Track: Occupational Safety and Health (OSH)

Abstract

The Purpose of this research is to analyze the effect of patient satisfaction in moderating nurses' quality of service and performance on patient loyalty at the Lasepang Health Center, Bantaeng Regency. This research was conducted at Lasepang Health Center, Bantaeng Regency, performed for two months from November to December 2020. The design of this study was a survey with a quantitative approach. The sample in this research was 50 respondents from patients who came for treatment at the Lasepang Health Center, Bantaeng Regency. The sampling technique is accidental sampling. Data collection was carried out through observation, questionnaires, interviews, documentation, while the data were analyzed using multiple linear regression. The study results indicated that nurses' quality of service and performance had a significant positive impact on patient loyalty. Thus, to increase patient loyalty, it is necessary to have a quality service that can match the benefits intended for the health center (expected service) with the services received or experienced (perceived usefulness) from the sufferer or the results experienced. In addition to the quality of service, increased patient loyalty is also influenced by the performance of nurses. With the nurse implementation, the results of the nurse work in terms of quality, nurses get from carrying out their duties and their responsibilities as charged. Then it was proven that patient satisfaction was able to moderate the effect of service quality and nurse performance on patient loyalty at the Lasepang Health Center, Bantaeng Regency. Thus, patient satisfaction, namely the level of a patient's feeling, is the result of an analogy between evaluating the ability or the outcome of health services. The patient's dream in the patient's totality of the patient's experience to the health agency strengthens service quality and nurse performance on patient loyalty.