Service Quality is Related to Loyalty of Nursing Care Services Based on SERVQUAL Theory and the American Customer Satisfaction Index (ACSI)

Abstract

Abstract-Nurses have an important role in the delivery of services that will always be remembered by the client. The competition this excellent service delivery has shifted the hospital functions as a social service into the social economy. This study aims to assess the relationship between the quality of service perceived by peanggan on customer loyalty in the hospital. This study is correlational survey design. The population is all customers Hospital outpatient unit Amelia Pare, Kediri with a total sample of 86 respondents are determined by simple random sampling. The variable in this study is the quality of service and customer loyalty. Data were collected using questionnaires and then analysed using Pearson statistical test with a significance value of p <0.05. Data were obtained from the results of the study explained that there is a positive relationship between the variables of quality and loyalty of nursing services in outpatient unit with a significant value of p = 0.000. Customer loyalty can be judged by whether someone will reuse the same service in the future, and have no intention to move to other service providers are similar, it is certainly very in touch with the service they receive when making a purchase, whether such services qualified or not. Customers who confidently hand over her health problems can also be said to be loyal to the Hospital, and willing to participate and improve the quality of service hospital with a critique or suggestions when the service made a mistake and promoted the Hospital which will certainly benefit the Hospital itself.

Relationship Of Knowledge Discuss Between Nurses And Leaders In The Effectiveness Of Implementing Nursing Care

“…Nursing services as the main actor of health services have an important role in carrying the good name of health institutions. Patients as customers of nursing services will feel satisfied if they receive good service, according to existing standards and quality, if customers are satisfied they will automatically be loyal to the agency (Yuliansari, Nursalam, & Ahsan, 2017). Maintaining and ensuring optimal nursing services require commitment and effort from managers and leaders, one of the activities that can be carried out to control the performance of services is through nursing supervision.…”