Pengaruh Persepsi Pasien Terhadap Pelayanan Rawat Inap Untuk Memanfaatkan Kembali Pelayanan Di RSUD Ulin Banjarmasin

The Influence Of Patient Perception Of Inpatient Services On Re-Utilizing Services At Ulin Banjarmasin Regional Hospital

Abstract

Introduction: Quality healthcare services are a key factor in increasing patient satisfaction and loyalty. This study aims to analyze the influence of patient perceptions of inpatient service quality on revisit intentions at Ulin Regional General Hospital, Banjarmasin. Methods: This study used a quantitative method with a cross-sectional design. Sampling was conducted using accidental sampling with a sample size of 74 respondents. The data collection instrument used a questionnaire with a Likert scale. Data analysis was performed through univariate and bivariate analysis, as well as MANOVA tests. Results: The results showed a significant influence between reliability, health worker attitudes, accessibility, service recovery, and the service environment on patient intentions to revisit inpatient services at Ulin Regional General Hospital, Banjarmasin. Conclusion: The conclusion of this study indicates that positive patient perceptions of service quality impact their loyalty in utilizing healthcare services again. Suggestions are expected for Ulin Regional General Hospital, Banjarmasin, to continue to improve the optimal utilization of resources, both in terms of human resources, facilities, and service technology.