HUBUNGAN PERILAKU KONSUMEN DENGAN PREFERENSI PASIEN DI INSTALASI RAWAT JALAN RUMAH SAKIT X MEDAN

Nisrina; Deni Susyanti; Nina Olivia; Suharto

doi:10.35328/keperawatan.v13i2.2835

Authors

Nisrina Program Studi DIII Keperawatan Akademi Keperawatan Kesdam I/Bukit Barisan Medan
Deni Susyanti Program Studi DIII Keperawatan Akademi Keperawatan Kesdam I/Bukit Barisan Medan
Nina Olivia Program Studi DIII Keperawatan Akademi Keperawatan Kesdam I/Bukit Barisan Medan
Suharto Program Studi DIII Keperawatan Akademi Keperawatan Kesdam I/Bukit Barisan Medan

DOI:

https://doi.org/10.35328/keperawatan.v13i2.2835

Keywords:

perilaku konsumen, preferensi pasien, Instalasi Rawat Jalan

Abstract

This study aims to examine the relationship between consumer behavior and patient preferences at the Outpatient Department of X Hospital in Medan. Based on initial surveys, it was found that the number of outpatient visits at X Hospital is the highest compared to other hospitals in the surrounding area. The number of patients at the Outpatient Department of X Hospital from September to November 2024 was 673. Therefore, the researcher is interested in investigating the relationship between consumer behavior and patient preferences, so patients are more likely to choose healthcare services at X Hospital’s outpatient department over others. The consumer behavior studied includes the sociocultural influences, which involve personal, family, reference group, and cultural factors, while patient preferences refer to the types of healthcare services prioritized when choosing outpatient facilities. This research uses a quantitative approach with an analytical survey design (explanatory study) and a cross-sectional method. The study was conducted at the Outpatient Department of X Hospital from October to November 2024, involving 65 respondents as samples. Data were analyzed using the Chi-Square method, and the results showed a significant relationship between consumer behavior and patient preferences (p-value = 0.001). The findings are expected to provide input for hospital management in improving service quality to meet patient expectations, thus increasing patient satisfaction and loyalty to the hospital's services.

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