The Influence of Image and Service Quality on Patient Satisfaction and Retention at the Regional General Hospital of Makassar City

Abstract

Background:  Some patients complained  about the response from the hospital staff, the waiting time for services was quite long, then some patients also turned out  to  be  reconsidering  using  the  Makassar  City  Hospital  as  an  option  for treatment. This of course can have an impact on decreasing patient satisfaction and interest. This study was conducted to analyze the effect of image and service quality on satisfaction with the patient's interest in returning to the Makassar City Hospital.  Methods:  This  type  of  research  uses  an  analytical  observational method  with  a  cross  sectional  study  design.  The  sampling  method  using purposive sampling was carried out on inpatients at the Makassar City Hospital who  had  met  the  criteria.   In  image  measurement,   service   quality   stress, satisfaction,   and   interest   in  returning   are   measured   using   questionnaires. Results: There were 102 respondents involved in this study. Most of the respondents are in the age group of 20-30 years (36.3%), female (57.8%), have a high  school  education  level  (37.3%).  The  results  of statistical  tests  show  that there is an effect of service  quality (0.036) on patient satisfaction,  there is an influence of image (0.013), service quality (0.006), satisfaction (0.013) on patient interest in Makassar City Hospital. However, the image (0.064) has no effect on patient satisfaction  at the Makassar City Hospital. Conclusion:  Image, service quality, and satisfaction affect the patient's interest in returning to the Makassar City Hospital. The most influential factor on the interest of returning patients in Makassar City Hospital is Citra.