Analysis of the association between patients perception on service quality and the willingness to revisit the outpatient Unit at Pandanaran Health Center in Semarang City

Abstract

The number of patients who visited Outpatient Unit at Pandanaran Health Center in Semarang City has increased since 2002. Nevertheless, the number of old patients who paid services from their pockets in the last three years had decreased. This situation showed that the willingness to revisit outpatient clinic at Pandanaran Health Center was low. Therefore, it is important to analyze the patients’ perception on service quality. The aim of this research was to analyze the association between patients’ perception on service quality and the willingness to revisit outpatient unit at Pandanaran Health Center in Semarang City. This study was an observational research with survey and a cross-Sectional approach. Interviews with structured questionnaires were used to collect data from 100 respondents who were patients at Outpatient Unit at Pandanaran Health Center. Data were analyzed by Chi-Square tests. The result of this study showed that most of the respondents were female (63%), older than 30 years old (61%), worked as private employee (32%), graduated from Junior High School (34%), had good perception on reliability (50%), had bad perception on Responsiveness (52%), on Assurance (55%), on empathy (57%), on Tangible (56%), and did not want to revisit Outpatient Unit (52%). Variables, which had significant association to willingness to revisit Outpatient Unit at Pandanaran Health Center were Reliability (p=0.003), Responsiveness (p=0.0001), Assurance (p=0.0001), Empathy (p=0.0001), and Tangible (p=0.003). Sumber Utama : www.mikm.undip.ac.id