Gambaran tingkat kepuasan pasien terhadap customer relationship management atas kualitas pelayanan kesehatan di ruang rawat inap Rumah Sakit Umum Daerah Majalengka
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Abstract
This research was conducted to determine the influence between CRM and the quality of health services on patient satisfaction in the inpatient unit of Majalengka Regional Hospital. This research is quantitative research using a questionnaire. The research results are explained using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The research results show that Customer Relationship Management (CRM) has a positive and insignificant effect on the level of patient satisfaction in the inpatient room at Majalengka Regional Hospital. Meanwhile, the quality of health services has a significant positive influence on patient satisfaction. These findings indicate that hospitals need to improve CRM implementation, especially in the technology and communication aspects. Hospitals are advised to continue to concentrate and ensure that each staff carries out their role optimally.
Penelitian ini dilakukan untuk mengetahui adanya pengaruh antara CRM dan kualitas pelayanan kesehatan terhadap kepuasan pasien di unit rawat inap RSUD Majalengka. Penelitian ini merupakan penelitian kuantitatif menggunakan kuesioner. Hasil penelitian dianalisis menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa Customer Relationship Management (CRM) bepengaruh positif dan tidak signifikan terhadap tingkat kepuasan pasien di ruang rawat inap RSUD Majalengka. Sementara itu, kualitas pelayanan kesehatan bepengaruh positif yang signifikan terhadap kepuasan pasien. Temuan ini menunjukkan bahwa rumah sakit perlu memperbaiki implementasi CRM, terutama dalam aspek teknologi dan komunikasi. Rumah sakit disarankan untuk terus memantau dan memastikan bahwa setiap staf menjalankan peran mereka secara optimal.
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