HUBUNGAN MUTU PELAYANAN DENGAN LOYALITAS PASIEN DI PUSKESMAS JETIS KABUPATEN MOJOKERTO

Abstract

Limiting the number of patients every day resulted in patients suspected of seeking treatment at other health care facilities, resulting in a decrease in the number of patients. Quality of service is one of the capital to get more patients and to get loyal patients. This study aimed to determine the relationship between service quality and patient loyalty at the Jetis Public Health Center, Mojokerto Regency. This research design used correlation analytic with cross sectional approach. The population in this study were all general patients at the Jetis Public Health Center, Mojokerto Regency in June 2021 as many as 113 people. The sample in this study was 21 people. The research instrument used a questionnaire in the form of a questionnaire. Data analysis used Spearman Rho. The results suggested that most of the respondents rated the service quality as good, namely 20 people (60.6%), and almost all of them were loyal to the Jetis Health Center, namely 27 people (81.8%). The results of the Spearman Rho test suggested that pvalue= 0.372> α=0.05 with coefficient correlation 0.205, which meant that there was no relationship between service quality and patient loyalty at the Jetis Public Health Center, Mojokerto Regency. Good quality of service makes patients will give a good reputation for health care facilities, and are willing to recommend to others because they feel that respondents have received very decent service so that they will seek treatment again if they are sick.