[ABSTRAK
Penelitian ini bertujuan untuk mengetahui faktor-faktor yang berhubungandengan loyalitas pasien Poliklinik Rawat Jalan Eksekutif RSUD Kota BekasiTahun 2012. Penelitian ini merupakan penelitian cross sectional dengan metodesurvey dan mengambil 80 pasien yang memenuhi kriteria inklusi sebagai sampel.Hasil penelitian menunjukkan, jarak tempat tinggal, dimensi bukti fisik padakinerja pelayanan, dan hambatan pindah berhubungan dengan loyalitas pasien.Sementara itu,karakteristik individu lainnya (umur, pendidikan, penanggungbiaya, penghasilan), kinerja pelayanan keseluruhan dan 4 dimensi lainnya, sertadaya tarik RS lain tidak memiliki hubungan yang bermakna dengan loyalitas.Rumah sakit perlu melakukan langkah antisipasi agar pasien yang loyal tidakmengalihkan loyalitasnya kepada rumah sakit lain. Beberapa langkah yangmungkin dapat diterapkan oleh pihak RSUD Kota Bekasi adalah memperbaikifasilitas dan beberapa aspek pelayanan seperti jadwal rumah sakit, waktu tunggu,serta menetapkan cara yang mudah bagi pasien bertemu dengan dokter.;
ABSTRACT
This study focused on determined factors correlated with patient loyalty onExecutive Outpatient Clinic RSUD Kota Bekasi in 2012. This was a crosssectional study which used survey method and picked up 80 patients who fulfillthe inclusion criteria as its samples. The results showed that distance ofresidence, tangibles dimension from service performance, and switching barrierstatistically have significant correlation with patient loyalty. On the other hand,other individual characteristics (age, education, insurer of medication expense,and income), service performance (as one variable) including each fourdimensions, and attractiveness of other hospital did not have significantcorrelation with their loyalty. Managers in hospital should be anticipated a loyalpatient changing his loyalty to other hospital. Some of anticipation steps thatRSUD Kota Bekasi can do to keep them loyal are improving policlinic?s facilityand also other hospital service aspects such as service schedule, waiting time, andprovide an easy procedure for patient to meet the doctors, This study focused on determined factors correlated with patient loyalty onExecutive Outpatient Clinic RSUD Kota Bekasi in 2012. This was a crosssectional study which used survey method and picked up 80 patients who fulfillthe inclusion criteria as its samples. The results showed that distance ofresidence, tangibles dimension from service performance, and switching barrierstatistically have significant correlation with patient loyalty. On the other hand,other individual characteristics (age, education, insurer of medication expense,and income), service performance (as one variable) including each fourdimensions, and attractiveness of other hospital did not have significantcorrelation with their loyalty. Managers in hospital should be anticipated a loyalpatient changing his loyalty to other hospital. Some of anticipation steps thatRSUD Kota Bekasi can do to keep them loyal are improving policlinic’s facilityand also other hospital service aspects such as service schedule, waiting time, andprovide an easy procedure for patient to meet the doctors] |
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