DOI: https://doi.org/10.14710/jmki.4.2.2016.91-97

Pengaruh Kualitas Jasa Dan Nilai Pelanggan Terhadap Minat Kunjungan Ulang Melalui Kepuasan Pasien Di Poli Umum Di RSISA Semarang

*Retno Kusniati  -  PT. Apac Inti Corpora, Indonesia
Naili Farida  -  Universitas Diponegoro, Indonesia
Sudiro Sudiro  -  Universitas Diponegoro, Indonesia

Citation Format:
Abstract

Patient’s satisfaction is one of the indicators in assessing a service quality at a hospital. Fluctuations in number of total visit of patients and declining trend of old patient visit number at a general polyclinic at Sultan Agung Islam Hospital (SAIH) in Semarang during the period of 2010-2013 indicated that there were any problems at the polyclinic. The aim of this study was to comprehensively analyse a service quality and customer value that influenced towards willingness to revisit through patient’s satisfaction at outpatient/general polyclinic at SAIH in Semarang.This was an explanatory study using cross-sectional approach and an analytic method. Population was all patients at outpatient unit/general polyclinic at SAIH in Semarang who had visited the polyclinic at least two times. As many as 125 respondents were selected as samples using a method of purposive sampling. Data were collected using a structured questionnaire and measured using Likert scales of 1-5 and analysed using SEM performed by software of Smart PLS 2.0. The results of this research showed that the service quality and the customer value positively significantly influenced patient’s satisfaction. In addition, the patient’s satisfaction positively significantly influenced willingness to revisit. The patient’s satisfaction could be explained by the service quality and the customer value equal to 45.3%. Meanwhile, willingness to revisit could be explained by the service quality, the customer value, and the patient’s satisfaction equal to 45.0%. Overall, the service quality and the customer value at the general polyclinic of SAIH in Semarang are good. Notwithstanding, there still needs improvement in timeliness of service, availability of accurate service information, consistent and polite officers, greetings, and smiling to patients in order to improve patient’s satisfaction and to increase willingness to revisit at the general polyclinic of SAIH in Semarang.

Fulltext View|Download
Keywords: Kualitas Jasa; Nilai Pelanggan; Kepuasan Konsumen; Minat Kunjungan Ulang; Service Quality; Customer Value; Consumer’s Satisfaction; Willingness To Revisit

Article Metrics:

Article Info
Section: Articles
Language : ID
Recent articles
Analisis Kebijakan Donor Darah Dan Implementasi Program Rekrutmen Donor Di Unit Donor Darah (UDD PMI) Kota Pontianak Evaluasi Sistem Informasi Manajemen Puskesmas Guna Mendukung Penerapan Sikda Generik Menggunakan Metode Hot Fit Di Kabupaten Purworejo Upaya Pencegahan Perbedaan Diagnosis Klinis Dan Diagnosis Asuransi Dengan Diberlakukan Program Jaminan Kesehatan Nasional (JKN) Dalam Pelayanan Bpjs Kesehatan Studi Di Rsud Kota Semarang More recent articles
Most cited articles
Evaluasi Sistem Informasi Kesehatan di Provinsi Jawa Tengah Dalam Rangka Penguatan Sistem Informasi Kesehatan Nasional Evaluation on the Implementation of Maternal and Child Health Service Reporting by Coordinator Midwives at Primary Healthcare Centers in Nabire District, Papua Province Evaluasi Sistem Informasi Manajemen Puskesmas Guna Mendukung Penerapan Sikda Generik Menggunakan Metode Hot Fit Di Kabupaten Purworejo Evaluasi Kinerja Sistem Informasi Manajemen Farmasi Di Rs Roemani Muhammadiyah Dengan Metode Hot Fit Model Analisis Pengelolaan Obat Pasien BPJS Di Instalasi Farmasi Rumah Sakit Panti Wilasa Citarum Semarang More cited articles
  1. Lupiyoadi, R. Manajemen Pemasaran Jasa Berbasis Kompetensi. Edisi 3. Jakarta; Penerbit Salemba Empat. 2013
  2. Jateng.bps.go.id/linkTabelStatis/view/id/1 092; diunduh tanggal 19 Maret 2015 pukul 17.45 WIB
  3. Tjiptono, F. Pemasaran Jasa Prinsip, Penerapan dan Penelitian. Yogyakarta: 2014
  4. Kotler, P. and K. L., Kelller. Marketing Managemen. 14th ed. Prentice Hall International. Inc; 2012
  5. Oliver, Ricard L. Whence Consume Loyality. Journal of Marketing.1999; (63); 33-34
  6. Spreng, R. A. S. B, MacKenzie and R. W., Olshavsky. A reexamination of the determinants of consumer satisfaction. Journal of Marketing.1996; 60(3); 15-22
  7. Dabholkar,P.C., D. Shepherd, and D.I., Thorpe. A Comphrehensive framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study. Journal of Retailing. 2000; 76(2); 139174
  8. Woodruff, R.B. Costumer value: The next source for advantage. Journal of the Academy of Marketing Science. 1997; 25(2); 183-198
  9. Farida, N. Analisis Model Kepuasan terhadap Pembelian Ulang. Jurnal Dinamika Manajemen. 2014; 5(2); 200208
  10. Sweeney, J. C. and G. N. Soutar .Consumer Perceived Value: The development of multiple item scale. Journal of Retailing. 2001; 77; 203-220
  11. Woro, M. Pengaruh Nilai Pelanggan dan Kualitas Layanan terhadap Loyalitas Pelanggan, melalui Kepuasan Pelanggan pada Pelanggan Bus Efisiensi. Jurnal Administrasi Bisnis. 2013; 2(1); 64-75
  12. Saidani, B. Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Konsumen dan Minat Beli Pada Ranch Market. Jurnal Riset Manajemen Sains Indonesia (JRMSI). 2010; 3(1); 115
  13. Gozhali, I. Structural Equation Modeling: Teori, Konsep Dan Aplikasi Dengan Program Smart PLS 3.0. Semarang; Badan Penerbit Undip; 2015

Last update:

  1. Quality of Service and its Effect on Patient Value, Patient Satisfaction, and Revisit Intention: Investigation of the Public Health Center in Jambi Province

    Guspianto Guspianto, Hubaybah Hubaybah, Vinna Rahayu Ningsih. Open Access Macedonian Journal of Medical Sciences, 10 (E), 2022. doi: 10.3889/oamjms.2022.8666

Last update: 2024-11-22 02:56:09

No citation recorded.