Pengaruh Pelayanan Prima yang Diberikan oleh Petugas Kesehatan terhadap Loyalitas Pasien di Puskesmas Sawah Besar pada Tahun 2026

Kasmira Elsida Lada; Ellynia Ellynia; Ratu Chairunnisa

doi:10.62027/vitamedica.v4i4.993

Authors

Kasmira Elsida Lada Sekolah Tinggi Ilmu Kesehatan RS Husada
Ellynia Ellynia Sekolah Tinggi Ilmu Kesehatan RS Husada
Ratu Chairunnisa Sekolah Tinggi Ilmu Kesehatan RS Husada

DOI:

https://doi.org/10.62027/vitamedica.v4i4.993

Keywords:

Community Health Center, Excellent Service, Health Workers, Patient Loyalty, Service Quality

Abstract

Excellent service is an important aspect of providing quality health services and maintaining patient loyalty at health-care facilities. Good service can provide patients with a positive experience and encourage them to reuse health-care services. This study aimed to determine the effect of excellent service provided by health workers on patient loyalty at Sawah Besar Community Health Center in 2026. This study used a quantitative analytic observational design with a cross-sectional approach. The sample consisted of 97 respondents selected using purposive sampling. Data were collected using a Likert-scale questionnaire and analyzed using univariate and bivariate analyses with Spearman’s Rank correlation test at a significance level of 0.05. The results showed that the ability of health workers was categorized as good by 77.3% of respondents, attitude by 71.1%, appearance by 77.3%, attention by 78.4%, action by 40.2%, and accountability by 75.3%. Patient loyalty was categorized as good by 73.2% of respondents. The Spearman Rank test showed that ability had a positive and significant effect on patient loyalty (rₛ = 0.673; p < 0.001), attitude (rₛ = 0.539; p < 0.001), attention (rₛ = 0.530; p < 0.001), action (rₛ = 0.354; p < 0.001), and accountability (rₛ = 0.516; p < 0.001). Meanwhile, appearance did not have a significant effect on patient loyalty (rₛ = 0.172; p = 0.091). The study concludes that ability, attitude, attention, action, and accountability have positive and significant effects on patient loyalty, while appearance does not have a significant effect on patient loyalty. Ability was the excellent service dimension with the strongest correlation value with patient loyalty. Sawah Besar Community Health Center is expected to maintain the service aspects that have been well perceived and improve the quality of health workers’ actions in meeting patients’ needs.

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