Pengaruh kompetensi perawat dan kualitas pelayanan terhadap niat berkunjung ulang pasien di instalasi gawat darurat Rumah Sakit Umum Daerah Majalengka
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Abstract
Hospitals as one of health service providers are faced with the challenge of providing optimal and superior services. This study aims to prove the influence of nurse competency and service quality on patients' intention to revisit patients at the Emergency Room (IGD) of the Majalengka Regional General Hospital. This research is quantitative research using a questionnaire. The research results were analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The results of the study showed that nurse competency had no significant influence on patient visit intentions, service quality had a positive and significant influence on patient revisit intentions, nurse competency had a positive and significant influence on service quality, and nurse competency and service quality had a significant and positive influence on patient revisit intentions. The results of this study indicate the importance of hospital efforts in improving nurse competency and service quality in order to increase patient intention to revisit.
Rumah sakit sebagai salah satu penyedia layanan kesehatan dihadapkan pada tantangan untuk memberikan pelayanan yang optimal dan unggul. Penelitian ini bertujuan untuk mengetahui adanya pengaruh kompetensi perawat dan kualitas pelayanan terhadap niat berkunjung ulang pasien di Instalasi Gawat Darurat (IGD) Rumah Sakit Umum Daerah Majalengka. Penelitian ini merupakan penelitian kuantitatif menggunakan kuesioner. Hasil penelitian dianalisis menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan kompetensi perawat tidak berpengaruh signifikan terhadap niat berkunjugng pasien, kualitas layanan pengaruh positif dan signifikan terhadap niat berkunjung ulang pasien, kompetensi perawat berpengaruh positif dan signifikan terhadap kualitas layanan, serta kompetensi perawat dan kualitas pelayanan berpengaruh signifikan dan positif terhadap niat berkunjung ulang pasien. Hasil penelitian ini ini menandakan pentingnya upaya rumah sakit dalam meningkatkan kompetensi perawat dan kualitas pelayanan agar meningkatkan niat berkunjung ulang pasien.
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