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Journal : Jurnal Ners

Analisis Pengaruh Nilai yang Dirasakan dan Kepuasan Terhadap Loyalitas Pasien Puskesmas di Kota Samarinda Hariyani, Noor; Andrianto, Ratno; Rohmah, Nur; Bakhtiar, Rahmat; Pakki, Irfansyah Baharuddin; Lestari, Ida Ayu Indira Dwika; Fitriani, Dian Ayu
Jurnal Ners Vol. 10 No. 2 (2026)
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v10i2.55092

Abstract

Service quality in public health centers (Puskesmas) plays a crucial role in shaping patient perceptions and behaviors, which in turn influence patient loyalty. In Samarinda City, declines in patient visits and the achievement of Minimum Service Standards (MSS) indicate ongoing challenges in primary healthcare services. This study aims to analyze the effects of perceived value and patient satisfaction on patient loyalty at Puskesmas. Using a quantitative approach with a cross-sectional design, the study involved 420 respondents selected through cluster random sampling and convenience sampling. Data were collected using questionnaires that had been tested for validity and reliability and were analyzed using path analysis. The results show that perceived value has a positive and significant effect on patient loyalty (β = 0.2405), while patient satisfaction demonstrates a stronger influence on loyalty (β = 0.3410). In addition, patient satisfaction mediates the relationship between perceived value and loyalty, whereas perceived value acts as a mediating variable in the relationship between satisfaction and loyalty. These findings confirm that patient loyalty is shaped not only by direct effects but also through reciprocal mediating relationships between perceived value and patient satisfaction.
Co-Authors AA, Khumairotul Zahroh Abdania, Hazizah Tausia Abdullah, Ahmad Fadhlil Azhim Adelita, Rafanda Adellia, Yerita Aditya Aditya Adrianto, Ratno Agung Pramujiono Agus Yuwono Agustina, Rina Tri Agustini , Rina Tri Agustini, Rina Tri Ahmad Haris Ahmad Yusron, Ahmad Alma Feriyanti Amelia Widya Hanindita Andini, Meylita Andri Joko Purwanto ANDRI KURNIAWAN Andrianto, Ratno Andriyani, Asri Anggraeni, Diva Nabilah Anggraeni, Juwita Anggraini, Alfina Dwi Anggraini, Devica Novia Anggraini, Ike Anita Maulina Annisa Nurrachmawati Anwar, Alyssa Putri Ardhianti, Mimas Ardianto, Ratno Arizona, Annisa Arniah Asrianah, Asrianah Astuti, Ayu Sri Mega Astutik, Erna Puji Astuty, Eny Dwy Athohillah, M. Aulia, Isna Auliya, Jumi Azizah, Mirsa Nur Azkia, Azka Laila Azzahra, Rania Nasywa Bahtiar, Rahmat Bakhtiar, Rahmat Balqis, Salsabila Putri Danisa, Fani Debora, Angelita Novia Dedy Cahyadi, Dedy Denis, Rafael Fernando Dhiyalanni, Evana Diah, Ni Made Dina Amalia Dina Lusiana Setyowati Disyanataly, Andi Donga, Ayu Anggreny Layang Dyah Fifin Fatimah, Dyah Fifin Dzakira, Tsabita Radhiya Eka Rachmawati Endah Wahyutri Faradiana, Dwi Nur Farah Aulia, Farah Fauziyah Fauziyah Febriani, Sefia Diva Febrianshinta, Amara Wahyu Feriyanti , Alma Festy Ladyani Mustofa Fika, Fairuz Adna Fitri, Jusni Ananda Fitriani, Ananda Aulia Cahya Fitriani, Dian Ayu Ghalya Pikra Ghozali, Cintana Gabrieila Giari Rahmilasari Gunawan, Cahyani Eka Putri Gunawan, Ike Anggraini Gustia, Wanda Gutami, Anggie Dia Hakim, Fadly Abdul Hanindita, Amelia Widya Hardani, Iqbal Marcello Putra Hardito, Agus Hariyani, Noor Harun, Siti