PENGARUH KUALITAS PELAYANAN TERHADAP KUNJUNGAN ULANG PASIEN KB DI PUSKESMAS MELUR KOTA PEKANBARU TAHUN 2025

Rubia Leilani; Kursiah Warti Ningsih; Iyang Maisi Fitriani; Rahmat Saputra

doi:10.35328/kesmas.v14i2.3057

Authors

Rubia Leilani Institut Payung Negeri Pekanbaru, Pekanbaru , Indonesia
Kursiah Warti Ningsih Institut Payung Negeri Pekanbaru, Pekanbaru, Indonesia
Iyang Maisi Fitriani Institut Payung Negeri Pekanbaru, Pekanbaru, Indonesia
Rahmat Saputra Institut Payung Negeri Pekanbaru, Pekanbaru, Indonesia

DOI:

https://doi.org/10.35328/kesmas.v14i2.3057

Keywords:

Quality, Visit, Service, Patient, Repeat

Abstract

The role of service quality in repeat visits refers to the relationship between the standard of services provided to patients and their decision to return for future services. Good service tends to increase the intention to return, while poor service may reduce it. This research aims to assess the degree to which service quality influences the repeat visits of family planning (FP) patients at Puskesmas Melur, Pekanbaru City, in 2025. A quantitative cross-sectional method was used in this research, with total sampling utilized to select the study participants, where the entire population was included as respondents. Based on univariate analysis, most of the respondents (54%) intended to make repeat visits. Bivariate analysis using the Chi-Square test revealed no significant influence of the Tangible (p = 0.504), Reliability (p = 0.143), Responsiveness (p = 0.987), and Assurance (p = 0.770) dimensions on repeat visits. However, a significant influence was found in the Empathy dimension (p = 0.041). The conclusion of this study is that only the empathy dimension of service quality influences the repeat visits of FP patients at Puskesmas Melur, Pekanbaru City, in 2025. This study is expected to serve as evaluation material to improve service quality and patient loyalty. Future studies are recommended to build on the findings of this research using a qualitative approach to gain deeper and more comprehensive insights.

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