Analisis determinan kepuasan pasien terhadap loyalitas pasien pada pelayanan keperawatan maternitas - Eunike Tamariska; Ditya Yankusuma Setiani; Diyono Diyono; Safaruddin Safaruddin (Published by: Indonesian Public Health-Observer Information Forum (IPHORR) Kerjasama dengan Persatuan Perawat Nasional Indonesia (PPNI), 2026)
Background: Patient loyalty is one of the indicators of the quality of healthcare services, including maternity nursing services. High-quality services are expected to improve patient satisfaction and loyalty toward the services provided. Purpose: To analyze the relationship between the quality of maternity nursing services based on the SERVQUAL dimensions, namely tangibles, empathy, reliability, responsiveness, and assurance, and patient loyalty at RSUD Ibu Fatmawati Soekarno, Surakarta. Methods: This quantitative study employed a cross-sectional design. The study population consisted of patients receiving maternity nursing services at RSUD Ibu Fatmawati Soekarno, Surakarta. A total of 282 respondents were selected using purposive sampling, and the data were analyzed using the chi-square test. Results: The reliability, responsiveness, and assurance dimensions were significantly associated with patient loyalty (p < 0.05). Meanwhile, the tangibles and empathy dimensions were not significantly associated with patient loyalty. Most respondents (99.3%) demonstrated a high level of loyalty toward maternity nursing services. Conclusion: There was a significant relationship between the reliability, responsiveness, and assurance dimensions of maternity nursing service quality and patient loyalty. Keywords: Maternity Nursing; Patient Loyalty; Patient Satisfaction. Pendahuluan: Loyalitas pasien merupakan salah satu indikator keberhasilan mutu pelayanan kesehatan, termasuk dalam pelayanan keperawatan maternitas. Kualitas pelayanan yang baik diharapkan mampu meningkatkan kepuasan dan loyalitas pasien terhadap layanan yang diberikan. Tujuan: Menganalisis hubungan kualitas pelayanan keperawatan maternitas berdasarkan dimensi SERVQUAL yang meliputi tangibles (bukti fisik), empathy (empati), reliability (keandalan), responsiveness (daya tanggap), dan assurance (jaminan) dengan loyalitas pasien di RSUD Ibu Fatmawati Soekarno Kota Surakarta. Metode: Penelitian ini menggunakan pendekatan kuantitatif dengan desain cross sectional. Pasien pelayanan keperawatan maternitas RSUD Ibu Fatmawati Soekarno Kota Surakarta. Pengambilan sampel dilakukan menggunakan teknik purposive sampling sehingga diperoleh sebanyak 282 responden, kemudian dianalisis dengan uji chi-square. Hasil: Menunjukkan bahwa dimensi reliability, responsiveness, dan assurance memiliki hubungan yang signifikan dengan loyalitas pasien (p-value <0.05). Sementara itu dimensi tangibles dan empathy tidak menunjukkan hubungan yang signifikan. Sebagian responden (993%) memiliki tingkat loyalitas yang tinggi terhadap pelayanan keperawatan maternitas Simpulan: Terdapat hubungan antara kualitas pelayanan keperawatan maternitas pada dimensi keandalan, daya tanggap, dan jaminan dengan loyalitas pasien. Kata kunci: Loyalitas Pasien, Kepuasan Pasien, Keperawatan Maternitas