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Rini Dian Anggraini
Pendidikan Matematika FKIP Universitas Riau
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Journal : Journal of Management and Administration Provision

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The Influence of Service Quality and Facilities of Community Health Centers on the Loyalty of Prolanis Patients Mediated by Patient Satisfaction at the Manis Jaya Community Health Center Anggraini, Rini Dian
Journal of Management and Administration Provision Vol. 5 No. 1 (2025): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v5i1.522

Abstract

This research is rooted in the challenges faced by the Manis Jaya Community Health Center in improving the quality of services and health facilities, particularly in the context of the increasing prevalence of non-communicable diseases (NCDs) in the community. Patient satisfaction is a key factor in creating loyalty, especially for participants in the Chronic Disease Management Program (PROLANIS). This study aims to explore the influence of service quality and facilities on PROLANIS patient loyalty, with patient satisfaction as a mediating variable. The method used in this research is a quantitative approach with a cross-sectional design, involving 101 respondents selected through purposive sampling techniques. The data obtained were analyzed using Structural Equation Modeling (SEM) and Partial Least Squares (PLS) to test the proposed hypotheses. The results of the study indicate that service quality has a positive and significant effect on patient satisfaction (t-statistic 4.350, p-value 0.000), and facilities also significantly contribute to patient satisfaction (t-statistic 3.719, p-value 0.000). Furthermore, patient satisfaction has been shown to positively influence PROLANIS patient loyalty (t-statistic 3.750, p-value 0.000). The conclusion of this study emphasizes that improving the quality of services and facilities at the Manis Jaya Community Health Center not only enhances patient satisfaction but also plays a crucial role in building patient loyalty towards the PROLANIS program. These findings are expected to serve as a reference for health service managers in formulating sustainable quality improvement strategies.
Co-Authors ', Jalinus ', Sudarmono ', Zulkarnain AA Sudharmawan, AA Adli, Ariful Agustin, Erza Mulia Aisyah Amalina Alamra, Nadia Suci Wahyuni Alvini Lestari Anggi Anjastin, Melati Agmiika Apristi, Ivo Ariful Khairi Ariska Arintika Armis Armis ' Armis Armis Armis Armis Astuti, Rahmi Puspa Sari Atma Murni Atma Murni Atma Murni Atma Murni Murni, Atma Murni Bisri Mustofa Bokhari, Khairiati Cecep Kusmana Cesilia, Sindy Desfi Helvina Efendi, Thassya Novanka Eka Fitri Arum Elfis Suanto Elina Elina Elsa Susanti Elsya Suharnita Etika Putri Febrina Ramadhani Fitri Aldresti Fitri, Del Habib Abdullah Hafizah, Nurul Huda Halimirnawati Halimirnawati Harahap, Khairunnisa Hasanah, Ajroni Hayatun Nufus Helmawati Hesty Marwani Siregar Holyness Nurdin Singadimedja Inalda, Avisha Trinanda Insan Valentino Wibawanto Irawan, Melati Putri Ivo Rahmadini Lubis Jalinus ' Julfa Wista KARTINI Kartini Kartini Kartini Kartini Kholisah, Saniah Afiqoh Maimunah Maimunah Maimunah Maimunah Maimunah Maimunah, Maimunah Maya Angraini Meldha Rizkiani Mentari Tiara Putri Meydia Rahmi Milya Poliska Monica Ayu Putri Mutia Suhadah Nahor Murani Hutapea Nasuha, Siti Nur Samsi Parsaoran Selpanri Sitorus Patricia, Putri Permata, Ariya Pratiwy, Septy Ella Putri Ayu Lestari Putri Maya Sari Putri Yuanita Putri, Aprilia Ihsani Rafiqo Nurfadila, Rafiqo Rahma, Ati Ramadhan Permadikusuma Nugraha Rika Aprilia Rima Sahuri Rina Ayu Ramadhani Rizqy Nanda Arimurty Rohiimah, Siti Ruri Septika Rusdel Syam Sakur Sakur Sakur, Sakur Sarah, Shanti Sehatta Saragih Sehatta Saragih Septy Ella Pratiwy Sri Indriyani Suhadah, Mutia Suhermi ' Suhermi Suhermi Sulastri Sulastri Susda Heleni Susianingsih, Susianingsih Syarifah Nur Siregar Syofni Syofni Syofni Syofni Syofni, Syofni Tia Andesma Tiara Gunawan Tilla, Azifa Tionom Silaban Titi Solfitri Weldila Fitri Wening Widyastari Wiwin Crisdayanti Yanti, Risma Yenita Roza Yumni Karim Yurhagusfiani Yurmalia, Della Yusa Putra Zahratul Maika Zuhri Zuhri Zulkarnain ' Zulkarnain Zulkarnain