Fadilah Hasanah, Dina Hasbie, Neno Fitriyani Herawan, Dea Aurela Hidayat, Fahri Huda, Muhammad Nur Hulu, Winis Trilian Humnah, Habibah Hutagalung, Modestine Tabitha Iffah Agustasari, Krisjentha Ike Anggraeni Indah Fitri Astuti, Indah Fitri Indayani Indriani, Dilla Camara Indriani, Fina Inggriane Puspita Dewi, Inggriane Puspita Irfansyah Baharuddin Pakki ISKANDAR Islami, Sylvira Putri Isnani, Nahara Isnaniah, Isnaniah Iwan Muhamad Ramdan Izza Ulumuddin Ahmad Asshofi Jadid, Muhamad Ar-Ruhul Januarsih, Januarsih Jasmawati, Jasmawati Jaya, Andi Rahmad Julaikhah, Siti Kartinah Kartinah, Kartinah Khabib, Samsul Khalisha, Nailah Khoirunnita, Aulia Kurniawan, Haura Tamara Karin Lasari, Aramika Lestari, Avida Lestari, Ida Ayu Indira Dwika Lies Permana Magfirotul Hamdiah Mahaputri, Matrix Erga Mahendra, Ahnaf Zaky Makmur, Nindha Aulia Marinda, Maya Marini, Rina Marsyanti, Windy Maulana, Ady Maulany, Ahmad Daffi Maya Marinda Megawati - Moch. Sahri Mohammad Fikri, Mohammad Muhammad Arifin Muhammad Iqbal Muhammad, Maghfir Izzani Mutawakkiliin, Syifa’ul Alif Nabila, Resha Rizqy Nabilah, Nur Annisa Nabilla Nadiya, Fia Nadiyah N, Afifah Natasya, Adinda Naia Nilnalmuna, Revitalia Nisa, Rizky Khoirun Noor Adha Aprilea Nugroho, Sulung Nur Rohmah Nurachmawati, Annisa Nuradi, Elaine Keisha Syahputri Nurhakim, Aghim Ilham Nurhavika, Nurhavika Nurjanah Nurrachmawati , Annisa Nurrahmawati, Annisa Nursafa, Andi Nurwahyuni, Linda Papu, Theresa Rebecca Parengkuan, Sandra Reinny Pingkan, Alfia Pradita, Adelia Putri Pramana, Rakhmad Indra Pramesti, Elviana Emilda Dyah Pramudiawati, Olivia Indah Pramudita, Natasya Putri PRAMULIA, PANA Pratiwi, Fennysa Indrilla Prawoto, Eko Cahyo Puspitasari, Syafira Aulia Putri Ansyari, Alya Putri, Valendira Nuraini Putriyanti, Tiara Diva Qodriyah , Qori’atul Laily Rafidah Rafidah Raharjo, Resdianto Permata Rahayu, Agustin Putri Rahayu, Diah Rahmadani, Aulia Tia Rahmanisa, Fatika Rahmawati, Cica Rahmayanti, Desy Anugerah Ramadani, Nurul Ma'rifa Ramadhani, Reza Wahyu Ramadhantya, Fazira Shinaia Rangga Aditya Pratama Ratih Wirapuspita Wisnuwardani Ratna Wati Ratna Wati Riani, Windri Nov' Ririn Arianti, Ririn Rismayuti, Salsabila Dwi Aulia Riyan Ningsih Rizqi, Jennisa Rooselyna Ekawati Rosmiati Rosmiati sabil sabil, sabil Sabina, Della Yosellanda Al Safariana, Nadia Sinta Aulia Sahil, Muhammad Sadik Saidah, Ianatus Salma, Andi Salsabila, Ashila Salwa, Nadiatus Sam, Dela Damarti Sani, Nopi Saputra, Ra’azi Saputri, Anisatia Saputri, Sharlah Fadilah Ayu Saputro, Alfonsus Dwi Sari, Aldyta Permata Sari, Mila Warma Sariyati, Mely Sarwani, Audi Aprilia Satianingsih, Rarasaning Sholeha, Bella Bina siti nurlela Siti Raihanah Sofia, Norlaila Sophystikatty, Lady Arounda Suleman, Angellia Sulkhi, Muhammad Ragil Dzihnu Suraini, Fiyeri Susanto, Aswin Syarif Hidayatulloh Talitha, Dhiya Tambunan, Syebat Triana Taufikurrahman, Moh. Rafli Temongmere, Anifa Titania Transelasi, Fajar Tri Agustini, Rina Tri H, Putri Tupa, Hildayani Kurlim Ulinnuha, Labib Uruba, Huurul ‘Aina “ Vionita, Wanda Dila Wafiq, Ahmad Ahsanul Wahidullah , Wahidullah Wahyuningsih, Taty Waluyo Waluyo Wasino Widiar Onny Kurniawan Wijayanti, Siti Choirul Jannah Dewi Wulandari, Putri Fauziah Yudhantara, Dearisa Surya Yuni Sulistyowati, Yuni Yunus, Mudassir YUSUF FUAD Zahra, Nurul Fitriani Az Zaman, Akhamd Qomaru Zuhriyah, Fitri