Published date: Feb 07 2022

Journal Title: KnE Life Sciences

Issue title: 5th International Conference in Nursing (IVCN)

Pages: 610–618

DOI: 10.18502/kls.v7i2.10361

Lia Idealistianaliaidealistiana@gmail.comSekolah Tinggi Ilmu Kesehatan Abdi Nusantara

Wuri CiptaningsihSekolah Tinggi Ilmu Kesehatan Abdi Nusantara

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

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