Peran Kepuasan Pasien sebagai Variabel Mediasi Pengaruh Mutu Pelayanan terhadap Loyalitas Pasien

2018 ◽  
Vol 2 (4) ◽  
pp. 543-552
Author(s):  
Ginka Vigaretha ◽  
Oktia Woro Kasmini Handayani
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Cross Sectional ◽  
Purposive Sampling ◽  
Outpatient Visits ◽  
Patient Loyalty ◽  
Customer Satisfaction Survey ◽  
Cross Sectional Design

Abstrak Cakupan kunjungan pasien rawat jalan di RSUD dr. Soediran Mangun Sumarso pada bulan Oktober tahun 2017 sebanyak 12.975 pasien, bulan November sebanyak 12.259 pasien, dan bulan Desember hanya 12.149 pasien. Hasil survei kepuasan pelanggan menunjukkan angka 75,08% (Kurang Baik). Tujuan dari penelitian ini adalah untuk mengetahui pengaruh antara mutu pelayanan terhadap loyalitas pasien, mutu pelayanan dengan kepuasan pasien, kepuasan pasien terhadap loyalitas pasien serta untuk mengetahui apakah kepuasan pasien dapat memediasi hubungan antara mutu pelayanan dengan loyalitas pasien. Penelitian dilakukan pada bulan Mei tahun 2018. Jenis penelitian ini adalah deskriptif analitik dengan rancangan studi cross sectional, dilengkapi kajian kuantitatif dengan wawancara menggunakan kuesioner. Sampel sebesar 106 orang dengan menggunakan teknik Purposive Sampling. Pengumpulan data menggunakan kuesioner. Metode analisis data menggunakan Uji Regresi Linier Berganda dan Analisis Jalur dengan menggunakan SPSS. Hasil penelitian menunjukkan ada pengaruh antara mutu pelayanan terhadap loyalitas (Sig.=0.020), mutu pelayanan terhadap kepuasan (Sig.=0,000), kepuasan terhadap loyalitas (Sig.=0,000) dan kepuasan dapat memediasi hubungan antara mutu pelayanan dengan loyalitas. (0,339>0,267).   Abstract Coverage of outpatient visits in hospitals dr. Soediran Mangun Sumarso in October 2017 are 12,975 patients, November are 12,259 patients, and December only 12,149 patients. The result of customer satisfaction survey showed 75.08% (Less Good). The purpose of this study was to determine the effect between service quality to patient loyalty, service quality to patient satisfaction, patient satisfaction to patient loyalty and to know whether patient satisfaction can mediate the relation between service quality to patient loyalty. This research was conducted in May 2018. The type of this research is descriptive analytical with cross sectional design, completed by quantitative analysis by interview using questionnaire. Number of samples of 106 respondents, the sampling technique is Purposive Sampling. Data was collected used is a questionnaire. Data analysis using Multiple Linear Regression and Path Analysis using SPSS. The result of research shows that there is influence between service quality to loyalty (Sig.=0,020), quality of service to satisfaction (Sig.=0,000), satisfaction to loyalty (Sig.=0.000) and satisfaction can mediate relationship between service quality and loyalty. (0.339>0.267).  

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

2020 ◽  
Vol 3 (2) ◽  
pp. 51-55
Author(s):  
Puryanti Puryanti ◽  
Muhadi Muhadi
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Outpatient Services ◽  
Cross Sectional ◽  
Patient Loyalty ◽  
Cross Sectional Design ◽  
Willingness To Use

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

scholarly journals Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital

2019 ◽  
pp. 97-105
Author(s):  
Randa Wula Isfan ◽  
Yulianti Fauziah
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Technological Development ◽  
Sampling Technique ◽  
Cross Sectional ◽  
Healthcare Facilities ◽  
Patient Loyalty ◽  
Hospital Patients ◽  
Fierce Competition

