The Relationship between Patient Satisfaction and Loyalty in the Neurology Polyclinic of Kendari City Hospital in 2025

Abstrak

In an effort to improve the quality of healthcare services, understanding patient satisfaction and loyalty has become a crucial aspect to consider. Patient loyalty not only reflects the success of the services provided but also contributes to the long-term sustainability of healthcare delivery. This study aims to analyze the relationship between patient satisfaction and the loyalty of outpatient neurology clinic patients at RSUD Kota Kendari in 2025. The research method used is observational analytic with a cross-sectional approach. The population consisted of 1,062 patients, with a sample of 291 patients selected using non-probability sampling with a purposive sampling approach. The data were analyzed using the Fisher Exact Test. The results showed that the five dimensions of patient satisfaction Tangible (p=0.006), Reliability (p=0.000), Assurance (p=0.000), Empathy (p=0.001), and Responsiveness (p=0.000) had a statistically significant relationship with patient loyalty. These findings highlight the importance of improving service quality to enhance patient retention and satisfaction.