HUBUNGAN ANTARA PERSEPSI TERHADAP KUALITAS PELAYANAN DENGAN MINAT KUNJUNGAN ULANG PASIEN RAWAT JALAN

DI RUANG OKUPASI TERAPI RSOS TAHUN 2009

Tri Yuliastuti1, Septo Pawelas Arso2,Priyadi Nugraha P3

ABSTRACT

The occupational therapy service in RSOS, number of patient visit and number of occupation therapist is at most compared to others in Surakarta. Number of existing patient visit were always more than number of new patient visit, that is mean a lot of existing patient which has willingness to re-visit the Occupational Therapy Room of RSOS. The main factor which estimated important in influence the patient re-visits is the excellent quality of service. However, there are still numbers of patient complaint toward the service quality in Occupational Therapy Room, therefore it needs to evaluating the service quality toward patient interest of re-visit.

This research is aim to find out the correlation between perception toward service quality and patient interest of re-visit in Occupational Therapy Room at RSOS. This research is conducted in quantitative method with cross-sectional approach. Population in this research is 205 patients who was visiting from January to April 2009. Data obtained by questionnaire in accidental sampling method, and then analyzed using statistic test of Pearson product moment with degree of trust 95% and α = 0.05.

The research result from 34 respondents, the perception toward therapist service quality is at the most in good category of 64,7%, the perception toward equipment service is at the most in good category of 64,7%, the perception toward therapy result is at the most in good category of 61,8%, and re-visit interest is at the most in average category of 67,6%. The statistic result shows that perception toward therapist service quality doesn’t have correlation to re-visit interest (p=0,067). While perception toward the facility quality (p=0,010) and the perception toward therapy result (p=0,036) has correlation to re-visit interest.

It is suggested that RSOS and The Occupational Therapy Service Room is maintaining the service quality which has been good, while therapist should gives a clear clarification about the aim of therapy for patient, provides activity for waiting room and makes a clear service time standard for every patient.

Keyword: Perception, Service Quality, Occupational Therapy

  1. Alumni FKM UNDIP Peminatan K3
  2. Staf Pengajar Bagian AKK FKM UNDIP
  3. Staf Pengajar Bagian PKIP FKM UNDIP

Catatan :

MKMI (Majalah Kesehatan Masyarakat Indonesia) Vol.9, No.1 April 2010  ISSN : 1412-4920

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