Pengaruh kualitas pelayanan dan komunikasi dokter-pasien terhadap kepuasan pasien rawat inap RSUD K.R.M.T Wongsonegoro
Article Sidebar
Read Counter : 5
Download : 3
Main Article Content
Abstract
Patient satisfaction is a crucial indicator for evaluating healthcare service quality and has become a primary focus in global health policies. This study aims to analyze the impact of service quality and doctor-patient communication on the satisfaction levels of inpatients at RSUD K.R.M.T Wongsonegoro. A descriptive quantitative research design was used, employing a survey approach with questionnaires administered to 107 inpatients at the hospital. The study's findings reveal that service quality has a positive and significant influence on patient satisfaction. Key aspects of service quality, including reliability, the availability of physical facilities, and the empathy shown by healthcare staff play a substantial role in enhancing patient satisfaction. Furthermore, the study shows that effective doctor-patient communication is highly significant in determining patient satisfaction. Open, empathetic, and clear communication fosters trust between patients and healthcare providers, enhances patient understanding, and alleviates uncertainty throughout the treatment process. These findings suggest that fostering effective communication and ensuring high-quality service are critical strategies for improving patient satisfaction. It is recommended that the hospital continuously enhance both the quality of healthcare services and the communication skills of healthcare providers. This approach is essential to create a more positive treatment experience, increase patient trust, and ensure that patients consistently receive optimal care.
Kepuasan pasien merupakan indikator penting dalam mengevaluasi kualitas pelayanan kesehatan dan telah menjadi fokus utama dalam kebijakan kesehatan global. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan komunikasi dokter-pasien terhadap tingkat kepuasan pasien rawat inap di RSUD K.R.M.T Wongsonegoro. Desain penelitian yang digunakan adalah deskriptif kuantitatif, dengan pendekatan survei melalui kuesioner yang diberikan kepada 107 pasien rawat inap di rumah sakit tersebut. Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh positif dan signifikan terhadap kepuasan pasien. Aspek-aspek kualitas pelayanan, seperti keandalan, ketersediaan fasilitas fisik, dan empati yang diberikan oleh tenaga kesehatan, berperan besar dalam meningkatkan kepuasan pasien. Selain itu, komunikasi dokter-pasien juga terbukti memiliki pengaruh yang sangat signifikan terhadap kepuasan pasien. Komunikasi yang terbuka, empati, dan jelas antara dokter dan pasien dapat membangun kepercayaan, meningkatkan pemahaman pasien, dan mengurangi ketidakpastian selama proses pengobatan. Temuan ini menunjukkan bahwa komunikasi yang efektif dan jaminan kualitas pelayanan merupakan strategi penting untuk meningkatkan kepuasan pasien. Disarankan agar rumah sakit terus meningkatkan kualitas pelayanan kesehatan serta kemampuan komunikasi tenaga kesehatan. Pendekatan ini penting untuk menciptakan pengalaman perawatan yang lebih positif, meningkatkan kepercayaan pasien, dan memastikan bahwa pasien selalu menerima pelayanan yang optimal.
