Relationship Between Patient's Perception of Service Quality and Use of Outpatient Services
Outpatient services need to be prioritized because they are often the start of a patient’s use of health services and can improve the image of the hospital, so that it continues to be the hospital of choice for patients and improves its profits. This descriptive research used a cross-sectional approach. Univariate analyses and bivariate analyses (the Chi-square test) were used. According to the results, there was a significant relationship between the perception of empathy (p = 0.017), responsiveness (p = 0.015), and assurance (p = 0.006) with service utilization. There was no significant relationship between tangible perception (p = 0.099), or reliability (p = 0.062) by using outpatient services. Although a relationship was found in some but not all of the perceptions of patients related to the dimensions of service quality, the quality of service should remain a priority, and it is hoped that future researchers will investigate other influencing factors.
Keywords: perception, service quality dimensions, service utilization
 Herlambang S. Hospital health service management. Yogyakarta: Gosyen Publishing; 2016.
 Ministry of Health of Republic of Indonesia. Number of hospitals in Indonesia. Ministry of Health of Republic of Indonesia; 2019. Available from: https://pusdatin.kemkes.go.id/resources/download/pusdatin/profil-kesehatanindonesia/ Profil-Kesehatan-indonesia-2019.pdf
 McDougall GHG, Levesque T. Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing
 Parasuraman A, Zeithaml VA, Berry LL. Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of marketing. 1994;58:111–124.
 Arifin M, Sumitri S, Lestari Y. Patients satisfaction about nursing care. Jurnal Ilmu Kesehatan. 2013;5:96583.
 Parasuraman A, Zeithaml VA, Berry L. Servqual: A multiple-item scale for measuring consumer perceptions of service quality. 1988;64:12–40.