THE INFLUENCE OF SERVICE QUALITY ON THE SATISFACTION AND LOYALTY OF HEMODIALYSIS PATIENTS AT MITRA MEDIKA AMPLAS HOSPITAL, MEDAN

Abstract

Hemodialysis is a therapy that must be given to patients with chronic kidney failure, whose number is increasing. This study aims to determine the effect of service quality on patient satisfaction and patient loyalty in the Hemodialysis unit of Mitra Medika Amplas Hospital, Medan. Good service quality will increase patient satisfaction and can also increase patient loyalty in implementing hemodialysis, which is an indicator of the dimensions of service quality, namely reliability, reality, responsiveness, assurance and empathy. This research uses a quantitative descriptive method with a cross sectional design, with a purposive sampling method. The results of the research show that there is an influence of patient quality on patient satisfaction and loyalty, so it is hoped that the hospital will continue to improve the quality of service, especially in the hemodialysis unit as well as evaluate and monitor the existing facilities , facilities and infrastructure at Mitra Medika Amplas Medan Hospital.