Open AccessRELATIONS BETWEEN THE QUALITY OF HEALTH SERVICES WITH OUTPATIENT LOYALTY IN POLY OBGYN RSIA ERIA PEKANBARU IN 2016
Author(s) -
Leon Candra,
Rosi Hairati
Publication year - 1930
Publication title -
photon: jurnal sain dan kesehatan/photon : jurnal sain dan kesehatan
Language(s) - English
Resource type - Journals
eISSN - 2579-5953
pISSN - 2087-393X
DOI - 10.37859/jp.v7i02.504
Subject(s) - nonprobability sampling , loyalty , medicine , service quality , service (business) , psychology , family medicine , marketing , business , environmental health , population
Customer loyalty is a person who buys, especially purchase regularly and repeat edly (Hassan, 2008). The purpose of this study is whet her there is a relationship of health service quality and out patient loyalty of poly OBGYN in RSIA Eria Bunda Pekanbaru 2016. This research method is quantitative analytic observational using cross-sectional design, respondents were out patients of poly OBGYN RSIA Eria Bunda Pekanbaru. The study sample as many as 97 out patients. The sampling technique is purposive sampling. The analysisis univariate and bivariate analysis using Chi-square, measuring instruments used were question naires and computerized data processing. The results showed anassociation between tangibles (p value = 0.046 and POR = 2.9), reliability (p value = 0.007, and POR = 4) and empathy (p value = 0.031, and POR = 3.4) with patient loyalty in the Poly Obgyn RSIA Eria Bunda Pekanbaru. The absence of a relationship between responsiveness (p value = 0.079, and POR = 0.3) and assurance (p value = 0.593, and POR = 1.4) with patient loyalty in the Poli OBGYN RSIA Eria Bunda Pekanbaru. Suggested for RSIA Eria Bunda Pekanbaru need to do the training, disseminating feed back, criticisms, and suggestions of the patien/family and need to think about how to suppress deficiencies in service, equipment (tangible ) to improve service quality, and human resources, that are expected to display the superior it service.