Hubungan Antara Reliability dan Responsiveness dengan Loyalitas Pasien di Ruang Rawat Inap

Abstract

This research aimed at knowing the relationship between nursing reliability and nursing responsiveness with patient loyalty. The research design was a correlational design. There were 66 samples which were obtained with proporsional random sampling method. Instrument applied in the research was quesionairre consist of 30 items. The analysis was done through univariat analysis, and Spearman rank correlation to bivariat analysis. The results of the study indicated that more than half of the respondents 38 people came from the early adult age group (57.6%), female (51.5%), highly educated (50%), and working (77.3%). Based on the distance of the residence, the respondents found that more than half of the respondents lived far from the hospital (57.6%), in general respondents used insurance (83.3%). Based on the treatment experiences it was known that more than half of patients have never been treated in Tanjungpinang City Hospital (57.6%). The results showed perceptions of reliability (p = 0.008), and perceptions of responsiveness (p = 0.002) means that there was a significant correlation with patient loyalty, strength of sufficient relationships and positive perception. The most dominant variable is responsiveness with correlation coefficient value of 0.372. Nursing management must be innovative in developing the strategies to increase patient loyalty. Keyword: Nursing reliability, responsiveness, patient loyal