The Impact Of Service Quality And Patient Satisfaction On Patient Loyalty In Outpatient Installations In Rsud Kaur Bengkulu In 2024

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Hospitals in Indonesia are currently making various efforts to grow and maintain customer loyalty by improving service quality and customer satisfaction. This research aims to determine the impact of service quality using a business process and internal Balanced Scorecard perspective and patient satisfaction on patient loyalty in the outpatient installation at Kaur Hospital Bengkulu in 2024. This research uses mixed-method research using Convergent Mixed Methods Design, which was carried out from January to July 2024. The results of the univariate test analysis showed that almost all respondents stated that the quality of service was good, almost all respondents stated that the waiting time for outpatient care, doctors providing services, service availability and service opening hours were up to standard. The majority of respondents stated that they were satisfied with the service, almost all respondents stated that they were satisfied with the type of service available at the hospital, almost all respondents stated that the service was easy, almost all respondents stated that the service time was fast, almost all respondents stated that the costs or rates were according to standard/reasonable , almost all respondents stated that they were satisfied with the service product, almost all respondents stated that the competence was competent, almost all respondents stated that they were satisfied with the behavior of the officers, almost all respondents stated that they were satisfied with the available infrastructure, and almost all respondents stated that the handling of complaints was good. The bivariate test results showed that the type of service, ease of service, service time, costs or rates, service products, competence, staff behavior and infrastructure had an impact on patient loyalty. Multivariate test results showed that service time had the most dominant impact on patient loyalty in the Outpatient Installation at Kaur Regional Hospital, Bengkulu. The informant mapping model based on the Net Promoter Score (NPS) found that almost all customers were in the Promoter customer category.Researchers suggest that Kaur Bengkulu Regional Hospital can improve the quality of service and patient satisfaction for patients in the Outpatient Installation thereby increasing patient loyalty.

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