The Relationship between Service Quality, Satisfaction and Image on Revisit Intentions in Standard Inpatient Class Patients at Rumah Sakit Umum Pusat Surakarta

Abstract

This study aims to determine the relationship between the quality of inpatient services, satisfaction and image on the intention to re-visit standard inpatient class patients at Rumah Sakit Umum Pusat Surakarta (RSUP Surakarta). RSUP Surakarta is one of 14 hospitals designated as a Hospital Organizing the Standard Inpatient Class Trial. Repeat visits to standard inpatient class organizing hospitals are very important because they can increase the BOR (Bed Occupancy Rate) value. This research is quantitative research with a cross-sectional study design. The number of respondents was 93 people and were patients who had been hospitalized at the RSUP Surakarta inpatient service at least once. Data collection using a questionnaire with self-report. Data processing uses SPSS and SEM PLS (Structured Equation Model Partial Least Square). The results of this research are that service quality has a relationship with intention to revisit (p-value 0.029). Service quality has a relationship with satisfaction (p-value 0.005). Service quality was found to have a relationship with image (p-value 0.005). Satisfaction was found to have a relationship with image (p-value 0.005). Satisfaction was found to have no relationship with revisit intention (p-value 0.098). Image was found to have a relationship with revisit intention (p-value 0.004). Service quality was found to have a relationship with repeat visit intention through image (p-value 0.027). Satisfaction was found to have a relationship with intention to revisit through image (p-value 0.008). Keywords: service quality, satisfaction, image, intention to revisit, hospital