Informasi ringkas dokumen repository.
| Advisor(s) | Siahaan, Jekson Martiar | |
| Author(s) | YULIA, SILVIA ADE | |
| Issued Date | 2026 | |
| Abstract | Patient revisit is an important indicator of healthcare service success, including at primary care facilities such as clinics. This study aims to analyze the influence of service quality on patients' revisit intention at Klinik Pratama Sehat Husada Deli Serdang, using the framework of Donabedian's Theory (1980), which divides service quality into five dimensions: professionalism, efficiency, safety, satisfaction, and facilities. This study is a quantitative study using an analytical survey approach aimed at examining the causal relationships between variables. The population in this study consisted of 81 individuals selected through accidental sampling, with data collected using a structured questionnaire measuring patients' assessments of the five dimensions of healthcare service quality and their revisit decisions, analyzed using bivariate and multivariate methods. The results showed that professionalism had a highly significant influence on patient revisit (bivariate PR=3.01; p<0.001; multivariate PR=73.61; p=0.005). Efficiency was significant in bivariate analysis (PR=2.79; p<0.001), but not significant in multivariate analysis (PR=12.53; p=0.051). Safety had a highly significant influence in both bivariate (PR=2.17; p=0.003) and multivariate (PR=35.44; p=0.040) analyses. Satisfaction was significant in bivariate analysis (PR=2.88; p<0.001), but not significant in multivariate analysis (PR=3.68; p=0.260), indicating its role as a mediating variable. Facilities proved to be the most dominant variable, with the highest PR in multivariate analysis (PR=101.95; p=0.003). These findings generally support the assumptions of Donabedian's Theory, in which the input components (professionalism and facilities) are shown to be the primary foundation and the most dominant factors, the process components (efficiency and safety) also play a role albeit with varying strength, while the output component (satisfaction) shows a weakened pattern when analyzed together with other variables simultaneously. | 1 |
| Item Type | Tesis | |
| Keywords | Kualitas Pelayanan (Service Quality), Kunjungan Ulang (Return Visits), Kepuasan Pasien (Patient Satisfaction) | 1 |
| Collection | Fakultas Kesmas, S2-Ilmu Kesehatan Masyarakat | |
| Publisher | INSTITUT KESEHATAN DELI HUSADA | |
| Submitted Date | 28-08-2026 | |
| Updated Date | 22-09-2026 | |
| URI | No URI | |
| File |
2415113_SILVIAADEYULIA_TESIS.pdf
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