Kualitas Pelayanan Berpengaruh terhadap Loyalitas Pasien Rumah Sakit

Abstract

Banyaknya rumah sakit di Indonesia menimbulkan persaingan ketat sehingga perlu memberikan pelayanan kesehatan yang berkualitas. Kualitas menciptakan persepsi positif pasien terhadap rumah sakit sehingga menghasilkan kepuasan serta loyalitas pasien. Tujuan penelitian ini mengetahui pengaruh kualitas pelayanan terhadap loyalitas pasien. Penelitian dilakukan tahun 2011 di Poliklinik Rumah Sakit X Bandung. Metode penelitian ini adalah deskriptif analitik menggunakan desain cross sectional terhadap sampel 100 orang. Teknik pengambilan sampel adalah consecutive sampling. Variabel bebas, yaitu kualitas pelayanan dengan dimensi keandalan, ketanggapan, jaminan, empati, dan bukti fisik, sedangkan variabel terikat adalah loyalitas pasien. Instrumen penelitian ini adalah kuesioner yang telah diuji validitas dan realibilitasnya. Penelitian ini menggunakan uji parsial (uji t), uji serempak (uji f), dan uji koefisien determinasi (R²). Hasil uji t dimensi keandalan, ketanggapan, jaminan, dan empati diperoleh tingkat signifikansi = 0,000; sedangkan berwujud = 0,027, α = 5%, berarti kelima dimensi secara parsial berpengaruh signifikan terhadap loyalitas pasien. Hasil uji f diperoleh tingkat signifikansi = 0,000, α = 5%, berarti kelima dimensi secara bersama-sama berpengaruh signifikan terhadap loyalitas pasien. Hasil uji koefisien determinasi diperoleh nilai R² = 0,855, berarti kontribusi kualitas pelayanan terhadap loyalitas sebesar 85,5%. Faktor penentu loyalitas pasien adalah kualitas pelayanan, input, dan hasil pelayanan yang diberikan kepada pasien. Simpulan kualitas pelayangan berpengaruh terhadap loyalitas pasien.

THE QUALITY OF SERVICE INFLUENCES THE LOYALTY OF HOSPITAL PATIENTS 

A large number of hospitals in Indonesia cause fierce competition, so it is necessary to provide quality health services. Quality creates a positive perception of patients towards hospitals that results in patient satisfaction and loyalty. The purpose of this study was to determine the effect of service quality on patient loyalty. The study was conducted at the X Polyclinic Hospital in Bandung. The method of this research is descriptive analytic, using a cross sectional design, a sample of 100 people. The sampling technique was consecutive sampling. The independent variable was the quality of service with dimensions of reliability, responsiveness, assurance, empathy, and tangibles, while the dependent variable was patient loyalty. The instrument of this research is a questionnaire that has been tested for validity and reliability. This study used a partial test (t test), simultaneous test (f test), and coefficient of determination test (R2). The t test result of reliability, responsiveness, assurance, and empathy dimensions obtained a significance level = 0.000; while tangible = 0.027, α = 5%, meaning that the five dimensions partially have a significant effect on patient loyalty. The f test results obtained a significance level = 0.000, α = 5%, meaning that the five dimensions togetherly had a significant effect on patient loyalty. The test results of the coefficient of determination obtained the value of R2 = 0.855, meaning that the contribution of service quality to loyalty was 85.5%. In correlasion determinants of patient loyalty are service quality, input, and results of services provided to patients. In conclusion the quality of service affects patient loyalty.