ANALISIS HUBUNGAN PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN DENGAN LOYALITAS BEROBAT RAWAT JALAN DI PUSKESMAS SEI APUNG

Abstract

Patients are more likely to be loyal clients who return to the Puskesmas for future medical care if they are satisfied with the high quality of care they receive there. This study set out to examine the 2020 Sei Apung Public Health Center outpatients' loyalty to the facility in connection to their public impressions of service quality. The location of the facility was chosen to be in Asahan Regency.One hundred individuals lived in the vicinity of the Sei Apung Health Center during the course of this quantitative cross-sectional study. This study used multiple logistic regression for multivariate analysis in addition to univariate and bivariate analyses with a chi-square test and a 95% confidence level.Outpatient loyalty was found to be related to the following factors: responsiveness (RP 1.293, 95% CI 1.02–1.63), assurance (RP 1.299, 95% CI 1.06–1.58), and emphaty (RP 1.381, 95% CI 1.10–1.72) in the community's perceptions. However, no relationship was found between community perceptions of the Tangible and Reliability factors and outpatient loyalty. To determine the Exp value, the most relevant aspect is the assurance factor, which stands as a guarantee. The total amount was 42,635. If the Puskesmas at Sei Apung Puskesmas in Asahan Regency want to see an uptick in patient loyalty and the use of their outpatient services, they should focus on being responsive when serving patients, assuring them of the quality of those services, and showing empathy when dealing with their needs.