THE INFLUENCE OF SUPPORTING FACILITIES, THE QUALITY OF HEALTH CENTER SERVICES, AND THE MEDICAL PERSONNEL COMPETENCYON PATIENT LOYALTY WITH SATISFACTION AS AN INTERVENING
DOI:
https://doi.org/10.36085/jam-ekis.v9i1.9395Abstrak
Pelayanan kesehatan yang bermutu menjadi faktor utama dalam meningkatkan kepuasan dan loyalitas pasien, terutama pada fasilitas kesehatan primer seperti puskesmas. Namun demikian, masih banyak tantangan terkait dengan fasilitas penunjang, mutu pelayanan, dan kompetensi tenaga medis yang perlu dioptimalkan untuk memenuhi harapan pasien. Penelitian ini bertujuan untuk menganalisis pengaruh fasilitas penunjang, mutu pelayanan, dan kompetensi tenaga medis terhadap loyalitas pasien, baik secara langsung maupun melalui kepuasan pasien sebagai variabel mediasi. Data penelitian dikumpulkan dari responden pasien yang memanfaatkan pelayanan di Puskesmas Kabupaten Jember dengan menggunakan metode survei dan dianalisis menggunakan model analisis Structural Equation Modeling (SEM) dengan bantuan software WarpPLS). Hasil penelitian menunjukkan bahwa fasilitas penunjang, mutu pelayanan, dan kompetensi tenaga medis memiliki pengaruh positif dan signifikan terhadap loyalitas pasien secara langsung. Selain itu, ketiga variabel tersebut juga memiliki pengaruh positif dan signifikan terhadap kepuasan pasien, yang kemudian memediasi pengaruhnya terhadap loyalitas pasien. Temuan ini menegaskan pentingnya peningkatan fasilitas yang nyaman, layanan berkualitas, dan kompetensi tenaga medis profesional untuk meningkatkan kepuasan dan loyalitas pasien di layanan kesehatan primer. Penelitian ini diharapkan dapat menjadi referensi bagi manajemen Puskesmas dalam mengembangkan strategi untuk meningkatkan kualitas layanan dan mempertahankan loyalitas pasien.
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