Analisis tingkat kepuasan pasien penyakit ginjal kronis terhadap pelayanan hemodialisis di RSUD Raa Soewondo Pati
Article Sidebar
Main Article Content
Abstract
This study aims to analyze the level of satisfaction of chronic kidney disease (CKD) patients with hemodialysis services at RSUD RAA Soewondo Pati as well as the quality of hemodialysis services themselves, and determine the relation between the level of satisfaction of CKD patients and the quality of hemodialysis services provided. The form of research used was quantitative descriptive with a cross-sectional study design, with a total research sample of 90 CKD patients undergoing hemodialysis at RAA Soewondo Pati Regional Hospital. Data analysis was carried out using the Partial Least Square - Structural Equation Modeling (PLS-SEM) method. The data in this research was analyzed in three stages, namely: outer model analysis, inner model analysis, and hypothesis testing. The results obtained from data analysis found that there was a positive influence from the indicators of physical evidence, reliability, responsiveness, assurance, and empathy on the satisfaction of CKD patients undergoing hemodialysis at RAA Soewondo Pati Regional Hospital with the hope of improving service performance in the future, as an effort and contribution to improving the quality of life of CKD patients.
Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pasien penyakit ginjal kronis (PGK) terhadap pelayanan hemodialisis di RSUD RAA Soewondo Pati serta kualitas pelayanan hemodialisis itu sendiri, dan mengetahui hubungan antara tingkat kepuasan pasien PGK dengan kualitas pelayanan hemodialisis yang disediakan. Bentuk penelitian yang digunakan, yaitu deskriptif kuantitatif dengan desain studi cross-sectional, dengan jumlah sampel penelitian sebanyak 90 pasien PGK yang menjalani hemodialisis di RSUD RAA Soewondo Pati. Analisis data dilakukan dengan metode Partial Least Square-Structural Equation Modelling (PLS-SEM). Data dalam penelitian ini dianalisis dalam tiga tahapan, yaitu: analisis outer model, analisis inner model, serta pengujian hipotesis. Hasil yang didapatkan dari analisis data, yaitu ditemukan bahwa terdapat pengaruh positif dari indikator tangibles, reliability, responsiveness, assurance, dan empathy terhadap kepuasan pasien PGK yang menjalani hemodialisis di RSUD RAA Soewondo Pati dengan harapan agar dapat meningkatkan kinerja pelayanan di masa yang akan datang, sebagai salah satu upaya dan kontribusi dalam memperbaiki kualitas hidup para pasien PGK tersebut.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
This work is licensed under a Jurnal Manajemen Bisnis dan Kewirausahaan Creative Commons Attribution-ShareAlike 4.0 International License.
References
Ali, B. J., Anwer, D. R. N. A., & Anwar, G. (2021). Private hospitals’ service quality dimensions: The impact of service quality dimensions on patients’ satisfaction. International Journal of Medical, Pharmacy and Drug Research, 5(3), 7–19. https://doi.org/10.22161/ijmpd.5.3.2
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M. M., & Amenta, P. (2017). Determinants of patient satisfaction: A systematic review. Perspectives in Public Health, 137(2), 89–101. https://doi.org/10.1177/1757913916634136
Boadi, E. B., Wenxin, W., Bentum-Micah, G., Asare, I. K. J., & Bosompem, L. S. (2019). Impact of service quality on customer satisfaction in Ghana hospitals: A PLS-SEM approach. Canadian Journal of Applied Science and Technology, 7(3), 503–511.
Dewi, M. (2016). Pengaruh kualitas pelayanan terhadap kepuasan pasien pengguna BPJS pada rumah sakit rehabilitasi medik Kabupaten Aceh Timur. Jurnal Manajemen dan Keuangan, 5(2), 535–544. https://ejurnalunsam.id/index.php/jmk/article/view/79
Fernandes, N. V., & Nurvita, S. (2022). Hubungan mutu pelayanan kesehatan dengan tingkat kepuasan pasien di rumah sakit Kota Lospalos tahun 2022. Jurnal Rekam Medis dan Manajemen Informasi Kesehatan, 2(2), 17–28. https://doi.org/10.53416/jurmik.v2i2.104
Fitzsimmons, J. A., & Fitzsimmons, M. J. (1994). Service management for competitive advantage. McGraw-Hill.
Fu, M., Kasih, Y., & Megawati, M. (2018). Analisis pengaruh tangible, reliability, responsiveness, assurance dan empathy terhadap loyalitas pelanggan JNE Cabang Palembang (Studi kasus pada mahasiswa STIE MDP). Stie Mdp, 1–9.
Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, 18(1), 185–214. https://doi.org/10.1080/07421222.2001.11045669
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Indonesian Renal Registry. (2018). 11th Report of Indonesian Renal Registry. https://www.indonesianrenalregistry.org/data/IRR 2018.pdf
Iskandar, A., & Februadi, A. (2021). Pengaruh dimensi service quality terhadap kepuasan pasien di bagian rawat inap Rumah Sakit Immanuel Bandung. Majalah Ilmiah UNIKOM, 19(2), 87–95. https://doi.org/10.34010/miu.v19i2.6388
Kalaja, R., Myshketa, R., & Scalera, F. (2016). Service quality assessment in health care sector: The case of Durres Public Hospital. Procedia - Social and Behavioral Sciences, 235, 557–565. https://doi.org/10.1016/j.sbspro.2016.11.082
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Lankarani, K. B., Malek-Hosseini, S. A., Nikeghbalian, S., Dehghani, M., Pourhashemi, M., Kazemi, K., Janghorban, P., Akbari, M., Ghahramani, S., Eghtesad, B., Moini, M., Jaberi, A. R., Shamsaifar, A., Gholami, S., Rahmanian, F., & Geramizadeh, B. (2016). Fourteen years of experience of liver transplantation for Wilson’s disease; A report on 107 cases from Shiraz, Iran. PLoS ONE, 11(12), e0167890. https://doi.org/10.1371/journal.pone.0167890
Mahmud, A. (2022). The effect of service quality dimensions on patient satisfaction. Golden Ratio of Data in Summary, 2(2), 38–48. https://doi.org/10.52970/grdis.v2i2.215
Martha, L., & Jordan, R. (2022). Pengaruh tangible, emphaty, responsiveness, assurance, dan reliability terhadap loyalitas pelanggan pada Hotel Bunda Padang. Jurnal Ilmiah Multidisiplin, 1(6), 1488–1503. https://journal-nusantara.com/index.php/JIM/article/view/370
Menteri Kesehatan Republik Indonesia. (2004). Keputusan Menteri Kesehatan Republik Indonesia Nomor 1024/MENKES/SK/X/2004 tentang Persyaratan Kesehatan Lingkungan Rumah Sakit. https://www.persi.or.id/images/regulasi/kepmenkes/kmk12042004.pdf
Nurhidayati, S., & Taroeno, S. A. (2017). Hubungan antara lama hemodialisis dengan kualitas hidup pada pasien penyakit ginjal kronik (PGK) stadium 5 di RSUD RAA Soewondo Pati [Skripsi, Universitas Muhammadiyah Surakarta]. https://eprints.ums.ac.id/50114/
Ofela, H., & Agustin, S. (2016). Pengaruh harga, kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen Kebab Kingabi. Jurnal Ilmu dan Riset Manajemen, 5(1), 1–15. http://jurnalmahasiswa.stiesia.ac.id/index.php/jirm/article/view/423
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.2307/1251430
Putri, B. S., & Kartika, L. (2017). Pengaruh kualitas pelayanan BPJS Kesehatan terhadap kepuasan pengguna perspektif dokter Rumah Sakit Hermina Bogor. Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 2(1), 1–12. https://doi.org/10.36226/jrmb.v2i1.24
Rahim, A. I. A., Ibrahim, M. I., Musa, K. I., Chua, S. L., & Yaacob, N. M. (2021). Patient satisfaction and hospital quality of care evaluation in Malaysia using SERVQUAL and Facebook. Healthcare (Switzerland), 9(10), 1369. https://doi.org/10.3390/healthcare9101369
Ristiani, I. Y. (2017). Pengaruh sarana prasarana dan kualitas pelayanan terhadap kepuasan pasien (Studi pada pasien rawat jalan unit Poliklinik IPDN Jatinangor). Coopetition, 7(2), 155–166.
Rosiana, Sarnianto, P., & Anggriani, Y. (2019). Analisis komparatif biaya hemodialisis pada pasien dengan penyakit ginjal kronis di Rumah Sakit X Kabupaten Bogor. Jurnal Ilmiah Kedokteran Medika Tadulako, 6(2), 122–131. http://jurnal.untad.ac.id/jurnal/index.php/MedikaTadulako/article/view/14159
Rosmila, G. B., Yaya, R., & Pribadi, F. (2020). The comparison of the unit cost of hemodialysis with INA CBG rates in Muhammadiyah Siti Aminah Hospital. Archives of Business Research, 8(5), 80–95. https://doi.org/10.14738/abr.85.8210
Sharma, K., & Jain, K. (2021). Service quality in health care: A study of patients satisfaction in selected private hospitals of South Rajasthan. Wesleyan Journal of Research, 13(68), 1–9.
Siregar, C. T. (2020). Buku ajar manajemen komplikasi: Pasien hemodialisa (R. A. Ariga (ed.)). Deepublish.
Tantarto, T., Kusnadi, D., & Sukandar, H. (2020). Analysis of service quality towards patient satisfaction (Comparative study of patients using telemedicine application and face to face consultation in healthcare). European Journal of Business and Management Research, 5(5), 1–7. https://doi.org/10.24018/ejbmr.2020.5.5.516
Tjiptono, F., & Chandra, G. (2017). Pemasaran strategik: Mengupas pemasaran strategik, branding strategik, customer satisfaction, strategi kompetitif hingga e-marketing (3rd ed.). Andi.
Wahab, W. (2017). Pengaruh kualitas pelayanan terhadap kepuasan nasabah industri perbankan syariah di Kota Pekanbaru. Maqdis: Jurnal Kajian Ekonomi Islam, 2(1), 51–66. https://doi.org/10.15548/maqdis.v2i1.78
Zul’Irfan, M., Suza, D. E., & Sitepu, N. F. (2019). Perbandingan latihan napas buteyko dan latihan blowing balloons terhadap perubahan arus puncak ekspirasi pada pasien asma. Jurnal Perawat Indonesia, 3(2), 93–100. https://doi.org/10.32584/jpi.v3i2.314