.
  17. Wolter, J. S., Bock, D., Smith, J. S., & Cronin, J. J. (2017). Creating Ultimate Customer Loyalty Through Loyalty Conviction and Customer-Company Identification. Journal of Retailing, 93(4), 458–476.