Pengaruh Loyalitas terhadap Komitmen dan Keinginan Bertahan Berobat pada Pasien Rawat Jalan

Authors

  • Nikma Fitriasari Program Magister Manajemen Rumah Sakit Universitas Brawijaya
  • Fatchur Rohman Fakultas Ekonomi Universitas Brawijaya
  • Mulyatim Koeswo Program Magister Manajemen Rumah Sakit Universitas Brawijaya

DOI:

https://doi.org/10.21776/ub.jkb.2017.029.04.14

Keywords:

Keinginan bertahan berobat, komitmen, loyalitas

Abstract

Keberlanjutan pelayanan pada rawat jalan menjadi aspek penting untuk keberhasilan program pengobatan pasien. Rumah sakit perlu mengembangkan strategi untuk meningkatkan kepatuhan berobat kembali yang dicerminkan dengan loyalitas dan keinginan bertahan.   Penelitian dilakukan untuk mengetahui pengaruh loyalitas pasien terhadap komitmen dan  keinginan bertahan berobat di pelayanan rawat jalan RSI Gondanglegi.  Penelitian menggunakan desain kuantitatif cross sectional dengan membagikan kuesioner selama dua  minggu pada bulan Januari dan Februari 2016.  Pengambilan sampel melalui metode consecutive sampling pada 255 pasien.  Hasil penelitian menunjukkan bahwa sebagian besar pasien yang berkunjung di pelayanan rawat jalan RSI Gondanglegi memiliki loyalitas yang tinggi, dan memiliki komitmen untuk tetap bertahan berobat saat mereka berpindah kepesertaan menjadi peserta BPJS. Loyalitas dan komitmen membentuk keinginan bertahan dengan faktor komitmen normatif sebagai indikator yang palin akurat. Rumah sakit perlu membangun strategi mengelola switching barrier dan rasa memiliki untuk meningkatkan keinginan bertahan.

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Published

2017-08-31

Issue

Vol 29, No. 4 (2017)

Section

Research Article

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