The Effect Of Geographical Location And Service Quality On The Use Of Health Services By Patients In The Regional General Hospital Of South Tapanuli Regency

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Introduction

The Regional General Hospital of South Tapanuli Regency has been facing a decline in the number of patient visits, both inpatient and outpatient, despite the addition of new facilities. This study aims to investigate the effect of geographical location and service quality on the use of health services by patients in the hospital. The study employed a quantitative approach with a cross-sectional design, analyzing data from 106 samples of patients. The results of the study revealed six variables that significantly influence the use of hospital services, with guarantee being the most dominant factor.

Background

The Regional General Hospital of South Tapanuli Regency has been experiencing a decline in patient visits, with a decrease of 2.4% in inpatient visits and 3.2% in outpatient visits from 2010 to 2011. This decline is concerning, especially considering the addition of new facilities, including a new inpatient room, in April 2011. The hospital's management needs to understand the factors contributing to this decline and take necessary steps to improve the use of health services.

Methodology

This study employed a quantitative approach with a cross-sectional design, conducted at the South Tapanuli District Hospital from February to July 2012. The total population of 386 patients was used, with 106 samples taken. The data used consisted of primary and secondary data, which were analyzed using univariate analysis, bivariate with chi-square tests, and multivariate with double logistics regression.

Results

The results of the logistics regression analysis revealed that there are six variables that have a significant influence on the use of hospital services, namely:

  1. Guarantee (β = 10,755)
  2. Responsive power (β = 9,584)
  3. Reliability (β = 9,222)
  4. Mileage (β = 8,270)
  5. Transportation (β = 7,992)
  6. Physical evidence (β = 5,997)

Of the six variables, the guarantee variable is the most dominant factor in influencing the use of health services in hospitals.

Discussion

The results of the study suggest that service quality is a critical factor in influencing the use of health services by patients. The guarantee variable, which refers to the hospital's ability to provide quality services, is the most dominant factor. This is consistent with previous studies that have shown that service quality is a key determinant of patient satisfaction and loyalty.

The study also highlights the importance of geographical location in influencing the use of health services. Patients who live far from the hospital may face difficulties in accessing transportation, which can deter them from seeking medical care. The provision of transportation vehicles or cooperation with local transportation service providers can be a solution to increase easy access to health services.

Conclusion

The study concludes that efforts to increase the use of health services must include a holistic approach that involves improving the quality of services and management of geographical location to meet the needs of patients better. The hospital's management should pay more attention to improving the quality of health services, especially in aspects of guarantee, responsiveness, reliability, and physical evidence. By doing so, it is expected to attract more patients to take advantage of the services provided by the RSUD, as well as increasing patient satisfaction.

Recommendations

Based on the results of the study, the following recommendations are made:

  1. Improve the quality of health services: The hospital's management should pay more attention to improving the quality of health services, especially in aspects of guarantee, responsiveness, reliability, and physical evidence.
  2. Provide better transportation access: The hospital should provide transportation vehicles or cooperate with local transportation service providers to increase easy access to health services for patients who live far from the hospital.
  3. Develop a holistic approach: The hospital's management should adopt a holistic approach that involves improving the quality of services and management of geographical location to meet the needs of patients better.

Limitations

This study has several limitations, including:

  1. Small sample size: The study used a small sample size of 106 patients, which may not be representative of the entire population.
  2. Cross-sectional design: The study employed a cross-sectional design, which may not capture the dynamic nature of the relationship between service quality and patient satisfaction.

Future Research Directions

Future research should aim to:

  1. Investigate the relationship between service quality and patient satisfaction: Further studies should investigate the relationship between service quality and patient satisfaction to provide a more comprehensive understanding of the factors influencing patient satisfaction.
  2. Develop a more comprehensive model of service quality: Future studies should develop a more comprehensive model of service quality that takes into account the complex interactions between various factors influencing patient satisfaction.

Keywords

  • Geographical location
  • Service quality
  • Use of health services

Q: What is the main objective of the study?

A: The main objective of the study is to investigate the effect of geographical location and service quality on the use of health services by patients in the Regional General Hospital of South Tapanuli Regency.

Q: What were the findings of the study?

A: The study found that there are six variables that have a significant influence on the use of hospital services, namely: guarantee, responsive power, reliability, mileage, transportation, and physical evidence. Of the six variables, the guarantee variable is the most dominant factor in influencing the use of health services in hospitals.

Q: What is the significance of the guarantee variable?

A: The guarantee variable refers to the hospital's ability to provide quality services. It is the most dominant factor in influencing the use of health services in hospitals, suggesting that patients are more likely to use hospital services if they feel confident in the quality of care provided.

Q: How does geographical location affect the use of health services?

A: Geographical location can affect the use of health services by influencing access to transportation. Patients who live far from the hospital may face difficulties in accessing transportation, which can deter them from seeking medical care.

Q: What are the implications of the study for hospital management?

A: The study suggests that hospital management should pay more attention to improving the quality of health services, especially in aspects of guarantee, responsiveness, reliability, and physical evidence. Additionally, hospital management should provide better transportation access for patients who live far from the hospital.

Q: What are the limitations of the study?

A: The study has several limitations, including a small sample size and a cross-sectional design. These limitations may affect the generalizability of the findings and the ability to capture the dynamic nature of the relationship between service quality and patient satisfaction.

Q: What are the future research directions?

A: Future research should aim to investigate the relationship between service quality and patient satisfaction, and develop a more comprehensive model of service quality that takes into account the complex interactions between various factors influencing patient satisfaction.

Q: What are the practical implications of the study for healthcare providers?

A: The study suggests that healthcare providers should prioritize improving the quality of health services and providing better access to transportation for patients who live far from the hospital. This can be achieved through various strategies, such as investing in transportation infrastructure, providing transportation services, and improving the quality of care provided.

Q: What are the policy implications of the study?

A: The study suggests that policymakers should prioritize improving access to healthcare services, particularly for patients who live far from the hospital. This can be achieved through various policies, such as investing in transportation infrastructure, providing transportation services, and improving the quality of care provided.

Q: What are the implications of the study for patients?

A: The study suggests that patients should prioritize seeking healthcare services from hospitals that provide high-quality care and have good access to transportation. Patients should also be aware of the importance of guarantee, responsiveness, reliability, and physical evidence in influencing their satisfaction with healthcare services.

Keywords

  • Geographical location
  • Service quality
  • Use of health services
  • Hospital management
  • Patient satisfaction
  • Healthcare providers
  • Policymakers
  • Patients