Pengaruh Kualitas Pelayanan terhadap Loyalitas Pasien dengan Kepuasan Pasien sebagai Variabel Intervening di UPTD Puskesmas Karangasem II Kabupaten Karangasem

Abstract

The aim of this research is to determine the influence of service quality on patient loyalty by using patient satisfaction as an intervening variable at the UPTD Puskesmas Karangasem II. The population in this study were all outpatients at the UPTD Puskesmas Karangasem II in 2021, totalling 10,068 patients. With a total sample of 99 respondents who were determined using the purposive sampling method. Data collection was carried out through observation, interviews, documentation, literature study, questionnaires. The data analysis technique used in this research is the path analysis technique. Based on the research results, it can be seen that: Service Quality has a positive and significant effect on patient satisfaction. Service quality has a positive and significant effect on patient loyalty. Satisfaction has a positive and significant effect on patient loyalty. Service quality has an indirect effect on loyalty through patient satisfaction. Seeing the results of this research, UPTD Puskesmas Karangasem II must further improve the quality of its health services so that patient satisfaction will increase and they will recommend UPTD Puskesmas Karangasem II as the location of the first level health facility.