Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Pasien Hemodialisa di Rumah Sakit Mitra Medika Amplas Medan

Abstract

Hemodialysis is a vital medical procedure for patients with kidney failure, requiring high-quality services in hospitals. Increasing satisfaction and loyalty among hemodialysis patients serves as an indicator of effective service quality. Patient satisfaction is reflected in their level of contentment with the hemodialysis procedure, including their feelings towards the comfort, safety, and quality of care received. Meanwhile, patient loyalty indicates the degree of attachment patients have to the hemodialysis services at a particular hospital, seen from their willingness to continue using the services and recommend them to others. This study aims to explain the influence of service quality on patient satisfaction and loyalty in the Hemodialysis Unit at Mitra Medika Amplas Hospital, Medan. The study employs a quantitative descriptive method with a cross-sectional design and purposive sampling method for sample collection. The results of the study show a small relationship (r = 0.307) between service quality and patient satisfaction (p value = 0.001), and a small relationship (r = 0.328) between service quality and patient loyalty (p value = 0.001). This indicates that directly, the service quality variable has a significant relationship with patient satisfaction and loyalty. Therefore, it is hoped that the hospital will continually improve service quality, especially in the hemodialysis unit, and conduct evaluations and monitoring of the facilities and infrastructure at Mitra Medika Amplas Hospital, Medan.