HUBUNGAN MUTU PELAYANAN KESEHATAN TERHADAP MINAT KUNJUNGAN ULANG PASIEN RAWAT JALAN DI PUSKESMAS PAKUAN BARU KOTA JAMBI

ABSTRAK

Penelitian ini bertujuan untuk mengetahui hubungan mutu pelayanan kesehatan terhadap minat kunjungan ulang pasien rawat jalan di Puskesmas Pakuan Baru Kota Jambi. Penelitian menggunakan metode kuantitatif dengan desain korelasional pada 100 responden yang dipilih menggunakan teknik incidental sampling. Analisis data dilakukan menggunakan uji Korelasi Pearson Product Moment. Hasil penelitian menunjukkan terdapat hubungan yang signifikan antara mutu pelayanan kesehatan dengan minat kunjungan ulang pasien dengan nilai koefisien korelasi (r) sebesar 0,895 dan nilai signifikansi 0,000 (p <0,05) yang termasuk kategori sangat kuat. Hasil analisis dimensi SERVQUAL menunjukkan bahwa bukti fisik (Tangibles) memiliki hubungan sangat kuat (r = 0,870), keandalan (Reliability) memiliki hubungan kuat (r = 0,617), jaminan (Assurance) memiliki hubungan sangat kuat (r = 0,825), ketanggapan (Responsiveness) memiliki hubungan kuat (r = 0,785), dan empati (Empathy) memiliki hubungan sangat kuat (r= 0,893) terhadap minat kunjungan ulang pasien. Disimpulkan bahwa semakin baik mutu pelayanan kesehatan yang diberikan, maka semakin tinggi minat pasien untuk melakukan kunjungan ulang di Puskesmas Pakuan Baru Kota Jambi.

Kata Kunci: Mutu Pelayanan Kesehatan, Minat Kunjungan Ulang, Pasien Rawat Jalan.

ABSTRACT

This study aimed to determine the relation between healthcare service quality and the revisit intention of outpatient patients at Pakuan Baru Community Health Center, Jambi City. This research employed a quantitative method with a correlational design involving 100 respondents selected through incidental sampling. Data were analyzed using the Pearson Product Moment Correlation test. The results showed a significant relation between healthcare service quality and patients' revisit intention, with a correlation coefficient (r) of 0.895 and a significance value of 0.000 (p < 0.05), indicating a very strong relation. The SERVQUAL dimension analysis revealed that Tangibles had a very strong relation (r = 0.870), Reliability had a strong relation (r = 0.617), Assurance had a very strong relation (r = 0.825), Responsiveness had a strong relation (r = 0.785), and Empathy had a very strong relation (r = 0.893) with patients' revisit intention. It can be concluded that the better the quality of healthcare services provided, the higher the patients' intention to revisit Pakuan Baru Community Health Center, Jambi City.
Keywords: Healthcare Service Quality, Revisit Intention, Outpatient Patients.