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
Aagja, J. P., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60–83. https://doi.org/10.1108/17506121011036033
Al-Temimi, M., Kidon, M., & Johna, S. (2016). Accreditation council for graduate medical education core competencies at a community teaching hospital: Is there a gap in awareness? The Permanente Journal, 20(4), 69–73. https://doi.org/10.7812/TPP/16-067
Allenbaugh, J., Corbelli, J., Rack, L., Rubio, D., & Spagnoletti, C. (2019). A brief communication curriculum improves resident and nurse communication skills and patient satisfaction. Journal of General Internal Medicine, 34(7), 1167–1173. https://doi.org/10.1007/s11606-019-04951-6
Anjayati, S. (2021). Review artikel: Analisis kualitas pelayanan terhadap kepuasan pasien di puskesmas menggunakan metode Servqual. Nursing Care and Health Technology Journal (NCHAT), 1(1), 31–38. https://doi.org/10.56742/nchat.v1i1.7
Aqil, A. D. C. (2020). Studi kepustakaan mengenai kualitas pelayanan terhadap kepuasan pasien rawat jalan di rumah sakit. Jurnal Ilmiah Pamenang, 2(2), 1–6. https://doi.org/10.53599/jip.v2i2.58
Barlian, E. (2016). Metodologi penelitian kualitatif & kuantitatif. Sukabina Press. https://doi.org/10.31227/osf.io/aucjd
Biglu, M. H., Nateqv, F., Ghojazadeh, M., & Asgharzadeh, A. (2017). Communication skills of physicians and patients’ satisfaction. Materia Socio Medica, 29(3), 192–195. https://doi.org/10.5455/msm.2017.29.192-195
Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230–255. https://doi.org/10.1108/17554191011084157
Chang, C. S., Chen, S. Y., & Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Services Research, 13(1), 22. https://doi.org/10.1186/1472-6963-13-22
Demirgunes, B. K., & Avcilar, M. Y. (2017). The effect of cognitive dissonance on external information search and consumer complaint responses. International Journal of Business Administration, 8(2), 57–72. https://doi.org/10.5430/ijba.v8n2p57
Deswita, A., & Loisa, R. (2024). Strategi komunikasi mahasiswa dalam membangun relasi berdasarkan teori akomodasi komunikasi. Koneksi, 8(2), 453–462. https://www.journal.untar.ac.id/index.php/koneksi/article/view/27660
Ghozali, I. (2014). Structural Equation Modeling: Metode alternatif dengan Partial Least Squares (PLS). Badan Penerbit Universitas Diponegoro.
Hair, Jr., J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE.
Kotler, P., & Armstrong, G. (2018). Principles of marketing (17th ed.). Pearson Education.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson.
Kuncoro, M. (2013). Metode riset untuk bisnis dan ekonomi: Bagaimana meneliti dan menulis tesis. Erlangga.
Legar, F., Turcotte, S., Stacey, D., Ratt, S., Kryworuchko, J., & Graham, I. D. (2012). Patients perceptions of sharing in decisions: A systematic review of interventions to enhance shared decision making in routine clinical practice. Patient, 5(1), 1–19. https://doi.org/10.2165/11592180-000000000-00000
Makahiking, M., Maramis, F. R. R., & Rumayar, A. A. (2020). Hubungan antara komunikasi dokter-pasien dengan kepuasan pasien rawat inap di RSUD Kota Bitung. KESMAS: Jurnal Kesehatan Masyarakat Universitas Sam Ratulangi, 9(4), 85–93. https://ejournal.unsrat.ac.id/index.php/kesmas/article/view/29592
Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International Business Research, 3(4), 72–80. https://doi.org/10.5539/ibr.v3n4p72
Neupane, R., & Devkota, M. (2017). Evaluation of the impacts of service quality dimensions on patient/customer satisfaction: A study of private hospitals in Nepal. International Journal of Social Sciences and Management, 4(3), 165–176. https://doi.org/10.3126/ijssm.v4i3.17520
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
Rajarathinam, M. (2010). A study on quality of service as a tool for enhancement of customer satisfaction in banks. Global Journal of Finance and Management, 2(1), 123–133.
Rantung, N. G., Kepel, B. J., Lumunon, T. H. W., Surya, W. S., & Waworuntu, M. Y. (2022). Pengaruh komunikasi verbal dan non verbal antara dokter-pasien berfokus terhadap kepuasan pasien pada pelayanan kesehatan di rawat inap RSUD Anugerah Tomohon. Jurnal Kesehatan Masyarakat, 6(3), 2038–2050. https://doi.org/10.31004/prepotif.v6i3.8861
Schwartz, R., Dubey, M., Blanch-Hartigan, D., Sanders, J. J., & Hall, J. A. (2021). Physician empathy according to physicians: A multi-specialty qualitative analysis. Patient Education and Counseling, 104(10), 2425–2431. https://doi.org/10.1016/j.pec.2021.07.024
Sugiyono. (2019). Metode penelitian kuantitatif kualitatif dan R&D (2nd ed.). Alfabeta.
Świątoniowska-Lonc, N., Polański, J., Tański, W., & Jankowska-Polańska, B. (2020). Impact of satisfaction with physician–patient communication on self-care and adherence in patients with hypertension: Cross-sectional study. BMC Health Services Research, 20(1), 1046. https://doi.org/10.1186/s12913-020-05912-0