Peranan perceived service quality dan perceived waiting time dalam meningkatkan kepuasan pasien dan intensi berkunjung kembali di rumah sakit umum daerah

Wulandari, Dhea Asih
Keni, Keni

Jurnal Manajemen Bisnis dan Kewirausahaan
Vol 8 No 1 (2024): Jurnal Manajemen Bisnis dan Kewirausahaan

This study aims to analyze the role of perceived service quality and perceived waiting time in increasing patient satisfaction and return visit intentions at regional general hospitals. This type of research is descriptive with a cross-sectional approach. The total sample for this study was 184 outpatients at the regional general hospital. Based on the research results, it was found that perceptions of service quality had a positive and significant effect on patient satisfaction. Perceived waiting time has a positive and significant effect on patient satisfaction. Perceived service quality can predict return visit intensity positively and significantly. Perceived waiting time has a positive and significant effect on the intensity of return visits. Patient satisfaction has a positive and significant effect on the intensity of return visits. Penelitian ini bertujuan untuk menganalisis peranan perceived service quality dan perceived waiting time dalam meningkatkan kepuasan pasien dan intensi berkunjung kembali di rumah sakit umum daerah. Jenis penelitian ini adalah deskriptif dengan pendekatan cross-sectional. Total sampel penelitian ini adalah 184 pasien rawat jalan di rumah sakit umum daerah. Berdasarkan hasil penelitian, ditemukan bahwa perceived service quality berpengaruh positif dan signifikan terhadap kepuasan pasien. Perceived waiting time berpengaruh positif dan signifikan terhadap kepuasan pasien. Perceived service quality dapat memprediksi intensi berkunjung kembali secara positif dan signifikan. Perceived waiting time berpengaruh positif dan signifikan terhadap intensi berkunjung kembali. Kepuasan pasien berpengaruh positif dan signifikan terhadap intensi berkunjung ulang.