| dc.description.abstract | Revisit is patients' response and behavior by comparing between expectation
and reality of services which they receive in UP4 (Lung Medical Treatment Unit) of
West Kalimantan Province. However, the quality of services in UP4 of West
Kalimatan Province is not sef.ficient so that they influence outpatients' revisit
.frequency to UP4. The objective of the research was to analyze the correlation
between service quality which consisted of reliability, responsiveness, assurance,
tangibles, and empathy and outpatients' revisit to UP4 of West Kalimantan Province.
The research was a survey with cross sectional design. The population was
8,391 outpatients in 2014, and 100 of them were used as the samples, taken by using
convenience sampling /accidental sampling technique. The data were analyzed by
using univatriate, bivatriate, and multivatriate analyses with multiple logistic
regression analysis at a= 0.05.
The result of the research showed that the dimension of tangibles (p=0,030;
ExpB=3,85,f) and empathy (p=0,012; ExpB=3,968) had significant correlation with
outpatients' revisit to UP4 of West Kalimantan Province. However, there was no
correlation of dimensions of reliability (p = 0, 723; ExpB=0,959), responsiveness (p
= 0.192; ExpB=0,456), and assurance (p=0,556; ExpB=l,338 with outpatients'
revisit to UP4 of West Kalimantan Province.
It is recommended that the management of Lung Medical Treatment Unit of
West Kalimantan Province pay attention to all dimensions of service quality,
especially the dimensions of tangibles and empathy, in handling patients. Besides
that, service excellence for all employees, either medical personnel or non-medical
personnel should be taken heed in order to increase their ability in providing
services. | en_US |
