KUALITAS PELAYANAN KESEHATAN GIGI TERHADAP TINGKAT KEPUASAN DAN LOYALITAS PASIEN

Abstract

The aim to find out whether the quality of dental services affects patient satisfaction at the Pekanbaru dental clinic, to find out whether the quality of dental services affects patient loyalty at the Pekanbaru dental clinic, to find out whether patient satisfaction affects patient loyalty at the Pekanbaru dental clinic, to find out whether Patient satisfaction mediates the effect of dental service quality on patient loyalty at the Pekanbaru dental clinic. This study uses quantitative research methods where data is taken using a questionnaire, observation and literature study. The results showed that the quality of service from the dental clinic under study, patients did not feel safe and comfortable while in the clinic, all patient complaints had not received good service and employees had not fully provided receipts at checkout. Patient satisfaction concluded that patients who visited the dental clinic studied had not received an emotional approach, patient satisfaction with doctor performance and psychology for pediatric patients. The results of patient loyalty research show that not all patients have the habit of using these services