Hospital is one of the healthcare facilities, in the rapid technological development and increasingly fierce competition Hospital is required to continue to improve the quality of services that meet the needs of patients. This study aims to determine the effect of service quality on patient loyalty with patient satisfaction as mediation of hospitalized patients at Dewi Sartika Kendari General Hospital.The research method used was associative, with a cross-sectional design. Sampling technique used purposive sampling. Samples used were 83 respondents inpatients at Dewi Sartika Kendari General Hospital with data analysis using SPSS with path analysis method.The results showed that: a) Service quality had a positive and significant effect on patient satisfaction, the value of the effect was 0.583 and a significance of 0.000 <0.05. b) Quality of service does not have a positive and significant effect on patient loyalty, the value of the influence is 0.164 and the significance is 0.106> 0.05. c) Patient satisfaction has a positive and significant effect on patient loyalty, the value of the influence is 0.575 and a significance of 0.000 <0.05. d) Service quality has a positive and significant effect on patient loyalty with patient satisfaction as a mediating variable with a direct influence value of 0.164 <from the indirect effect value of 0.335

scholarly journals The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

2020 ◽  
Vol 10 (1) ◽  
pp. 1-12
Author(s):  
Dwi Sitti Oktania
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
General Hospital ◽  
Inpatient Care ◽  
Sampling Technique ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and  service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

scholarly journals The Relationship between Reliability, Responsiveness, and Empathy Aspects with Patient Satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital

2021 ◽  
Vol 6 (3) ◽  
pp. 99-105
Author(s):  
Daphne . ◽  
Ida Yustina ◽  
Deli Theo
Keyword(s):  
Patient Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Standard Of Living ◽  
Cross Sectional ◽  
Quality Health ◽  
Cross Sectional Design ◽  
Improve Service Quality ◽  
The Relationship

As people's standard of living increases, the demand for quality health also increases. Patient satisfaction is correlated with the quality of service in the hospital. By understanding the level of patient satisfaction, hospital management can learn and improve service quality. The study aims to determine the relationship between reliability, responsiveness, and empathy aspects with patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital. This research was an explanatory quantitative research with cross sectional design. The sample of this study amounted to 60 people and taken by accidental sampling technique. The data obtained through interviews using a questionnaire. The results showed that the level of patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital on reliability aspect was 63.3%, responsiveness aspect was 56.7% and empathy aspect was 81.7%. Based on the result of the research, the suggestion given to the service provider in this case Mitra Medika Amplas Hospital is to improve the performance of health service especially in Pharmacy Installation service by way of monitoring and evaluating periodically with the implementation of the service, evaluating and developing human resources, and infrastructure. Keywords: Reliability, Responsiveness, Empathy, Patient Satisfaction.

Kepemilikan Jaminan Kesehatan dengan Kepuasan Pasien di Puskesmas Jetis 1 Bantul, Yogyakarta

2019 ◽  
Vol 4 (2) ◽  
pp. 325
Author(s):  
Aprianus Umbu Zogara
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Insurance ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Chi Square ◽  
Cross Sectional ◽  
Cross Sectional Design ◽  
Chi Square Analysis

