PATIENTS PERCEPTION FACTORS TO SERVICE QUALITY ON INPATIENT CARE AND THE RELATIONSHIP WITH THE WILLINGNESS TO REVISIT FOR SERVICE IN DOCTOR RADEN SOEDJATI DISTRICT HOSPITAL OF PURWODADI

Abstract

Doctor Raden Soedjati District Hospital of Purwodadi belongs to District Government of Grobogan, that have been accreditated by Ministry of Health in Republic of Indonesia on five services in 1998. In the last few year, there were decreased amount of inpatient and the treatment day, both total patient and also paying patient. There were patients giving critic in suggestion box, and some patients perceived quality of service on inpatient caring unfavourable. The Hospital needed to recognize its consumer, as based to build long-relationship. This research’ aim was to know patient’s perception to service quality on inpatient caring, including perception to service quality on admission, doctor, nurse, means and environment; and the rellationship with willingness to revisit for service. This research was observasional research with survey, using quantitative method with cross sectional approach. Population was paying inpatient on June 2006. The number of sample was 80 persons, with proportional random sampling. To equip this research, indepth interviews was done with 5 persons; managers and services staff in the hospital. Data analysis used univariate, bivariat by Chi-Square, and content analysis for indepth interviews. The result of this research shows that most of respondents are inpatients of hospital through emergency care unit, they are low education, working on the non formal sector, earn between Rp 500.000,00 to Rp 1.000.000,00; and the main source of payment to care by themselves. Most of respondens have good enough perception to various factors of service quality on inpatient care. There are relationship pattern; respondents who have good perception on service quality, have the willingness to revisit for service, and conversely. Perseption to service quality on inpatient care, has the significant relationship with willingness to revisit for service; they are perception to service quality of admission (p=0,0001), doctor (p=0,0001), nurse (p=0,0001), means (p=0,0001), and environment (p=0,0001). Sumber Utama : www.mikm.undip.ac.id