ANALISIS HUBUNGAN ANTARA PENDAFTARAN ONLINE, KUALITAS LAYANAN, KEPUASAN DAN LOYALITAS PASIEN POLI KESEHATAN IBU DAN ANAK PUSKESMAS RANGKAH

Nihayati, Novinda (2025) ANALISIS HUBUNGAN ANTARA PENDAFTARAN ONLINE, KUALITAS LAYANAN, KEPUASAN DAN LOYALITAS PASIEN POLI KESEHATAN IBU DAN ANAK PUSKESMAS RANGKAH. Masters thesis, Universitas Hayam Wuruk Surabaya.

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Abstract

This study aims to analyze the relationship between online registration, service quality, satisfaction, and loyalty of patients at the Maternal and Child Health Clinic of the Rangkah Community Health Center in Surabaya. Unlike previous studies that focused more on large hospitals, this study fills the gap in research on community health centers as primary health care providers. The method used was a quantitative approach with purposive sampling of 171 patients who used the online registration system. Data were collected through questionnaires and analyzed using SEM-PLS. The results showed that online registration and service quality had a significant positive effect on patient satisfaction and loyalty, and that patient satisfaction had a positive effect on patient loyalty. The theoretical contribution of this study is the integration of service digitalization in the formation of patient loyalty. The practical implication is to encourage the strengthening of the online registration system and improvement of service quality. The limitations of this study include the self-report data collection method, which has the potential for social bias, and the cross-sectional design, which cannot identify changes in patient behavior or perceptions over a longer period of time. Keywords : online registration, service quality, patient satisfaction, loyalty, Community Health Center

Item Type: Thesis (Masters)
Subjects: 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 650 - MANAGEMENT & AUXILIARY SERVICES
Divisions: Magister of Management
Depositing User: NOVINDA NIHAYATI
Date Deposited: 19 Sep 2025 05:26
Last Modified: 19 Sep 2025 05:26
URI: http://eprints.perbanas.ac.id/id/eprint/13793

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