<p><em>Quality of service is an important thing that must be considered by every facility of health services in providing service to patients. Quality of service is closely linked with comprehensive and systematic services to provide excellent service without distinguishing any patients either public or health-care users. The purpose of this study to determine the relationship between the ownership of health insurance with patient satisfaction in Puskesmas Jetis 1 Bantul, Yogyakarta. This research is a quantitative research with cross- sectional design. Samples in this study were patients who came to visit or seek treatment and enrolled in Puskesmas Jetis 1 Bantul as many as 97 people taken by accidental sampling technique. Data were analyzed using chi-square analysis. The results showed most of the respondents who have collateral such as Askes, JKN, Jamkesda, and Jamkesmas (67%) were satisfied with the services provided. The result of chi-square correlation test shows that there is correlation between assurance ownership and patients satisfaction at Puskesmas Jetis 1 Bantul, Yogyakarta which is shown by Sig value. of 0.00 (Sig &lt;0.05). This study can be concluded that there is a significant relationship between guarantee ownership and patient satisfaction with the majority of patients who have more satisfied health insurance.</em></p><p><em><br /></em></p><p><em>Kualitas pelayanan merupakan suatu hal penting yang harus diperhatikan oleh setiap fasilitas pelayanan kesehatan dalam memberikan pelayanan terhadap pasien.Kualitas pelayanan berhubungan erat dengan pelayanan yang komprehensif dan sistematis untuk memberikan pelayan yang prima tanpa membedakan setiap pasien baik umum maupun pengguna jaminan kesehatan. Tujuan penelitian ini untuk mengetahui hubungan antara kepemilikan jaminan kesehatan dengan kepuasan pasien di Puskesmas Jetis 1 Bantul, Yogyakarta. Penelitian ini merupakan penelitian kuantitatif dengan desain cross-sectional. Sampel dalam penelitian ini adalah pasien yang datang berkunjung atau berobat dan terdaftar di Puskesmas Jetis 1 Bantul sebanyak 97 orang yang diambil dengan menggunakan teknik accidental sampling.Data dianalisis menggunakan analisis chi-square. Hasil penelitian menunjukkan sebagian besar responden yang memiliki jaminan seperti Askes, JKN, Jamkesda, dan Jamkesmas (67%) merasa puas dengan pelayanan yang diberikan. Hasil uji korelasi chi-square menunjukkan terdapat hubungan antara kepemilikan jaminan dengan kepuasan pasien di Puskesmas Jetis 1 Bantul, Yogyakarta yang ditunjukkan dengan nilai Sig. sebesar 0,00 (Sig &lt; 0,05). Penelitian ini dapat disimpulkan terdapat hubungan yang signifikan antara kepemilikan jaminan dengan kepuasan pasien dengan mayoritas pasien yang memiliki jaminan kesehatan yang lebih merasa puas.</em></p>

scholarly journals Hubungan Indeks Kepuasan Pasien tentang Mutu Pelayanan Dimensi Kehandalan dengan Minat Berobat Kembali di RSD Kalisat Kabupaten Jember

2018 ◽  
Vol 6 (2) ◽  
pp. 278
Author(s):  
Davina Amalia ◽  
Dwita Aryadina Rachmawati ◽  
Hairrudin Hairrudin
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Total Sample ◽  
Cross Sectional ◽  
Satisfaction Index ◽  
Patient Will ◽  
Quality Of Health Services ◽  
Cross Sectional Design

  RSD Kalisat is one of the hospital that is very concern with the quality of health services. The reliability of service quality is often perceived as the most important dimension for the customer. Quality of service is very influential on patient satisfaction. If the health care provided is good, then the patient will be satisfied and the possibility to reuse services in health care-related agencies will increase. The purpose of this study was to determine the correlation between patient satisfaction index in the reliability of service quality with utility at RSD Kalisat. This study used cross sectional design with total sample of 84 respondents. The instrument used was RSD Kalisat profile and questionnaire to determine patient satisfaction index in the reliability of service quality and statement for utility. The results of statistical test by Spearman's Rho showed a significance value (p=0.021) and the correlation coefficient (r =0.252). Thus, it can be concluded that there was a significant correlation between patient satisfaction index in the reliability of service quality with utility at RSD Kalisat Jember with a weak correlation.   Keywords: index satisfaction, reliability, service quality, utility  

scholarly journals HUBUNGAN PERILAKU CARING PERAWAT DENGAN TINGKAT KEPUASAN PASIEN DI RUMAH SAKIT PERMATA BUNDA MEDAN TAHUN 2019

2019 ◽  
Vol 2 (1) ◽  
pp. 162-169
Author(s):  
Sukma Yunita ◽  
Panri Hariadi
Keyword(s):  
Patient Satisfaction ◽  
General Hospital ◽  
Sampling Technique ◽  
Chi Square ◽  
Cross Sectional ◽  
Purposive Sampling ◽  
Caring Behavior ◽  
Nursing Services ◽  
Quality Of Nursing

