HUBUNGAN KUALITAS LAYANAN KESEHATAN TERHADAP LOYALITAS PASIEN RAWAT JALAN PENYAKIT JANTUNG DENGAN KEPUASAN PASIEN SEBAGAI VARIABEL INTERVENING DI RSUD SITI FATIMAH AZ-ZAHRA PROVINSI SUMATERA SELATAN

PUTRI, ELVIRA NADYA and Syakurah, Rizma Adlia (2023) HUBUNGAN KUALITAS LAYANAN KESEHATAN TERHADAP LOYALITAS PASIEN RAWAT JALAN PENYAKIT JANTUNG DENGAN KEPUASAN PASIEN SEBAGAI VARIABEL INTERVENING DI RSUD SITI FATIMAH AZ-ZAHRA PROVINSI SUMATERA SELATAN. Undergraduate thesis, Sriwijaya University.

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Abstract

The shift in disease burden from Communicable Diseases (PM) to Non-Communicable Diseases (PTM) has occurred in the last three decades. Cardiovascular disease is the second level with the number of deaths from non-communicable diseases reaching 17.8 million (31%) deaths every year of the world's mortality rate. In Indonesia, the highest mortality from NCDs is caused by heart disease which reaches 1.5% of people of reproductive age. Efforts to control heart disease can be done with regular treatment at the hospital. However, there are still many people who seek treatment abroad due to a crisis of trust and satisfaction with the quality of services provided by hospitals, especially at government hospitals, so this affects patient loyalty to treatment at the hospital. The purpose of this study was to determine the relationship between service quality and loyalty mediated by patient satisfaction at Siti Fatimah Az-Zahra Hospital, South Sumatra Province. The object of this study was patients/families of heart disease patients who had outpatient treatment at least 2 visits with a sample of 101 heart patients by non-probability sampling. The survey research approach used a cross-sectional method which was analyzed using a purposive sampling technique. Data analysis using Chi-Square and Path Analysis. The results showed that there was a significant relationship between service quality and satisfaction (p-value = 0.026), patient satisfaction, and patient loyalty (p-value = 0.012), and there was a mediating effect of satisfaction on service quality on patient loyalty (t count = 2.734). There is no significant relationship between service quality and loyalty (p-value = 0.424). The study concludes that the quality of service to the loyalty of outpatients with heart disease has a relationship mediated by satisfaction. From this research, it is hoped that the hospital can maintain the quality of services provided so that patients always feel satisfied and become loyal.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Layanan, Kepuasan, Loyalitas Pasien, Penyakit Jantung
Subjects:	R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine R Medicine > RA Public aspects of medicine > RA1-418.5 Medicine and the state R Medicine > RA Public aspects of medicine > RA643-645 Disease (Communicable and noninfectious) and public health
Divisions:	10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User:	nona Elvira Nadya Putri
Date Deposited:	08 Sep 2023 04:12
Last Modified:	08 Sep 2023 04:12
URI:	http://repository.unsri.ac.id/id/eprint/128391

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