ANALISA KUALITAS PELAYANAN KLINIK CENDEKIA HUSADA SIDOARJO DALAM MEMPERTAHANKAN LOYALITAS PASIEN REHABILITASI ADIKSI NAPZA

Abstract

The purpose of this study was to find out and analyze the quality of services used to improve the quality
of services, to determine patient loyalty and actions taken by the Husada Sidoarjo Scholar Clinic in
increasing patient loyalty in the Husada Scholar Sidoarjo Clinic addiction. This research is a qualitative
research and involves data carried out by interview. Analytical data using interactive analysis models,
the data will be analyzed in three stages, namely data reduction, data presentation and drawing
conclusions. The results of the study showed that the quality of health services at the Scholar Husada
Sidoarjo Clinic had run well, in terms of human resources, sufficient funds, and facilities and
infrastructure that had met the needs. Loyalty of rehabilitation patients of Sidoarjo Husada Scholar
Clinic patients is still lacking, this is because many patients are less disciplined, less active in the
program, and less cooperative. Strategy Development of patient loyalty in Cendikia Husada Sidoarjo
Clinic is done by good communication with patients, giving the impression of a friendly officer, and
easy service procedures.
Keywords: service quality, strategy, patient loyalty.