PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PASIEN DI PUSKESMAS PLERET BANTUL
DOI:
https://doi.org/10.56606/albama.v16i2.139Keywords:
SERVICE QUALITY, CUSTOMER SATISFACTIONAbstract
Service quality has a close relationship with customer satisfaction. Thus, health centers are expected to maintain patient satisfaction by further maximizing and optimizing service quality so as to reduce the emergence of patient trust problems. Because, satisfaction is an important factor in knowing how patients are loyal to the health center or not. This study is a quantitative descriptive study using a cross sectional design. The location of this research was at the Pleret Health Center. The population in this study was 9,073. Sampling was done by accidental sampling method. The sample size was determined by the slovin formula and got a total sample of 99 respondents. Data were collected using questionnaires and analyzed using univariate, bivariate and multivariate analysis. The results of this study indicate that the percentage contribution of the influence of the independent variables, namely Service Quality and Customer Satisfaction on the dependent variable, is 59.8%. Furthermore, based on simultaneous hypothesis testing (F test), the results obtained are simultaneously the variables of Service Quality and Customer Satisfaction on Patient Loyalty at the Pleret Health Center with the results ð‘“â„Žð‘–ð‘¡ð‘¢ð‘›ð‘” > ð‘“ð‘¡ð‘Žð‘ð‘’ð‘™ 53.984 > 3.940. Partially (t test) Service Quality has a positive and significant effect with a significance result of 0.043 <0.05, Customer Satisfaction has a positive and significant effect with a significance result of 0.000 <0.05.
Downloads
References
Joke Ratna Christina, Apriana H. J. Fanggidae, S. (2022). Pengaruh Kualitas Layanan Publik Terhadap Kepuasan Dalam Rangka Meningkatkan Loyalitas Pelanggan Pada Puskesmas Weekarou Kabupaten Sumba Barat. Jurnal Ilmiah Indonesia, 7(5), 6731–6749.
Kementrian Kesehatan RI. (2019). Peraturan Menteri Kesehatan Republik Indonesia Nomor 43 Tahun 2019 Tentang Pusat Kesehatan Masyarakat. Indonesia. Diambil dari https://peraturan.bpk.go.id/Download/129900/ Permenkes Nomor 43 Tahun 2019.pdf
Kementrian Kesehatan RI. (2022). Peraturan Menteri Kesehatan Republik Indonesia Nomor 30 Tahun 2022 Tentang Indikator Nasional Mutu Pelayanan Kesehatan Tempat Praktik Mandiri Dokter Dan Dokter Gigi, Klinik, Pusat Kesehatan Masyarakat, Rumah Sakit, Laboratorium Kesehatan, Dan Unit Transfu. Indonesia. Diambil dari https://peraturan.bpk.go.id/Download/ 301570/Permenkes Nomor 30 Tahun 2022.pdf
Lintang, D., & Widiyastuti, T. (2021). Pengaruh Kualitas Pelayanan dan Tingkat Kepuasan terhadap Loyalitas Pasien (Studi Kasus pada Pasien Rawat Jalan di UPT Wonotirto). Jurnal Penataran, 6(1), 93–100.
Mufrizal, M. (2021). Pengaruh Kualitas Pelayanan, Fasilitas, Dan Citra Terhadap Kepuasan Pasien Di Rumah Sakit Umum Daerah Dr. Zubir Mahmud Kabupaten Aceh Timur. Tesis.
Nursalam. (2013). Metodologi Penelitian Ilmu Keperawatan: Pendekatan Praktis. (Edisi 3). Jakarta: Penerbit Salemba Medika.
Pemkab Bantul. (2022). Profil Puskesmas Pleret Tahun 2022. UPTD PUSKESMAS PLERET - Demografi. Diambil dari bantulkab.go.id
Sari, D. P. (2022). Pengaruh Sarana Dan Prasarana, Serta Kualitas Pelayanan Terhadap Kepuasan Pasien Dan Dampaknya Pada Loyalitas Pasien Di UPT Puskesmas Cipamokolan Kota Bandung.
Sugiyono. (2015). Metode Penelitian Pendidikan: Pendekatan Kuantitatif, Kualitatif dan R&D. Bandung: Penerbit Alfabeta.
Sugiyono. (2018). Statistika Untuk Penelitian. Bandung: Penerbit Alfabeta.
.jpg)
