Pengaruh Mutu Pelayanan Terhadap Kesetiaan Pasien (Studi Kasus Pada Pasien Rawat Inap Puskesmas Kunir Lumajang)

ABSTRACT
The formulation of the problem in this study is how the influence of physical evidence, reliability, responsiveness, assurance, and empathy to the loyalty of patients at the Kunir Lumajang Health Center. The purpose of this study was to determine and analyze the effect of physical evidence, reliability, responsiveness, assurance, and empathy on the loyalty of patients at the Kunir Lumajang Health Center partially. The theory used in this research is marketing management theory, service quality theory, and patient loyalty theory Kunir Lumajang Health Center. The study was conducted on the loyalty of patients at the Kunir Lumajang Health Center. This type of quantitative descriptive research using purposive sampling method with a sample of 82 respondents. The nature of the research is explanatory. The test instrument used was multiple linear regression, with SPSS software version 20.00. The t test results showed that physical evidence (0.003), reliability (0.006), responsiveness (0.001), guarantee (0,000), and empathy (0.002) had a significant effect on the loyalty of patients at the Kunir Lumajang Public Health Center partially. The regression test showed that physical evidence (0.155), reliability (0.195), responsiveness (0.189), guarantee (0.220), and empathy (0.210) had a positive effect on patient loyalty at the Kunir Lumajang Health Center and a coefficient of determination test of 93.7% patient loyalty Kunir Lumajang Health Center is influenced by physical evidence, reliability, responsiveness, assurance, and empathy while the remaining 6.3% is influenced by other variables outside the study.
Keywords: physical evidence, reliability, responsiveness, assurance, empathy, and patient loyalty