Analysis of Service Quality and Perception to the Loyalty and Interest of General Patients Revisit in Public Health Center Kalianget Sumenep District

Abstract

A person's interest in services is related to the ability of the service provider to provide care. Public interest in utilizing outpatient services is influenced by several factors, including the patient's perception of the quality of outpatient services at the Puskesmas. The purpose of this study was to analyze the effect of service quality and perceptions on loyalty and interest in repeat visits of general patients at the Kalianget Public Health Center, Sumenep Regency. The design of this research is an observational quantitative study with a cross sectional approach with the focus of the research directed at analyzing the effect of service quality and perceptions on loyalty and interest in repeat visits of general patients at the Kalianget Public Health Center, Sumenep Regency. The total population is 191 respondents and the sample is 132respondents were taken using Simple Random Sampling technique. In the study, it was found that almost half of the respondents had sufficient service quality as many as 59 respondents (45%). Almost half of the respondents have a sufficient category perception as many as 57 respondents (43%). Almost half of the respondents have loyalty in the moderate category as many as 61 respondents (46%). Almost half of the respondents have an interest in the medium category as many as 58 respondents (44%). Based on the results of the Path Analysis analysis, it shows that the p-value <0.05 then H0 is rejected and H1 is accepted so it is concluded that there is a direct effectservice quality and perceptions of loyalty and interest in general patient repeat visitsat the Kalianget Health Center, Sumenep Regency. It is expected that general outpatients can provide constructive input and criticism so that the services provided can be as expected. Patients can also contribute to efforts to improve quality services, which pay attention to and focus on the interests of community members.