PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PASIEN DI PUSKESMAS PLERET BANTUL

Dwi Widiyaningsih; Halimah Raharusun

doi:10.56606/albama.v16i2.139

Dwi Widiyaningsih Sekolah Tinggi Ilmu Kesehatan Surya Global Yogyakarta
Halimah Raharusun Sekolah Tinggi Ilmu Kesehatan Surya Global Yogyakarta

DOI: https://doi.org/10.56606/albama.v16i2.139

Abstract

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 𝑓ℎ𝑖𝑡𝑢𝑛𝑔 > 𝑓𝑡𝑎𝑏𝑒𝑙 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.

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