Hubungan kualitas layanan dengan kepuasan pasien rawat jalan di RSUD Ciawi
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Abstract
Customer satisfaction with service quality is determined by comparing their perceptions of the services received with their initial expectations. Based on the Ministry of Health's Community Satisfaction Index (IKM), the quality of service at RSUD Ciawi is still not meeting the minimum service standards that have been set. Suboptimal provision of health services by health workers can cause patient dissatisfaction with the services provided. This study aims to analyze the effect of service quality on patient satisfaction at RSUD Ciawi outpatient unit, Bogor Regency, to determine the level of patient satisfaction and service quality of the services provided at RSUD Ciawi outpatient unit, Bogor Regency. This research is a quantitative analysis with a cross-sectional approach. Data were obtained from questionnaires distributed to samples, namely outpatients who have received services at RSUD Ciawi and carried out in September 2024. There were 218 feedback from respondents which were then processed, tested for validity and reliability and hypothesis testing using PLS-SEM software. The results shows that the t-statistic value is there is a positive and significant influence between service quality on customer satisfaction. The research respondents' data also showed that the quality of service at RSUD Ciawi outpatient unit was very good and outpatient satisfaction with the quality of service at RSUD Ciawi is really satisfying. RSUD Ciawi is advised to conduct regular evaluations of service quality, involve patients in satisfaction surveys, and pay attention to the fairness of pricing and the comfort of physical facilities in order to strengthen patient satisfaction and trust in the hospital's services.
Kepuasan pelanggan terhadap kualitas pelayanan ditentukan dengan membandingkan persepsi mereka terhadap layanan yang diterima dengan harapan awal mereka. Berdasarkan Indeks Kepuasan Masyarakat (IKM) Kemenkes kualitas pelayanan RSUD Ciawi dinyatakan masih tidak memenuhi standar pelayanan minimal yang sudah ditetapkan. Penyediaan layanan kesehatan yang kurang optimal oleh petugas kesehatan dapat menyebabkan ketidakpuasan pasien terhadap layanan yang diberikan. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pasien di unit rawat jalan RSUD Ciawi kabupaten Bogor, mengetahui tingkat kepuasan dan kualitas pelayanan pasien terhadap pelayanan yang diberikan di unit rawat jalan RSUD Ciawi Kabupaten Bogor. Penelitian ini merupakan penelitian kuantitatif analisis dengan pendekatan cross-sectional. Data diperoleh dari kuesioner yang disebarkan kepada sampel yaitu pasien yang pernah mendapatkan pelayanan di unit rawat jalan RSUD Ciawi dan dilaksanakan pada September 2024. Terdapat 218 feedback dari responden yang kemudian diolah, diuji validitas dan reliabilitasnya serta dilakukan uji hipotesis menggunakan software PLS-SEM. Hasil penelitian didapatkan bahwa terdapat pengaruh positif dan signifikan antara kualitas layanan terhadap kepuasan pelanggan. Data responden penelitian juga menunjukan kualitas pelayanan unit rawat jalan RSUD Ciawi sudah sangat baik serta kepuasan pasien terhadap kualitas pelayanan unit rawat jalan RSUD Ciawi adalah sangat puas. RSUD Ciawi disarankan untuk melakukan evaluasi berkala terhadap kualitas layanan, melibatkan pasien dalam survei kepuasan, dan memperhatikan kewajaran harga serta kenyamanan fasilitas fisik guna memperkuat kepuasan dan kepercayaan pasien terhadap layanan rumah sakit.
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