Quality health services are services that can satisfy every service user, nurses in providing services are manifested in a caring attitude. Nurse caring behavior is one of the determinants of patient satisfaction. This type of research uses descriptive correlation and the design of this study uses a cross sectional design, the population in this study is all patients treated in the emerald II room as many as 420 people. The sampling technique was purposive sampling. Data analysis was performed by univariate and bivariate using chi square tests. The results of the study that the majority of caring behavior is always as many as 37 respondents (88.1%), the majority of patient satisfaction is very satisfied as many as 37 respondents (88.1%). Statistical test results with chi square obtained value of 0.000 <0.05 means that there is a relationship between caring behavior with the level of patient satisfaction at the Permata Bunda General Hospital in 2019. The conclusion of the study is the relationship between caring behavior with the level of patient satisfaction at the Permata Bunda General Hospital 2019. It is recommended for nurses to improve the quality of nursing service delivery of nursing services especially nurses caring behavior with patient satisfaction so that it can improve the quality of nursing services and the quality of the hospital is getting better.   Pelayanan kesehatan yang bermutu adalah pelayanan yang dapat memuaskan setiap pemakai jasa layanan, perawat dalam memberikan pelayanan diwujudkan dalam sikap caring.  Perilaku caring perawat merupakan salah faktor penentu kepuasan pasien. Jenis penelitian menggunakan deskriptif korelasi dan desain penelitian ini menggunakan desain cross sectional, populasi dalam penelitian ini adalah seluruh pasien yang dirawat di ruang zamrud II inap sebanyak 420 orang. Teknik pengambilan sampel dengan purposive sampling. Analisa data dilakukan dengan univariat dan bivariat menggunakan uji chi square. Hasil penelitian bahwa perilaku caring mayoritas selalu sebanyak 37 responden (88,1 %), kepuasan pasien mayoritas sangat puas sebanyak 37 responden (88,1 %). Hasil uji statistik dengan chi square diperoleh nilai value sebesar 0.000 < 0,05 artinya terdapat Hubungan perilaku caring dengan tingkat kepuasan pasien di Rumah Sakit Umum Permata Bunda tahun 2019. Kesimpulan penelitian terdapat Hubungan perilaku caring dengan tingkat kepuasan pasien di Rumah Sakit Umum Permata Bunda Tahun 2019. Disarankan untuk perawat untuk meningkatkan kualitas dalam pemberian pelayanan keperawatan pemberian pelayanan keperawatan khususnya perilaku caring perawat dengan kepuasan pasien sehingga dapat meningkatkan mutu pelayanan keperawatan serta kualitas Rumah Sakit semakin baik.

scholarly journals Analisis Kepuasan Pasien Terhadap Kualitas Layanan Poli Gigi di Rumah Sakit Banyumanik Semarang

2019 ◽  
Vol 7 (1) ◽  
pp. 24-29
Author(s):  
Aulia Ika Pratiwi ◽  
Bagoes Widjanarko ◽  
Sutopo Patria Jati
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Medical Records ◽  
Outpatient Care ◽  
Quantitative Research ◽  
Outpatient Services ◽  
Cross Sectional ◽  
Number Of Visits ◽  
Cross Sectional Design

Based on the medical records of the Banyumanik Hospital, the number of visits in the Banyumanik Hospital dental clinic in 2015 was 766 patients (90%), increasing in 2016 to 781 (91%), but decreased in 2017 to 724 patients (85%) one factor the cause is the quality of service. This study aimed  to analyze the effect of quality outpatient services on patient satisfaction in dental polyclinics in hospitals. Banyumanik Semarang. This was quantitative research with cross sectional design. The number of samples in this study were 54 respondents. Research variables were 5 dimensions of service quality. The results of the study showed the dimensions of the quality of outpatient care in dental poly: Real Evidence had a poor result of 68.5, reliability had poor results of 32 respondents 59.3%, poor responsiveness 40.7%, poor guarantees 59.3%, poor empathy at 55.6%, and less patient satisfaction at 44.4%. In the results of multivariate analysis that the responsiveness variable has the highest significance of 0.039 with the value of Exp (B) 4,566. The conclusion of this study was that the dimensions of service quality namely Real Evidence, Responsiveness, and Empathy affect patient satisfaction, while the guarantee does not affect the satisfaction of outpatients in the Dental Polyclinic Hospital. Banyumanik Semarang.  

