HUBUNGAN KEPUASAN PASIEN DAN CITRA PUSKESMAS DENGAN LOYALITAS PASIEN (Kajian pada Poli Gigi Puskesmas Mantrijeron Yogyakarta)

• Main Authors: , CHITRA MARVIANI A., , drg. Sri Widiati, MPH
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/122289/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=62390
• Institution: Universitas Gadjah Mada

Health services at community health centers are oriented to patient satisfaction will determine the patient�s perception of the services provided, and will continue the process of image formation of community health centers. Patient loyalty can lead to the desire to use the service again and would gladly recommend the services of the health center to others. Mantrijeron community health center is one of the community health center in the city of Yogyakarta, which has implemented the international standard organization (ISO) since 2005. This study aims to determine the relationship between patients� satisfaction with the image of a community health center patient loyalty. Type of research used in this study is an analytical study with cross-sectional design. Study subjects used in this study were 100 patients in the health center dental poly Mantrijeron the study subjects met the inclusion criteria. Sampling technique in this study using purposive sampling. Variables in this study consisted of patient loyalty, patient satisfaction and the image of community helath centers. Three variables were measured using a questionnaire that was made according to the Likert scale. Data analysis used in this study is the analysis of correlation and multiple linear regression. Regression test results indicate that the variable image of a community health center does not affect the loyalty of patients (p=0,444). Patient satisfaction variables have statistically significant effect on the loyalty of patients (p=0,003 and t=4,125). Influence patient satisfaction contribute to patient loyalty by 14,8% (R 2 =0,148). Conclusions of this study are : 1) There is a significant correlation between patient satisfaction with patient loyalty, that higher patient satisfaction on health services, the higher patient was loyal to Mantrijeron community health center dental poly. 2) There was no significant relationship between the image of community health center patient loyalty.