Hubungan Kualitas Asuhan Keperawatan dengan Loyalitas Pasien BPJS Kesehatan di Ruang Rawat Inap RSUD Kembangan
Keywords:
BPJS Health Insurance, Inpatient, Nursing Care Quality, Patient Loyalty, Patient SatisfactionAbstract
Background: Nursing care quality is a key indicator of hospital service quality and plays an important role in fostering patient loyalty. BPJS Health Insurance patients expect nursing care that is professional, responsive, communicative, and patient-centered. Objective: This study aimed to determine the relationship between nursing care quality and patient loyalty among BPJS Health Insurance inpatients at Kembangan Regional General Hospital. Methods: This quantitative study employed a cross-sectional design involving 181 BPJS Health Insurance inpatients selected using accidental sampling. Data were collected using the modified Patient Satisfaction with Nursing Care Quality Questionnaire (PSNCQQ) and the Patient Loyalty Questionnaire (PLQ). Data were analyzed using descriptive statistics and the Chi-square test with a significance level of α = 0.05. Findings: Most respondents perceived nursing care quality as high (57.5%) and demonstrated high patient loyalty (53.6%). A significant relationship was found between nursing care quality and patient loyalty (p < 0.001). The odds ratio was 4.591 (95% CI: 2.353–8.960), indicating that patients who perceived high-quality nursing care were 4.591 times more likely to demonstrate high loyalty than those who perceived low-quality nursing care. Implications: Nursing care quality was significantly associated with patient loyalty. Improving nursing care quality should remain a priority to enhance patient loyalty.
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