Kualitas pelayanan keperawatan meningkatkan kepuasan dan loyalitas pasien

Iwan Ardian, Nutrisia Nu'im Haiya, Intan Rismatul Azizah

Abstract


Pendahuluan: Kualitas dari pelayanan keperawatan menjadi faktor penentu kepuasan pasien, kepuasan pasien menjadi hal penting untuk pelayanan kesehatan karena mampu merfleksikan kualitas pelayanan dan kepuasan dianggap menjadi prediktor yang mampu mempengaruhi loyalitas, loyalitas perlu dijaga karena mempunyai dampak sangat positif untuk penyedia layanan atau untuk pasien. Oleh karenanya studi ini dilaksankan dengan maksud untuk mengetahui bagiamana pengaruh dari kualitas pelayanan keperawatan dalam meningkatkan kepuasan dan loyalitas pasien. Metode: Studi ini merupakan studi literature review yang menganalisis 20 artikel yang sesuai dengan topic, artikel ditelusuri melalui google scholar dan pubmed. Hasil: Kualitas pelayanan keperawatan mampu mempengaruhi kepuasan pasien dan kepuasan pasien mampu mempengaruhi secara bermakna terhadap loyalitas pasien dan kepuasan juga menjadi faktor yang memediasi kualitas layanan dengan loyalitas dari pasien atau klien. Simpulan: Pelayanan keperawatan yang erkualitas dapat meningkatkan kepuasan dan loyalitas pasien, untuk itu perawat dan institusi penyedia layanan perlu selalu meningkatkan kualitas agar kepuasan dan loyalitas selalu terjaga.

Keywords


Kepuasan; kualitas; loyalitas; perawat

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References


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DOI: http://dx.doi.org/10.30659/nurscope.7.2.86-96

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