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This study examines factors affecting service quality, patient satisfaction, and loyalty at Puskesmas XYZ, using Structural Equation Modeling (SEM) on data from 108 respondents. The results pinpoint doctor-patient interaction as crucial for service quality (loading factor 0.732), satisfaction (0.692), and loyalty (0.758). Suggestions include improving queue management, proposing a web-based system for efficiency. Future research can expand service quality variables for broader impact assessment. Highlight: Key Findings: Doctor interaction highly impacts patient loyalty and satisfaction. Recommendation: Implement web-based queue management for improved healthcare service. Future Research: Expand service quality variables for a broader patient assessment. Keyword: Service Quality, Patient Satisfaction, Loyalty, Structural Equation Modeling (SEM), Queue Management
Firdaus et al. (2024) studied this question.