Analisis Pengaruh Komunikasi Efektif dan Patient Experience Terhadap Loyalitas Pasien di Wilayah Kerja Puskesmas XX Ambon

Analysis of the Influence of Effective Communication, Patient Experience on Patient Loyalty in the XX Ambon Health Center Work Area

Abstract

The hope of all service providers, especially health centers, is to be able to provide excellent service through high quality of service where health centers are the first level of service centers. Improving the quality of service is done so that patients can have a good memorable experience when receiving treatment at the health center. The rate of repeat visits at the XX health center is currently low because patients are not satisfied with the way communication is delivered and the overall experience in the service, which affects their confidence to return. The aim is to analyze the effect of effective communication, patient experience on patient loyalty. The research method is to use associative quantitative with hypothesis testing with a path analysis approach. The results showed that there was an influence of patient experience on patient loyalty with a significance value of 0.000. Conversely, there is no significancy influence of effective communication on patient loyalty (p value = 0.212). Improvements that can be made are evaluations related to effective communication and patient experience as important components of service quality to increase patient loyalty.