Abstract:
ABSTRACT
Health services in Indonesia at this time there's also a weakness that can not meet the expected quality of the community. Quality of service is a major factor affecting the level of loyalty of patients, where the quality of these services will be assessed by the patient. Based on a preliminary study data showed fluctuations in patient visits in 2011 to 2014. This study aims to determine the relationship of the quality of antenatal care with the patient's level of loyalty. The method used is an analytical survey. The population in this study were pregnant women who numbered 98 people. The sampling technique used purposive sampling. Data obtained by distributing questionnaires. Univariate analysis to look at the frequency distribution. Results showed the level of loyalty of patients in the aspect of reliability as much as 22 (55%) of pregnant women loyal, in the aspect of responsiveness 6 (54.5%) of pregnant women loyal, in the aspect of guarantees 15 (48.4%) of pregnant women loyal, in the aspect of empathy 21 (58.3%) of pregnant women loyal and in the aspect of physical evidence 13 (46.4%) of pregnant women loyal. Recommended to the hospital to make training and improving the quality of service on the aspects of reliability, assurance, empathy, and tangibles.
Keywords: Antenatal, Level of Loyalty, Quality of Service
