Analisis Pengaruh Persepsi Pasien tentang Mutu Pelayanan Dokter Terhadap Loyalitas Pasien di Poliklinik Umum Instalasi Rawat Jalan Rumah Sakit Panti Wilasa Citarum Semarang Tahun 2008

Abstract

During the last 3 years, General Policlinic of Ambulatory Care RS Panti Wilasa Citarum (RSPWC) Semarang have been decreasing of amount patient and multi patient proportion. The aim of this research was to obtain description of medical service quality perception in General Policlinic, which includes: medical technique ability; attitude; forwarding of information; arrival punctuality; and counseling time availability, influence on patient loyalty. This observational research used a survey method with cross-sectional approach. Research instruments used quationnaires on 110 respondents which had been served by doctor in General Policlinic of Ambulatory Care RSPWC. Data were collected quantitatively and analysed with univariate, bivariate, and multivariate by logistic regression test in SPSS 11.5 The result shows that the most respondent are young adult age (63.6%), high school graduate (39.1%), working as employees in private sector (43.6%), and above of average income (51.8%). This result also shows that lower service quality on medical technique ability are 50.9%, attitude are 49.1%, forwarding of information are 53.6%, un-punctual arrival are 59.1%, and counseling time availability by doctor are 52.7% and the patient which less loyalty are 56.4%. The correlation analysis show that there are correlation between perception of medical technique ability (p=0.0001), attitude (p=0.0001), forwarding of information (p=0.0001), arrival punctuality (p=0.0001), counseling time availability (p=0.0001) with the patient loyalty. The analysis results show that perception of medical technique ability, attitude, forwarding of information, arrival punctuality and counseling time availability by doctor influence on patient loyalty. Sumber Utama : www.mikm.undip.ac.id