Pengaruh Identitas, Lingkungan Fisik, Petugas, dan Pelayanan Rumah Sakit Terhadap Hospital Image Rumah Sakit Pemerintah (Penilaian Menurut Masyarakat Kabupaten Lumajang)

Abstract

Background: Government hospitals play an important role in providing health services to the community. The hospital image of government hospitals, which is influenced by identity, physical environment, officers, and services, is a crucial factor in attracting public interest to use these health services. Objective: This research is to analyze the influence of identity, physical environment, staff and hospital services on the hospital image of government hospitals according to community assessments in Lumajang Regency. Method: This research uses a quantitative approach with analytical research type. Data was collected by filling out questionnaires by respondents who were residents of Lumajang Regency aged ≥17 years and with a minimum education of high school, a total of 340 respondents. Data analysis was carried out using appropriate SPSS. Results: The research showed that most of the respondents' assessments were in the medium category regarding hospital identity (77.4%), physical environment (72.9%), hospital employees (61.5%), hospital services (61.5%), and positive assessment on hospital image (75.3%). The factors that play a role in the coefficient of best determination influencing the hospital image of government hospitals are hospital identity, physical environment, staff and hospital services at 77.6%. Conclusion: based on the results of the study, it can be concluded that the identity, physical environment, officers, and services of the hospital have an influence on the image of government hospitals. The quality and image of government hospitals need special attention to be improved in meeting public expectations. Suggestion: It is recommended that government hospitals continue to evaluate and improve their identity, physical environment, staff and services provided. Apart from that, efforts to increase communication and positive interactions between hospitals and the community also need to be increased in order to strengthen the hospital image of government hospitals.