Analisis Minat Kunjungan Ulang melalui Kepuasan Pasien sebagai Variabel Intervening pada Pasien Rawat Jalan di RSUD Jend. Ahmad Yani Metro

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ABSTRACT

Repeat visit interest is the willingness of customers to visit again because the service provided is satisfactory. One of the factors that influence repeat visit interest is customer satisfaction. Dimensions of health service quality related to patient satisfaction can affect public health, namely consisting of physical evidence, reliability, responsiveness, assurance, and empathy. The number of outpatient re-visits in January-June 2023 was 15,743 patients. January-June 2022 amounted to 25,439 patients. The total number of decreases in outpatient re-visits at RSUD Jend. A. Yani Metro was 9,696 patients. The purpose of this study is to analyze the interest in repeat visits through patient satisfaction as an intervening variable in outpatients at Jend. Ahmad Yani Metro Hospital. This research was quantitative with a cross sectional approach. The sample size of this study was 110 respondents who came to the outpatient polyclinic at Jend. Ahmad Yani Metro Hospital during September 2023 with purposive sampling method. The measuring instrument used was a questionnaire. Data were analyzed using smartPLS SEM software (Partial Least Square - Structural Equation Modeling). The results showed that there was a direct effect of reliability (Path Coefficient 0.721 t statistics 5.673) and patient satisfaction (Path Coefficient 0.790 t statistics 1.344) on interest in repeat visits. There was no direct effect of responsiveness (Path Coefficient 0.102 t statistic 0.715) on interest in repeat visits. There was an indirect effect of responsiveness (1.0691) with interest in repeat visits. There was no indirect effect of reliability (-0.0931) with interest in repeat visits. There was a direct effect of assurance (Path Coefficient 0.237 t statistic 2.847), empathy (Path Coefficient 0.461 t statistic 5.367), tangible (path Coefficient 0.106 t statistic 1.409) on patient satisfaction. There was no direct effect of assurance (Path Coefficient -0.038 t statistic 0.229), empathy (Path Coefficient 0.113 t statistic 0.714), tangible (Path Coefficient 0.119 t statistic 0.875) on interest in repeat visits. There was a direct effect of patient satisfaction (Path Coefficient 0.198 t statistic 1.344) on interest in repeat visits. There was an indirect effect of assurance (1.2182), empathy (1.3063), tangible (0.9750) with patient satisfaction. There was a direct effect of reliability and patient satisfaction on repeat visit interest. There was no direct effect of responsiveness, assurance, empathy, and physical evidence on repeat visit interest. There was a direct effect of patient satisfaction evidence on repeat visit interest. There is an indirect effect of responsiveness, assurance, empathy, and physical evidence on repeat visit interest through patient satisfaction. There was no indirect effect of reliability on repeat visit interest through patient satisfaction.

Keywords: Repeat Visit Interest, Patient Satisfaction, Quality Dimensions.

ABSTRAK

Minat kunjungan ulang merupakan kesediaan pelanggan untuk berkunjung kembali karena pelayanan yang diberikan memuaskan. Salah satu faktor yang mempengaruhi minat kunjungan ulang yaitu kepuasan pelanggan. Dimensi mutu layanan kesehatan yang berhubungan dengan kepuasan pasien dapat mempengaruhi kesehatan masyarakat yaitu terdiri dari bukti fisik, kehandalan, daya tanggap, jaminan, dan empati. Jumlah kunjungan ulang pasien rawat jalan pada bulan Januari-Juni 2023 sebanyak 15.743 pasien. Bulan Januari-Juni 2022 berjumlah 25.439 pasien. Total jumlah penurunan kunjungan ulang pasien rawat jalan di RSUD Jend. A. Yani Metro sebanyak 9.696 pasien. Menganalisis minat kunjungan ulang melalui kepuasan pasien sebagai variabel intervening pada pasien rawat jalan di RSUD Jend. Ahmad Yani Metro. Jenis penelitian kuantitatif dengan pendekatan cross sectional. Jumlah sampel penelitian ini yaitu 110 responden yang datang ke poliklinik rawat jalan di RSUD Jend. Ahmad Yani Metro selama bulan September 2023 dengan metode purposive sampling. Alat ukur yang digunakan yaitu kuesioner. Analisa data menggunakan Software smartPLS SEM (Partial Least Square – Structural Equation Modeling). Hasil penelitian menunjukkan bahwa ada pengaruh langsung dari kehandalan (Path Coefficient 0.721 t statistik 5.673) dan kepuasan pasien (Path Coefficient 0.790 t statistik 1.344) terhadap minat kunjungan ulang. Tidak ada pengaruh langsung dari daya tanggap (Path Coefficient 0.102 t statistik 0.715) terhadap minat kunjungan ulang. Terdapat pengaruh tidak langsung daya tanggap (1.0691) dengan minat kunjungan ulang. Tidak ada pengaruh tidak langsung dari keandalan (-0.0931) dengan minat kunjungan ulang. Terdapat pengaruh langsung jaminan (Path Coefficient 0.237 t statistik 2.847), empati (Path Coefficient 0.461 t statistik 5.367), bukti fisik (Path Coefficient 0.106 t statistik 1.409) terhadap kepuasan pasien. Tidak terdapat pengaruh langsung jaminan (Path Coefficient -0.038 t statistik 0.229), empati (Path Coefficient 0.113 t statistik 0.714), bukti fisik (Path Coefficient 0.119 t statistik 0.875) terhadap minat kunjungan ulang. Terdapat pengaruh langsung kepuasan pasien (Path Coefficient 0.198 t statistik 1.344) terhadap minat kunjungan ulang. Terdapat pengaruh tidak langsung jaminan (1.2182), empati (1.3063), bukti fisik (0.9750) dengan kepuasan pasien. Ada pengaruh langsung kehandalan dan kepuasan pasien terhadap minat kunjungan ulang. Tidak ada pengaruh langsung daya tanggap, jaminan, empati, dan bukti fisik terhadap minat kunjungan ulang. Ada pengaruh langsung kepuasan pasien terhadap minat kunjungan ulang. Ada pengaruh tidak langsung daya tanggap, jaminan, empati, dan bukti fisik terhadap minat kunjungan ulang melalui kepuasan pasien. Tidak ada pengaruh tidak langsung kehandalan terhadap minat kunjungan ulang melalui kepuasan pasien.

Kata Kunci: Minat Kunjungan Ulang, Kepuasan Pasien, Dimensi Mutu