HUBUNGAN LAMA WAKTU TUNGGU DENGAN PERSEPSI KLIEN TERHADAP LOYALITAS DI INSTALASI RAWAT JALAN RUMAH SAKIT JATIROTO LUMAJANG

Abstract

Hospitals have implemented the best quality through improving the quality of nursing care. One of the dimension of quality of nursing is responsiveness. Waiting time is one dimension of responsiveness. The client’s behavior for using hospital service as the result of hospital effort to maintaining the quality of service to keep the client’s loyalty. This research aimed to analyze the correlation of waiting time with client loyalty at polyclinic of jatiroto hospital lumajang. This research applied the observational analytic type by cross sectional method. The number of samples was 48 people by using cluster random sampling. The research showed that the average of waiting time was 60 minutes 47 second. The data obtained by t-independent statistical test. The result showed the p value 0.000 < 0.05. The conclusion is that there is a significant correlation between the waiting time and client loyalty. Based on this research, the nursing services could be improved to get the client loyalty.