The Effect Of Service Quality on Patient Slatisfaction and Loyalty in Puskemas Using Structural Equation Modeling (SEM) Methods
Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Pasien di Puskemas dengan Menggunakan Metode Structural Equation Modeling (SEM)
DOI:
https://doi.org/10.21070/ups.2997Keywords:
Service Quality, Patient Satisfaction, Loyalty, Structural Equation Modeling, Health CenterAbstract
This study delves into the competitive landscape of health centers and clinics, recognizing the imperative for proactive measures to ensure survival and growth. By comprehending consumer perspectives and aligning services accordingly, the health center can bolster its standing. Addressing issues arising from patient complaints, particularly concerning prolonged queue times, is paramount. The study's objective is to identify key factors influencing service quality, subsequently impacting patient satisfaction and loyalty. Employing a quantitative approach with 108 purposively sampled respondents, utilizing questionnaires as the primary data collection tool, Structural Equation Modeling (SEM) is applied for causal relationship analysis. Results highlight that reliability indicators, specifically doctor-patient interactions, wield the most significant influence (0.732) on patient satisfaction and loyalty. Conversely, the lowest-ranking indicator is physical evidence (0.184), encompassing organized and clean queue counters. Recommendations entail enhancing the reliability of doctor's actions while focusing on refining physical evidence elements.
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