Pengaruh kualitas pelayanan terhadap kepuasan pasien di RS YPK Mandiri Jakarta Pusat
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Abstract
Hospitals as places of health services must provide quality services so they are required to improve the quality of their services. These service efforts are carried out comprehensively and continuously. To achieve services that are in line with people's expectations, there are indicators of 5 dimensions of service that can be carried out, namely reliability, responsiveness, assurance, empathy, and physical evidence. This research was conducted to analyze whether there is a relationship between service quality and patient satisfaction at YPK Mandiri Hospital, Central Jakarta. Patient satisfaction is an important indicator for measuring health services because it influences clinical outcomes and medical malpractice claims. Assessing patient satisfaction can provide good input on hospital quality in terms of compiling evaluations that refer to patient assessments. In this study, there were 310 samples selected using random selection techniques from small segments of individuals or members of the entire population and then analyzed using PLS-SEM. The research results show that there is a relationship between service quality and patient satisfaction, as seen from the results of the analysis which obtained significant results and a positive influence. The two units have the same relationship but the relationship is different, the outpatient unit has a stronger relationship than the inpatient unit. This implies that the hospital, both in inpatient and outpatient units, must maintain a good quality of service for patient satisfaction.
Rumah sakit sebagai tempat pelayanan kesehatan harus memberikan pelayanan yang bermutu sehingga dituntut untuk meningkatkan mutu pelayanannya. Upaya pelayanan tersebut dilakukan secara menyeluruh dan berkesinambungan. Untuk mencapai pelayanan yang sesuai dengan harapan masyarakat, terdapat indikator 5 dimensi pelayanan jasa yang dapat dilakukan, yaitu keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan bukti fisik (tangible). Penelitian ini dilakukan untuk menganalisis apakah terdapat pengaruh antara kualitas pelayanan terhadap kepuasan pasien di RS YPK Mandiri Jakarta Pusat. Kepuasan pasien merupakan indikator penting untuk mengukur pelayanan kesehatan karena memengaruhi hasil klinis dan klaim malpraktek medis. Menilai kepuasan pasien dapat memberikan input yang baik kepada kualitas rumah sakit dalam hal menyusun evaluasi. Penelitian ini terdapat 310 sampel yang dipilih dengan menggunakan teknik pemilihan acak dari segmen kecil individu atau anggota dari seluruh populasi dan kemudian dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif antara kualitas pelayanan dengan kepuasan pasien, dilihat dari hasil analisa yang didapatkan hasil signifikan. Pada kedua unit memiliki hubungan yang sama namun kaitannya berbeda, unit rawat jalan memiliki kaitan yang lebih kuat dibanding unit rawat inap. Hal ini menyiratkan bila pihak rumah sakit baik di unit rawat inap maupun rawat jalan harus menjaga kualitas pelayanan yang baik untuk kepuasan pasien.
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