Artikel Ilmiah : I1A022067 a.n. KEYLA DEIVA MEZIYYA
| NIM | I1A022067 |
|---|---|
| Namamhs | KEYLA DEIVA MEZIYYA |
| Judul Artikel | Determinan Loyalitas Pengunjung dalam Pemanfaatan Layanan Pada Klaster 3 Puskesmas Purwokerto Barat Tahun 2025 |
| Abstrak (Bhs. Indonesia) | Latar Belakang: Angka kunjungan lama Klaster 3 Puskesmas Purwokerto Barat tahun 2025 menunjukkan adanya fluktuasi jumlah kunjungan. Laporan Survei Kepuasan Masyarakat (SKM) menunjukkan penurunan kinerja pelayanan publik. Selain itu, terdapat keluhan pengunjung terkait waktu tunggu pelayanan yang mencapai sekitar 3 jam, lamanya proses pelayanan dan pemeriksaan, serta sikap petugas yang dinilai kurang ramah dan kurang profesional. Penelitian ini bertujuan untuk mengetahui faktor-faktor yang memengaruhi loyalitas pengunjung dalam pemanfaatan layanan pada klaster 3 Puskesmas Purwokerto Barat. Metodologi: Penelitian ini menggunakan pendekatan kuantitatif dengan desain studi cross-sectional. Data dianalisis secara univariat, kemudian dilanjutkan analisis bivariat dengan uji chi-square, selanjutnya data diuji secara multivariat menggunakan uji regresi logistik berganda. Data dianalisis secara analitik menggunakan Software Statistical Product and Service Solutions (SPSS) Hasil Penelitian: Terdapat 2 variabel yang berhubungan dengan loyalitas pengunjung klaster 3 Puskesmas Purwokerto Barat yaitu persepsi nilai (p-value = 0,017) dan kepuasan (p-value = 0,042). Terdapat pengaruh antara variabel persepsi nilai (p-value = 0,019) dan loyalitas pengunjung klaster 3 Puskesmas Purwokerto Barat dengan nilai OR sebesar 2,703. Variabel kualitas layanan, kepercayaan, dan kepuasan tidak berpengaruh dalam penelitian ini. Kesimpulan: Terdapat satu variabel yang memengaruhi loyalitas pengunjung klaster 3 Puskesmas Purwokerto Barat, yaitu variabel persepsi nilai (p-value = 0,019) dengan nilai OR sebesar 2,703. Pengunjung yang memiliki persepsi nilai baik 2,703 kali lebih loyal dalam memanfaatkan layanan pada klaster 3 Puskesmas Purwokerto Barat. Puskesmas disarankan untuk memperbaiki sistem antrean dan manajemen waktu, meningkatkan komunikasi pelayanan, serta menyederhanakan standar operasional pelayanan dan alur pelayanan. Kata Kunci : Loyalitas, Puskesmas, Pemanfaatan Layanan |
| Abtrak (Bhs. Inggris) | Background: The number of repeat visits to Cluster 3 of Purwokerto Barat Community Health Center (CHC) in 2025 showed fluctuations in visitor attendance. The Community Satisfaction Survey (CSS) report indicated a decline in public service performance, from 84.55 in the second semester of 2024 to 83.38 in the first semester of 2025. In addition, visitors reported complaints related to long waiting times of approximately three hours, lengthy service and examination processes, and staff attitudes perceived as less friendly and less professional. This study aimed to identify the factors influencing visitor loyalty in utilizing services at Cluster 3 of Purwokerto Barat Community Health Center. Methodology: This study employed a quantitative approach with a cross-sectional study design. Data were analyzed using univariate analysis, followed by bivariate analysis using the chi-square test, and subsequently multivariate analysis using multiple logistic regression. Data analysis was conducted analytically using the Statistical Product and Service Solutions (SPSS) software. Research Results: There were two variables associated with visitor loyalty at Cluster 3 Community Health Center (CHC) Purwokerto Barat, namely perceived value (p-value = 0.017) and satisfaction (p-value = 0.042). A significant effect was found between perceived value (p-value = 0.019) and visitor loyalty at Cluster 3 Puskesmas Purwokerto Barat, with an odds ratio (OR) of 2.703. Meanwhile, service quality, trust, and satisfaction did not show a significant effect in this study. Conclusion: There was one variable that influenced visitor loyalty at Cluster 3 Community Health Center (CHC) Purwokerto Barat, namely perceived value (p-value = 0.019) with an odds ratio (OR) of 2.703. Visitors with a good perceived value were 2.703 times more likely to be loyal in utilizing services at Cluster 3 Puskesmas Purwokerto Barat. Community Health Center is advised to improve the queuing system and time management, enhance service communication, and simplify standard operating procedures and service flow. Keywords: Loyalty, Community Health Center, Service Utilization |
| Kata kunci | Loyalitas, Puskesmas, Pemanfaatan Layanan |
| Pembimbing 1 | Arih Diyaning Intiasari |
| Pembimbing 2 | Waluyo Sejati |
| Pembimbing 3 | |
| Tahun | 2026 |
| Jumlah Halaman | 98 |
| Tgl. Entri | 2026-02-23 13:27:16.459143 |