SALSABILA, ANANDA SANDI (2025) HUBUNGAN KEPUASAN LAYANAN DENGAN LOYALITAS PASIEN DI PUSKESMAS KEDAWUNG KABUPATEN CIREBON TAHUN 2025. Diploma thesis, POLITEKNIK KESEHATAN TASIKMALAYA.
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Abstract
Background: The provision of health services by health care facilities must prioritize the best and optimal services to increase customer satisfaction, thus fostering loyalty. Preliminary interviews with old patients with the general payment method (karcis) were satisfied with the services at the Kedawung Health Center because the services were complete, comfortable and the costs were fairly cheap. However, if the aspects of comfort, speed, and personal approach are not improved, there is a potential for patients to switch to clinics or independent doctor practices that are felt to be more individually responsive.. Research Methods: Analytic quantitative research with a cross-sectional approach. This study has a general patient population with a sample size of 90 people. The sampling technique was purposive sampling and chi-square statistical test. This research analysis is univariate and bivariate analysis. Research Results: In service satisfaction, 48 respondents (53.3%) rated themselves as satisfied. Patient loyalty as many as 45 respondents (50%) rated loyal. The results of the chi-square test between service satisfaction and patient loyalty show a significant relationship with a p-value = 0.000 (less than α = 0.05), then H0 = rejected. This shows that there is a relationship between service satisfaction and patient loyalty at the Kedawung Health Center, Cirebon Regency in 2025. Conclusion: There is a relationship between service satisfaction and patient loyalty at the Kedawung Health Center, Cirebon Regency in 2025. Suggestion: Researchers suggest continuing to improve service quality, especially in aspects that are still felt to be lacking by patients. in the facilities and environmental factors are expected to improve the cleanliness and comfort of the Puskesmas. On the service procedure factor needs to be considered to facilitate appointments (registration). In the administrative staff factor, it is noted to increase the speed and responsiveness in answering patient questions and requests. This improvement is important to maintain and increase patient loyalty which is currently still divided equally between loyal and disloyal. Keywords: Satisfaction, Service Quality, Loyalty. Bibliography: 49
| Item Type: | Thesis (Diploma) | ||||||||
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| Uncontrolled Keywords: | Kepuasan,Kualitas Pelayanan,Loyalitas. ktirmik2025,rmikcrb | ||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) L Education > L Education (General) R Medicine > R Medicine (General) |
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| Divisions: | Jurusan RMIK > D3 Rekam Medis & Informasi Kesehatan | ||||||||
| Depositing User: | CRBR Ananda Sandi Salsabila | ||||||||
| Date Deposited: | 08 Jul 2025 02:40 | ||||||||
| Last Modified: | 08 Jul 2025 04:28 | ||||||||
| URI: | http://repo.poltekkestasikmalaya.ac.id/id/eprint/6043 |
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