Quality of Perception Impact Analysis Patients Inpatient Services in the Pavilion Wijaya Kusuma of Loyalty in BP hospitals Salatiga

Abstract

Paradigm of a hospital management must be oriented to quality based on patients perception in order to support growth and development of a hospital in which its improvement can bring patients to be satisfied and put on loyalty. Aim of this research was to analyze the influence of patients perception about some factors of service quality viewed from aspects : efficacy, accessibility, effectiveness, amenities, technical competency, safety, interpersonal relationship, continuity of care, and timeless toward of patients at Wijaya Kusuma Pavilion of Salatiga Public Hospital. This was explanatory research using quantitative-qualitative method and cross sectional approach. Subjects were 4 heads of departments and 90 patients suffering chronic diseases. Data were collected by interview using questionnaires. Quantitative data were analyzed using Chi-Square test and Logistic Regression. Qualitative data were analyzed using Content Analysis. In term of the sample characteristics, most of the respondents are female (5,66%), and have greater than 30 years of age (79,3%) and high education (88,9%). Furthermore, they have income greater or equal to Rp 3.812.500,- (50,0%), and work in private sector (44,4%). Result of statistical analysis shows that factors of efficacy (P < 0,05), effectiveness (P < 0,01), technical competency (P < 0,01), and continuity of care (P < 0,05) influence loyalty of the patients. Sumber Utama : www.mikm.undip.ac.id