Perception of Service Quality and Intention to Reuse Outpatient Services at the Ciputat Timur Community Health Center
Abstract
Purpose of the study: This study aims to analyze the relationship between patient perceptions of service quality and intention to reuse general outpatient services at the Ciputat Timur Community Health Center.
Methodology: The study used a mixed methods approach with a cross-sectional design. Quantitative data were collected through a structured questionnaire from 60 new outpatients using probability sampling techniques, while qualitative data were obtained through in-depth interviews. Quantitative analysis was conducted using the Chi-square test and Smart-PLS, while qualitative data were analyzed using content analysis.
Main Findings: The results showed that the majority of respondents (81.7%) were interested in reuse of outpatient services. Of the five dimensions of service quality, empathy and direct evidence were significantly associated with intention to reuse (p ≤ 0.05), while reliability, responsiveness, and assurance did not show a significant relationship.
Novelty/Originality of this study: The novelty of this study lies in the development of a model of the relationship between perceived service quality and intention to reuse at primary healthcare facilities using a mixed methods approach, which provides a comprehensive understanding based on quantitative data and patient subjective experiences.
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