PENGARUH PENANGANAN KOMPLAIN PELAYANAN KESEHATAN DAN KEPUASAN TERHADAP LOYALITAS PASIEN DI KLINIK PRATAMA BIDDOKKES A YANI POLDA JATIM

PARWATI, NI MADE (2025) PENGARUH PENANGANAN KOMPLAIN PELAYANAN KESEHATAN DAN KEPUASAN TERHADAP LOYALITAS PASIEN DI KLINIK PRATAMA BIDDOKKES A YANI POLDA JATIM. Masters thesis, STIKES MAJAPAHIT.

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Abstract

ABSTRACT Patient loyalty is one of the output indicators of health service quality that has a close correlation with the number of visits. Many factors affect patient loyalty including complaint handling management. This study aims to analyze the effect of handling health service complaints on satisfaction and loyalty of Primary Clinic Patients Biddokkes A Yani Polda Jatim. This study used a crossectional design with a population of clinic patients in the last 1 month who met the inclusion criteria including having made a complaint, having been a patient at least 2 times, being over 16 years old and able to communicate well. A sample of 119 people was taken using simple random sampling technique. Complaint handling variables, patient satisfaction and loyalty were measured using a questionnaire with interview techniques, then analyzed using the Logistic Regression Test, The results showed that most patients stated that handling complaints at the clinic was in the good category, namely 65 people (54.6%), had satisfaction at the satisfied level, namely 71 people (59.7%) and were loyal to health services at the clinic, namely 75 people (63%). The results of the Logistic Regression test showed that there was an effect of complaint handling on patient loyalty (p value = 0.000, Nagelkerke R2 = 16,0%, OR = 4,554). In addition, there is an effect of satisfaction on patient loyalty (p value = 0.000, Nagelkerke R2 = 63.4%, OR = 57.2). Handling complaints can fulfill patients' unmet expectations, and can create feelings of comfort and appreciation in patients. This can increase satisfaction and ultimately encourage patients to use the same service again when facing health problems. Therefore, the clinic should develop effective and efficient complaint handling management and improve the ability of officers to be able to provide professional services in providing patient rights. This can improve the quality of service and the number of patient visits. Keywords: complaint, satisfaction, loyalty, management, clinic.

Item Type:	Thesis (Masters)
Subjects:	R Medicine > RT Nursing
Divisions:	Faculty of Medicine, Health and Life Sciences > School of Medicine
Depositing User:	Unnamed user with email libstikesmajapahit@gmail.com
Date Deposited:	03 Dec 2025 06:40
Last Modified:	03 Dec 2025 06:40
URI:	http://repo.stikesmajapahit.ac.id/id/eprint/976

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