HUBUNGAN PERSEPSI PASIEN TENTANG MUTU PELAYANAN DENGAN MINAT KUNJUNGAN ULANG PASIEN RAWAT JALAN RIS HOSPITAL 2021

Abstract

ABSTRAK

Ditengah pertumbuhan dan persaingan rumah sakit, Rumah Indonesia Sehat Hospital terdapat ulasan yang kurang memuaskan meskipun kunjungannya meningkat. Penelitian ini dilakukan untuk mengetahui hubungan dari persepsi pasien tentang mutu pelayanan dengan minat kunjungan ulang pasien rawat jalan di RIS Hospital. Penelitian ini merupakan penelitian kuantitatif dengan jumlah sampel 193 pasien rawat jalan, penelitian ini menggunakan desain cross-sectional. Hasil analisis menunjukkan terdapat hubungan mutu pelayanan kehandalan (p=0,003) dan bukti fisik (p=0,00) dengan minat kunjungan ulang pasien rawat jalan. Sedangkan karakteristik responden seperti umur (p=0,39), jenis kelamin (p=0,23), pendidikan (p=0,38), pekerjaan (p=0,30), dan variabel persepsi tentang mutu pelayanan daya tanggap (p=0,06), jaminan (p=0,38), serta empati (p=0,112) tidak memiliki hubungan dengan minat kunjungan ulang pasien rawat jalan. Untuk itu, RIS Hospital perlu meningkatkan mutu pelayanan.

Kata Kunci: Mutu Pelayanan, Persepsi Pasien, Kunjungan Ulang.

ABSTRACT

In the midst of hospital growth and competition, Rumah Indonesia Sehat Hospital received unsatisfactory reviews despite of its increasing visits. This study was conducted to determine the relationship between the patient's perception of the quality of service and the interest in outpatient re-visits at RIS Hospital. This research was quantitative research with 193 outpatients in 2021 were used as samples, and cross-sectional design. The results showed that there was a relationship between service quality, reliability (p=0.003), and physical evidence (p = 0.00) with interest in outpatient re-visits. While the characteristics of respondents such as age (p=0.39), gender (p=0.23), education (p=0.38), occupation (p=0.30), and the variable perception of service quality responsiveness (p=0 .06), assurance (p=0.38), and empathy (p=0.112) had no relationship with the interest in outpatient re-visit. For this reason, RIS Hospital needs to improve their quality of service.

Keywords: Quality of Service, Patient Perception, Repeat Visits