scholarly journals RELATIONS BETWEEN THE QUALITY OF HEALTH SERVICES WITH OUTPATIENT LOYALTY IN POLY OBGYN RSIA ERIA PEKANBARU IN 2016

1930 ◽  
Vol 7 (02) ◽  
pp. 61-68
Author(s):  
Leon Candra ◽  
Rosi Hairati
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Bivariate Analysis ◽  
Measuring Instruments ◽  
P Value ◽  
Chi Square ◽  
Cross Sectional ◽  
Patient Loyalty ◽  
Cross Sectional Design ◽  
Improve Service Quality

Customer loyalty is a person who buys, especially purchase regularly and repeat edly (Hassan, 2008). The purpose of this study is whet her there is a relationship of health service quality and out patient loyalty of poly OBGYN in RSIA Eria Bunda Pekanbaru 2016. This research method is quantitative analytic observational using cross-sectional design, respondents were out patients of poly OBGYN RSIA Eria Bunda Pekanbaru. The study sample as many as 97 out patients. The sampling technique is purposive sampling. The analysisis univariate and bivariate analysis using Chi-square, measuring instruments used were question naires and computerized data processing. The results showed anassociation between tangibles (p value = 0.046 and POR = 2.9), reliability (p value = 0.007, and POR = 4) and empathy (p value = 0.031, and POR = 3.4) with patient loyalty in the Poly Obgyn RSIA Eria Bunda Pekanbaru. The absence of a relationship between responsiveness (p value = 0.079, and POR = 0.3) and assurance (p value = 0.593, and POR = 1.4) with patient loyalty in the Poli OBGYN RSIA Eria Bunda Pekanbaru. Suggested for RSIA Eria Bunda Pekanbaru need to do the training, disseminating feed back, criticisms, and suggestions of the patien/family and need to think about how to suppress deficiencies in service, equipment (tangible ) to improve service quality, and human resources, that are expected to display the superior it service.

scholarly journals Effect Between Quality of Nursing Service on Inpatient’s Loyalty and Satisfaction in dr. Soepraoen Army Hospital Malang

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Ni Luh Putu Suardini Yudhawati
Keyword(s):  
Patient Satisfaction ◽  
Data Analysis ◽  
Service Quality ◽  
P Value ◽  
Cross Sectional ◽  
Army Hospital ◽  
Nursing Services ◽  
Patient Loyalty ◽  
Quality Of Nursing

The dimensions of service quality are factors that can affect the competitiveness and success of hospitals. In addition, the increasing competition between hospitals has led to the fact that each hospital can pay more attention to increasing patient satisfaction through the provision of quality services. Nursing services also greatly affect the level of patient loyalty. The purpose in this study was to determine the effect of the quality of nursing services on inpatient’s loyalty and satisfaction in dr. Soepraoen Army Hospital Malang. Design of this study is quantitative with a cross sectional approach. The data analysis technique used is path analysis using the value α of 0.05. The sample in this study were 268 respondents. The results of the data analysis showed that the quality of nursing services had a significant effect on patient satisfaction as indicated by the p-value of 0.000 and the coefficient (beta) of 0.948. Satisfaction has a significant effect as indicated by the p-value of 0.000 and the coefficient (beta) of 0.691. Besides that service quality has a significant influence on patient loyalty as indicated by the p-value of 0.000 and the coefficient (beta) of 0.270, and based on indirect effects obtained by the coefficient (beta) 0.065. The conclusion of the study shows that the quality of nursing services has an influence on patient satisfaction, the quality of Nursing Services has an influence on patient loyalty, and the quality of nursing services has an influence on inpatient loyalty and satisfaction at the dr. Soepraoen Army Hospital Malang.  

Sign in / Sign up

Export Citation Format

Share Document