Record Details

Analisis Pengaruh Kualitas Pelayanan terhadap Tingkat Loyalitas Pasien Rawat Jalan di RS. Surabaya

AT-TUHFAH: JURNAL STUDI KEISLAMAN

View Archive Info
 
 
Field Value
 
Title Analisis Pengaruh Kualitas Pelayanan terhadap Tingkat Loyalitas Pasien Rawat Jalan di RS. Surabaya
Analysis of the Effect of Service Quality on the Level of Outpatient Loyalty in Hospitals. X Surabaya
 
Creator Puryanti, Puryanti
Muhadi, Muhadi
 
Description AbstrakJumlah kunjungan pasien rawat jalan merupakan salah satu indikator kinerja pelayanan rawat jalan di rumah. Jumlah kunjungan pasien rawat jalan di Rumah Sakit X selama tiga tahun terakhir  tahun 2016-2018 mengalami penurunan sebesar 10%. Tujuan penelitian ini untuk menganalisis pengaruh kualitas pelayanan rawat jalan terhadap tingkat loyalitas pasien rawat jalan di Rumah Sakit X. Jenis penelitian ini penelitian diskriptif analitik dengan rancang bangun penelitian cross sectional. Sampel penelitian ini adalah pasien rawat jalan sebesar 36 sampel dengan teknik accidental sampling. Analisis data menggunakan uji regresi linear berganda. Hasil penelitian  menujukkan bahwa kualitas pelayanan dokter, perawat, petugas pendaftaran sudah baik (mean ≥ 3,00). Kualitas sarana prasarana kurang baik (mean < 3,00). Tingkat loyalitas pasien berada pada level kesediaan untuk menggunakan kembali dan belum sampai pada level advocacy. Hasil uji regresi linier berganda menunjukkan kualitas pelayanan dokter dan petugas pendaftaran berpengaruh terhadap tingkat loyalitas pasien. Kualitas pelayanan perawat dan sarana prasarana tidak berpengaruh terhadap tingkat loyalitas pasien. Kesimpulan penelitian ini adalah  secara keseluruhan kualitas pelayanan berpengaruh terhadap tingkat loyalitas pasien.  Kata kunci : kualitas, pelayanan, loyalitas, pasien AbstractThe number of outpatient visits is one indicator of the performance of outpatient services in hospitals. The number of outpatient visit at Hospital X during the last three years in 2016 – 2018 increased a decrease of 10%. The purpose of this study was to analyze the influence of the quality of outpatient services on the level of outpatient loyalty at Hospital X. This was descriptive analytics research with cross-sectional design. The sample of this study was outpatients for 36 samples with accidental sampling technique. Data analysis uses multiple linear regression test. The result showed that the quality of the services of doctors, nurses, registration officers was good (mean ≥ 3,00). The quality of infrastructure is poor (mean < 3,00). The level of patient loyalty is at the level of willingness to use again and has not yet reached the level of advocacy. The results of multiple linear regression tests indicate the quality of the services of doctor and registration officers affect the level of patient loyalty. The quality of nurse services and facility does not affect the level of patient loyalty. The conclusion  of this study is that overall service quality affects the level of patient loyalty.Keywords : service, quality, loyalty, patients
AbstractThe number of outpatient visits is one indicator of the performance of outpatient services in hospitals. The number of outpatient visit at Hospital X during the last three years in 2016 – 2018 increased a decrease of 10%. The purpose of this study was to analyze the influence of the quality of outpatient services on the level of outpatient loyalty at Hospital X. This was discriptive analytics research with cross-sectional design. The population were Outpatient at Hospital X, Surabaya. The sample was 36 participants which were chosen by accidental sampling. Data analysis techniques using the multiple linear regression tests. The result showed that the quality of the services of doctors, nurses, registration officers at outpatient Hospital X is good with a mean value ≥ 3,00. The quality of facility in outpatient Hospital X is considered to be poor with a mean value < 3,00. The level of patient loyalty is still in the willingness to reuse outpatient services. The level of patient loyalty has not yet to the willingness to recommend to others. The results of multiple linear regression tests indicate the quality of the services of doctor and registration officers affect the level of patient loyalty. The quality of nurse services and facility does not affect the level of patient loyalty. The conclusion  in this study is that overall service quality has an influence on the level of loyalty with a significance of 0,000.Keywords : service, quality, loyalty, patients
 
Publisher STIKes Hafshawaty Pesantren Zainul Hasan Probolinggo
 
Contributor —
—
 
Date 2020-03-14
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ojshafshawaty.ac.id/index.php/jikes/article/view/143
10.33006/ji-kes.v3i2.143
 
Source JI-KES (Jurnal Ilmu Kesehatan); Vol 3, No 2 (2020): JI-KES (Jurnal Ilmu Kesehatan); 51-55
2579-7913
10.33006/ji-kes.v3i2
 
Language eng
 
Relation https://ojshafshawaty.ac.id/index.php/jikes/article/view/143/pdf
 
Rights Copyright (c) 2020 JI-KES (Jurnal Ilmu Kesehatan)
https://creativecommons.org/licenses/by-nc-sa/4.0