HUBUNGAN KUALITAS PELAYANAN DAN KEPUASAN DENGAN LOYALITAS PASIEN RAWAT JALAN DI RSIA TIARA FATRIN PALEMBANG

Authors

  • Arief Fardiansyah Program Studi S1 Kesehatan Masyarakat, Sekolah Tinggi Ilmu Kesehatan Majapahit
  • Dwi Helynarti Syurandhari Program Studi S1 Kesehatan Masyarakat, Sekolah Tinggi Ilmu Kesehatan Majapahit
  • Restu Handayani Program Studi S1 Kesehatan Masyarakat, Sekolah Tinggi Ilmu Kesehatan Majapahit

DOI:

https://doi.org/10.35328/kesmas.v11i2.2316

Keywords:

Quality, Service, Satisfaction, Loyalty, Patients

Abstract

Various efforts made by hospitals to provide the best service to patients are expected to increase patient satisfaction and strengthen patient loyalty to return to the same hospital if they experience health problems. This study aims to determine the relationship between service quality and satisfaction with the loyalty of outpatients at RSIA Tiara Fatrin Palembang. The research design is correlational analytic with a cross-sectional approach. The population was 96 respondents, sampling as many as 52 respondents using purposive sampling techniques. The measuring instrument used is a questionnaire, and the results are processed through the stages of editing, coding, scoring, tabulating, and testing using the Spearman Rho test. The results of the study found that of 52 respondents, almost half stated that the quality of service was good and loyal patients 22 respondents (42.3%), almost half stated respondents expressed satisfaction and loyalty, namely 25 respondents (48.1%).   There is a relationship between service quality with patient loyalty with a probability value / Asym.sig of 0.001 which is < α (0.05  ) and there is a relationship between patient satisfaction with patient loyalty with probability values / Asym.sig of 0.000 and < α (0.05). There is a relationship between service quality and patient loyalty at RSIA Tiara Fatrin Palembang in 2022 and there is a relationship between patient satisfaction and patient loyalty at RSIA Tiara Fatrin Palembang in 2022. Excellent service in hospitals must be carried out by paying attention to internal and external factors, with the hope of the emergence of satisfaction, trust, and loyalty of patients to visit again.

Keywords: Quality; Service; Satisfaction; Loyalty; Patients

References

Utami, Natalia Retno Budi. Pengaruh Kualitas Layanan Pasien Rawat Inap Terhadap Loyalitas Di Rumah Sakit Sekar Kamulyan Dengan Kepuasan Sebagai Variabel Mediasi. Jurnal Ekonomi, Bisnis, dan Akuntansi (JEBA). 2019; 21(01).

Heri, Helwen, Misniari. Analisis Pengaruh Kualitas Pelayanan dan Persepsi terhadap Kepuasan dalam Membangun Loyalitas (Studi pada Pasien Rawat Jalan Umum di Rumah Sakit Umum Daerah Arifin Achmad Kota Pekanbaru). JMBT (Jurnal Manajemen Dan Bisnis Terapan). 2019; x(x):53-67.

Aziz, Abdul Ar. Bajamal, Supriyantoro, Rina Anindita. Pengaruh Kualitas Pelayanan Dan Kepuasan Pasien Terhadap Loyalitas Pasien Rawat Jalan Pada Industri Jasa Rumah Sakit. Journal of Hospital Management. (Maret 2020); 3(1). ISSN (Print) : 2615-8337.

Jayadipraja, Ertika Sekar Ningrum, Junaid, Wa Ode Sitti Nurzalmariah. Hubungan Kualitas Pelayanan Terhadap Loyalitas Pasien Rawat Inap Umum Di Rumah Sakit Umum Daerah Kota Kendari Tahun 2019. Indonesian Journal Of Healath and Medical. (April 2021); 1(2) E-ISSN: 2774-5244.

Herlambang, Susatyo. Manajemen Pelayanan Kesehatan Rumah Sakit. Yogyakarta: Gosyen Publishing. (2016).

Arifin, Syamsul., dkk. Hubungan Usia, Tingkat Pendidikan, Fasilitas Kesehatan Dengan Kepuasan Pasien di Puskesmas Muara Laung. Jurnal Publikasi Kesehatan Masyarakat Indonesia. (2020); 6(1).

Sihaloho, Nike Silprihatin Roma Uli., Irna Herlina. Hubungan Jenis Kelamin, Tingkat Pendidikan Dengan Tingkat Kepuasan Pasien di Ruang Rawat Inap Rumah Sakit Mitra Keluarga. Jurnal Ilmu Keperawatan Indonesia. (2017); 7(2).

Kotler, Philip T. & Keller, Kevin Lane. Marketing Management (Global Edition). 15th Edition. London: Pearson Education. (2016).

Adiyatma, Alif. Engkur. Pengaruh Nilai Pelanggan, Kualitas Pelayanan, Dan Kepuasan Pelanggan Terhadap Loyalitas (Studi Kasus pada Pasien RSU. Persahabatan). Jurnal Sekolah Tinggi Ilmu Ekonomi Indonesia. (2020)

Wulaisfan, Randa, Yulianti Fauziah. Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien Dengan Kepuasan Pasien Sebagai Mediasi Pasien Rawat Inap Di RSU Dewi Sartika Kendari. Window of Health : Jurnal Kesehatan. (April, 2019); 2(2). E-ISSN 2614-5375.

Downloads

Published

2022-12-31

How to Cite

Fardiansyah , A., Helynarti Syurandhari , D., & Handayani , R. (2022). HUBUNGAN KUALITAS PELAYANAN DAN KEPUASAN DENGAN LOYALITAS PASIEN RAWAT JALAN DI RSIA TIARA FATRIN PALEMBANG. Al-Tamimi Kesmas: Jurnal Ilmu Kesehatan Masyarakat (Journal of Public Health Sciences), 11(2), 152–158. https://doi.org/10.35328/kesmas.v11i2.2316