The Effect of Quality of Registration Services, General Examination, and Pharmacy Services on Patient Satisfaction and its Impact on Patient Loyalty at the Sumurgung Health Center, Tuban Regency

The aims of study were to analyze the effect of quality of registration services, quality of general examinations, and pharmaceutical services on patient satisfaction and loyalty at the Sumurgung Health Center, Tuban Regency. The approach or method used was a quantitative approach. The location of study were in the registration room, general examination room, and pharmacy room of the Sumurgung Health Center, located in Sumurgung Village, Palang District, Tuban Regency, East Java. The population were known to be 1576 so that the results of the sample calculation are 94.03 rounded up to 94 samples. The independent variables, namely the quality of registration services, the quality of general examinations, and the quality of drug services. The intervening variable was patient satisfaction, and the dependent variable was patient loyalty. The analysis method used the Method of Successive Interval (MSI) to transform data from an ordinal scale to an interval. The data analysis technique uses validity testing, reliability testing, path analysis, classical assumption testing and hypothesis testing. While the mediation test used a Sobel was a statistical method used to test the significance of indirect effects or mediation effects in mediation analysis. The result showed the quality of registration services and the quality of pharmacy services have a positive and significant effect on patient satisfaction. While the quality of general examinations does not have a positive and significant effect on patient satisfaction and patient loyalty. The quality of registration services, the quality of pharmacy services and patient satisfaction have a positive and significant effect on patient loyalty both directly and indirectly. While the quality of general examinations does not have a positive and significant effect on patient loyalty.