THE RELATIONSHIP BETWEEN SERVICE QUALITY STRATEGIES IN THE CUSTOMER EXPERIENCE OF GENERAL OUTPATIENT CLINIC PATIENTS AND THEIR INTEREST IN RETURN VISITS AT THE SAWAH BESAR COMMUNITY HEALTH CENTER IN 2026
DOI:
https://doi.org/10.61677/jth.v4i2.1062Keywords:
Quality of service, customer experience, repeat visits, healthcare services, health center.Abstract
Service quality is one of the key factors in shaping the customer experience and increasing patients’ willingness to return. The purpose of this study was to determine the relationship between the dimensions of service quality technical competence, comfort, information, timeliness, and interpersonal relationships and patients’ willingness to return to the Sawah Besar Community Health Center in 2026. This study employed a quantitative method with a cross-sectional design. The sampling technique used was purposive sampling, with a sample size of 106 respondents. Data were collected via a questionnaire and analyzed using univariate and bivariate analyses with Spearman’s rank correlation. The results indicate a significant relationship between service quality and patients’ willingness to return (p < .001), as well as within the service quality dimensions of technical competence (p < .001), comfort (p < .001), information (p < .001), timeliness (p < .001), and interpersonal relationships (p < .001). Thus, the better the quality of service provided to patients and the more positive the experience for patients the higher the patients’ willingness to return to utilize health services. Therefore, community health centers are expected to consistently maintain and improve service quality in order to increase patients’ willingness to return to health care facilities.
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