Hubungan Persepsi Pasien Tentang Kualitas Pelayanan dengan Minat Kunjungan Ulang di RSIA Cempaka Az – Zahra Kota Banda Aceh
DOI:
https://doi.org/10.33143/jhtm.v9i2.3528Abstrak
Rumah Sakit adalah sebuah institusi yang melaksanakan Upaya pelayanan Kesehatan secara berdaya guna dan berhasil guna dengan mengutamakan penyembuhan dan pemulihan yang dilaksanakan secara serasi dan terpadu dengan peningkatan dan pencegahan serta pelaksanaan Upaya rujukan. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pelanggan yang akhirnya akan menggunakan Kembali layanan dan merekomendasikan pelayanan tersebut kepada orang di sekitarnya. Pelayanan yang baik dan berkualitas akses akhirnya akan meningkatkan jkumlah pendapatan rumah sakit. Minat kunjungan ulang merupakan perilaku yang muncul sebagai respon terhadap pelayanan yang menunjukkan keinginan pelanggan untuk mendapatkan Kembali pelayanan yang telah diperoleh sebelumnya. Tujuan Penelitian : Untuk mengetahui hubungan persepsi pasien terhadap kualitas pelayanan terhadap minat kunjungan ulang di RSIA Cempaka Az – Zahra Kota Banda Aceh. Metode Penelitian : Metode Penelitian ini bersifat analitik dengan menggunakan pendekatan Cross Sectional. Penelitian dilakukan pada bulan Maret sampai dengan bulan Mei 2023 di RSIA Cempaka Az – Zahra Kota Banda Aceh dengan jumlah sampel 35 orang. Instrument penelitian berupa Kuesioner. Analisa data menggunakan univariat dan bivariat dengan program statistik SPSS. Hasil penelitian : Hasil uji statistik didapatkan persepsi pasien tentang kualitas pelayanan terhadap minat kunjungan ulang Chi Square di peroleh nilai p Value = 0,005 (P<0,05), artinya terdapat hubungan antara persepsi pasien tentang kualitas pelayanan dengan minat kunjungan lang. Kesimpulan : Pasien yang berobat di poli Obgyn RSIA Cempaka Az – Zahra memiliki persepsi tentang kualitas pelayanan yang baik sehingga terdapat pasien dengan minat kunjungan ulang sebesar 82,9% Saran : Diharapkan kepada RSIA Cempaka Az – Zahra dapat mempertahankan dan meningkatkan kualitas pelayanan terutama pada ketepatan waktu dokter dating sehingga pasien tidak menunggu terlalu lama.
Kata Kunci: kualitas pelayanan, kunjungan ulang, persepsi
A hospital is an institution that carries out health service efforts in an efficient and effective manner by prioritizing healing and recovery which are carried out in a harmonious and integrated manner with improvement and prevention as well as the implementation of referral efforts. Good service quality will provide satisfaction to customers who will ultimately use the service again and recommend the service to people around them. Good service and quality access will ultimately increase the hospital's income. Intention to revisit is a behavior that appears as a response to service which shows the customer's desire to get back the service they received previously. Research Objective: To determine the relationship between patient perceptions of service quality and interest in repeat visits at RSIA Cempaka Az – Zahra, Banda Aceh City. Research Method: This research method is analytical using a cross sectional approach. The research was conducted from March to May 2023 at RSIA Cempaka Az – Zahra, Banda Aceh City with a sample size of 35 people. The research instrument is a questionnaire. Data analysis used univariate and bivariate with the SPSS statistical program. Research results: The results of statistical tests showed that patient perceptions about service quality and interest in repeat visits obtained a Chi Square value of p value = 0.005 (P<0.05), meaning that there was a relationship between patient perceptions about service quality and interest in repeat visits. Conclusion: Patients who seek treatment at the RSIA Cempaka Az – Zahra Obgyn polyclinic have a good perception of the quality of service so that there are patients with an interest in repeat visits of 82.9%. Suggestion: It is hoped that RSIA Cempaka Az – Zahra can maintain and improve the quality of service, especially accuracy when the doctor arrives so that the patient does not wait too long.
Keywords: service quality, repeat visits, perception
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