STUDI PENGARUH MUTU PELAYANAN INSTALASI FARMASI TERHADAP LOYALITAS PASIEN RSUD DR. MOHAMAD SOEWANDHIE SURABAYA

Dian Viciennsia Sigalingging
The quality of health services is important in health service organizations, increasing
public awareness about health and health services encourages every health service
organization to be aware of quality in providing services to service users of health
service organizations. Measuring service quality there are 5 main dimensions that
determine the quality of a service, that is reliability, responsiveness, assurance,
empathy, and tangible. Services that can create satisfaction for patients are services that
consist of elements of employee behavior, both polite, friendly, and respectful of their
patients, good hospital conditions, adequate facilities and facilities. Patient loyalty is a
patient's decision or commitment to re-use in the future after using a health service and
the patient is willing to refer or recommend the services he has felt to others. Factors
that can affect loyalty are price, quality, comfort, service. This study aims to determine
the quality of health services in pharmacy installations and patient loyalty in RSUD Dr.
Mohamad Soewandhie and the relationship between service quality and patient loyalty.
The technique used in observation. Service quality is measured using 5 dimensions and
analyzed by likert scale and percentage. The test used is the chi square test to see the
relationship between service quality and patient loyalty. The results showed that the
service quality of the pharmacy installation was good at 53.3% while the stated service
quality at the pharmacy installation was not good at 46.7%. Patient loyalty is 65.33%,
while those who state less loyal are 34.67%. The Asymp Sig value <0.05, it can be
concluded that there is an influence between the quality of pharmacy installation
services and patient loyalty.
Keywords: service quality, loyalty, relationship between service quality and loyalty