The Impact Of Service Quality And Patient Satisfaction On Patient Loyalty In Outpatient Installations In Rsud Kaur Bengkulu In 2024
Keywords:
Service Quality, Satisfation, LoyaltyAbstract
Hospitals in Indonesia are currently making various efforts to grow and maintain customer loyalty by improving service quality and customer satisfaction. This research aims to determine the impact of service quality using a business process and internal Balanced Scorecard perspective and patient satisfaction on patient loyalty in the outpatient installation at Kaur Hospital Bengkulu in 2024. This research uses mixed-method research using Convergent Mixed Methods Design, which was carried out from January to July 2024. The results of the univariate test analysis showed that almost all respondents stated that the quality of service was good, almost all respondents stated that the waiting time for outpatient care, doctors providing services, service availability and service opening hours were up to standard. The majority of respondents stated that they were satisfied with the service, almost all respondents stated that they were satisfied with the type of service available at the hospital, almost all respondents stated that the service was easy, almost all respondents stated that the service time was fast, almost all respondents stated that the costs or rates were according to standard/reasonable , almost all respondents stated that they were satisfied with the service product, almost all respondents stated that the competence was competent, almost all respondents stated that they were satisfied with the behavior of the officers, almost all respondents stated that they were satisfied with the available infrastructure, and almost all respondents stated that the handling of complaints was good. The bivariate test results showed that the type of service, ease of service, service time, costs or rates, service products, competence, staff behavior and infrastructure had an impact on patient loyalty. Multivariate test results showed that service time had the most dominant impact on patient loyalty in the Outpatient Installation at Kaur Regional Hospital, Bengkulu. The informant mapping model based on the Net Promoter Score (NPS) found that almost all customers were in the Promoter customer category.Researchers suggest that Kaur Bengkulu Regional Hospital can improve the quality of service and patient satisfaction for patients in the Outpatient Installation thereby increasing patient loyalty.
References
Afrizal, & Suhardi. (2020). Pengaruh Kualitas Pelayanan, Citra Rumah Sakit, dan Kepercayaan terhadap Kepuasan Pasien dan Implikasinya Pada Loyalitas Pasien. 70–86.
Anfal, A. (2020). Pengaruh Kualitas Pelayanan Dan Citra Rumah Sakit Terhadap Tingkat Kepuasan Pasien Rawat Inap Rumah Sakit Umum Sundari Medan Tahun 2018. Excellent Midwifery Journal, 3(2), 1–19. https://doi.org/10.55541/emj.v3i2.130
Badan Pusat Statistik Provinsi Bengkulu. (2022). Data Statistik Provinsi Bengkulu (p. 1).
Fitri, A., Najmah, N., & Ainy, A. (2020). Hubungan Kualitas Pelayanan dengan Loyalitas Pasien di Instalasi Rawat Jalan Rumah Sakit Khusus Mata Provinsi Sumatera Selatan. Jurnal Ilmu Kesehatan Masyarakat, 7(1), 22–31. https://doi.org/10.26553/jikm.2016.7.1.22-31
Fitriana, I. F., Ahri, R. A., & Muchlis, N. (2022). Pengaruh Kompetensi, Motivasi dan Kualitas Pelayanan Kesehatan terhadap Minat Kembali Pasien di RSUD Labuang Baji Makassar. Journal of Muslim Community Health (JMCH) 2022, 3(3), 29–37.
Herman, Kamase, J., Nujum, S., & Dewi, R. (2022). Pengaruh Kualitas Layanan, Perbaikan Layanan Dan Harga Terhadap Kepuasan Dan Loyalitas Pasien Rawat Inap Di Rumah Sakit Umum Daerah Batara Siang Kabupaten Pangkep. Jurnal Ekonomi Global, 1(1), 185–199.
Kemenkes RI. (2020). Permenkes No 3 Tahun 2020 Tentang Klasifikasi dan Perizinan Rumah Sakit. Tentang Klasifikasi Dan Perizinan Rumah Sakit, 3, 1–80.
Kurniawan, Y., Winoto Tj, H., & Fushen. (2022). Pengaruh Kualitas Layanan Dan Penanganan Keluhan Terhadap Loyalitas. Jurnal Manajemen Dan Administrasi Rumah Sakit Indonesia (MARSI), Vol. 6 No(1), 74–85.
Mahyardiani, R. R., Hartoyo, H., & Krisnatuti, D. (2020). Menguji Kepuasan Dan Loyalitas Pasien RSIA Budi Kemuliaan Menggunakan Bauran Pemasaran. Jurnal Aplikasi Bisnis Dan Manajemen, 6(1), 1–13. https://doi.org/10.17358/jabm.6.1.1
Meilinda, M., Budiharto, B., & Franky, F. (2023). Pengaruh Pelayanan, Lokasi, Dan Tarif Terhadap Loyalitas Pasien Di Rumah Sakit Gigi Dan Mulut Universitas Prof. Dr. Moestopo Beragama. … : Journal Of Social Science …, 3, 2261–2272.
Novita, S., Asiran, N., & Nurdin. (2022). Persepsi Pasien Terhadap Mutu Pelayanan Rawat Jalan Di Rsud Sungai Dareh Kabupaten Dharmasraya Tahun 2022. Human Care Journal, 7(3), 640. https://doi.org/10.32883/hcj.v7i3.1697
Sari, M. R., Ardiwirastuti, I., & Harviandani, B. S. (2020). Hubungan Kepuasan Pasien dengan Loyalitas Pasien di RSGM IIK Bhakti Wiyata Kediri. Jurnal Wiyata: Penelitian Sains Dan Kesehatan, 7(1), 56–61.
Sary, W. I., Rusyidi, A. R., & Baharuddin, A. (2023). Pengaruh Hubungan Bauran Pemasaran Terhadap Kunjungan Ulang Pasien Rawat Jalan di RSUD Regional Provinsi Sulawesi Barat. Journal of Muslim Community Health (JMCH) 2023, 4(2), 15–29.
Situmorang, N. I. P., Simanjorang, A., & Asriwati. (2020). Analisis Hubungan Kualitas Pelayanan Dokter Terhadap Loyalitas Pasien Di Rumah Sakit Haji Medan. Jurnal Kedokteran STM (Sains Dan Teknologi Medik), 3(1), 16–24. https://doi.org/10.30743/stm.v3i1.18
Suryandartiwi, W. (2020). Pengaruh Complaint Handling Terhadap Patient Loyalty Melalui Satisfaction Complaint Handling Di Rumah Sakit Penyelenggara Bpjs Yogyakarta. Journal of Hospital Administration and Management, 1(1), 25–37. https://doi.org/10.54973/jham.v1i1.52
Wahyudi, T., Yusuf, Y., & Cerlly, J. (2023). Pengaruh Manajemen Complain Terhadap Loyalitas di Moderasi dengan Kepuasan di RSUD Haji Makassar. 6, 1–23.
Wildani, H., Badiran, M., & Hadi, A. J. (2020). Hubungan Kualitas Pelayanan Kesehatan Rawat Jalan Dengan Tingkat Kepuasan Pasien Peserta Jaminan Kesehatan Nasional Di Rsu Muhammadiyah Sumatera Utara. Jurnal Komunitas Kesehatan Masyarakat, 1(2), 7–21. https://doi.org/10.36090/jkkm.v1i2.581
Wiratman, A. P., Ahri, R. A., & Muchlis, N. (2023). Pengaruh Bauran Pemasaran Terhadap Kepuasan Pasien Di Unit Rawat Inap Rsup Dr. Tadjuddin Chalid. Window of Public Health Journal, 71(3), 143–148.
