Hubungan Kualitas Dan Akses Pelayanan Dengan Loyalitas Pasien Rawat Jalan Di Puskesmas Lubuk Begalung Tahun 2026

UNIVERSITAS ALIFAH PADANG
Skripsi, Agustus 2026

DESI VALENTIN NDURU
Hubungan Kualitas dan Akses Pelayanan Dengan Loyalitas Pasien Rawat Jalan Di Puskesmas Lubuk Begalung Tahun 2026
xiii + 55 halaman + 11 tabel + 2 gambar + 12 lampiran

ABSTRAK
Pelayanan kesehatan yang berkualitas dan mudah diakses merupakan faktor penting dalam meningkatkan loyalitas pasien. Di Puskesmas Lubuk Begalung, capaian visite rate masih berada di bawah target, yaitu 1,4 dari target 2,5 pada tahun 2023 dan 1,92 dari target 3,74 pada tahun 2024. Penelitian ini bertujuan untuk mengetahui hubungan kualitas dan akses pelayanan dengan loyalitas pasien rawat jalan di Puskesmas Lubuk Begalung Tahun 2026.
Penelitian ini merupakan penelitian kuantitatif dengan desain cross sectional Penelitian dilaksanakan di Puskesmas Lubuk Begalung pada bulan Maret– Agustus 2026 pengumpulan data dilakukan pada tanggal 16–25 Juli 2026. Populasi penelitian yaitu seluruh pasien rawat jalan yang berobat ke Puskesmas Lubuk Begalung dengan jumlah sampel sebanyak 97 responden. Pengumpulan data menggunakan wawancara dan kuesioner. Analisis data menggunakan analisis univariat dan analisis bivariat dengan uji statistik chi-square.
Hasil penelitian menunjukkan bahwa 59 responden (60,8%) menyatakan tidak loyal, 50 responden (51,5%) menyatakan kualitas pelayanan tidak baik, dan 55 responden (56,7%) menyatakan akses pelayanan kurang terjangkau. Hasil uji statistik chi-square menunjukkan terdapat hubungan antara kualitas pelayanan dengan loyalitas pasien dengan (p=0,003), dan terdapat hubungan akses pelayanan dengan loyalitas pasien dengan (p=0,001).
Terdapat hubungan yang antara kualitas dan akses pelayanan dengan loyalitas pasien rawat jalan di Puskesmas Lubuk Begalung Tahun 2026. Oleh karena itu, pihak Puskesmas Lubuk Begalung disarankan meningkatkan kualitas pelayanan melalui petugas yang lebih cepat, ramah, responsif, dan komunikatif serta meningkatkan kemudahan akses pelayanan bagi pasien.

Daftar Bacaan : 33 ( 2010-2024)
Kata Kunci : Akses Pelayanan, Kualitas Pelayanan, Loyalitas Pasien, Puskesmas, Rawat Jalan

UNIVERSITAS ALIFAH PADANG
Skripsi, August 2026

DESI VALENTIN NDURU
The Relationship Between Service Quality and Access with Outpatient Loyalty at Lubuk Begalung Health Center in 2026
xiii + 55 pages + 11 tables + 2 figures + 12 appendices

ABSTRACT
Quality and accessible healthcare services are important factors in increasing patient loyalty. At the Lubuk Begalung Community Health Center, the visit rate achievement remains below the target, which is 1.4 against a target of 2.5 for the year 2023 and 1.92 against a target of 3.74 for the year 2024. This study aims to determine the relationship between the quality and accessibility of services and outpatient loyalty at the Lubuk Begalung Community Health Center in 2026.
This research is a quantitative study with a cross-sectional design conducted at the Lubuk Begalung Community Health Center from March to August 2026, with data collection carried out from July 16 to 25, 2026. The study population consists of all outpatient patients visiting the Lubuk Begalung Community Health Center, with a sample size of 97 respondents. Data collection was conducted through interviews and questionnaires. Data analysis used univariate analysis and bivariate analysis with the chi-square statistical test.
The results of the study indicate that 59 respondents (60.8%) stated they were not loyal, 50 respondents (51.5%) stated that the service quality was poor, and 55 respondents (56.7%) stated that service accessibility was inadequate. The results of the chi-square statistical test show that there is a relationship between service quality and patient loyalty (p=0.003), and there is a relationship between service accessibility and patient loyalty (p=0.001).
There is a relationship between the quality and accessibility of services and outpatient loyalty at the Lubuk Begalung Community Health Center in 2026. Therefore, it is recommended that the Lubuk Begalung Community Health Center improve service quality through faster, friendlier, more responsive, and communicative staff, as well as enhance the accessibility of services for patients.

References: 33 (2010-2024)
Keywords : Access to Services, Quality of Services, Patient Loyalty,Community Health Center, Outpatient Care