Pengaruh Proses dan Karyawan terhadap Nilai Pelayanan Serta Implikasinya pada Kepuasan Pasien: Suatu Survei pada Pasien di UPTD Puskesmas Babakan Sari

Gemi Hafitiani Otafirda; Tita Setiawati

doi:10.61132/lokawati.v4i3.2912

Authors

Gemi Hafitiani Otafirda Universitas Pasundan
Tita Setiawati Universitas Pasundan

DOI:

https://doi.org/10.61132/lokawati.v4i3.2912

Keywords:

Employees, Patient Satisfaction, Primary Health Care, Process, Service Value

Abstract

This study aims to obtain empirical evidence regarding the influence of process and employees on service value and its implications for patient satisfaction at UPTD Puskesmas Babakan Sari. This study employed a quantitative approach using descriptive and verificative methods. The population consisted of outpatients at UPTD Puskesmas Babakan Sari, with a sample of 100 respondents selected using consecutive sampling. Data were collected through structured questionnaires, observation, interviews, and literature studies. Descriptive analysis was used to describe the conditions of process, employees, service value, and patient satisfaction, while verificative analysis was used to examine the effects among variables using path analysis. The results showed that process obtained a mean score of 2.55 and was categorized as poor, employees obtained a mean score of 2.68 and were categorized as poor, service value obtained a mean score of 2.80, while patient satisfaction obtained a mean score of 2.67 and was categorized as dissatisfied. Path analysis showed that process had a positive and significant effect on service value with a path coefficient of 0.412, while employees had a positive and significant effect on service value with a path coefficient of 0.385. Simultaneously, process and employees contributed 54.65% to service value. Service value had a positive and significant effect on patient satisfaction with a path coefficient of 0.724 and a contribution of 52.42%. Process and employees also had indirect effects on patient satisfaction through service value of 0.298 and 0.279, respectively. These findings indicate that improving service processes and employee quality is important in enhancing service value, which subsequently contributes to increased patient satisfaction.

Downloads

Download data is not yet available.

References

Alma, B. (2017). Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta.

Andrianto, M. S., & Subagyo, H. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pasien pada fasilitas pelayanan kesehatan tingkat pertama. Jurnal Manajemen Pelayanan Kesehatan, 24(2), 85–94.

Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.

Grönroos, C. (2007). Service Management and Marketing: Customer Management in Service Competition. Chichester: John Wiley & Sons.

Hardiyansyah. (2018). Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator dan Implementasinya. Yogyakarta: Gava Media.

Hasan, A. (2018). Marketing dan Kasus-Kasus Pilihan. Yogyakarta: CAPS.

Kotler, P., & Armstrong, G. (2018). Principles of Marketing. Pearson.

Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing Management. Pearson.

Lovelock, C., & Wirtz, J. (2016). Services Marketing: People, Technology, Strategy. Singapore: World Scientific.

Lovelock, C., & Wright, L. (2020). Principles of Service Marketing and Management. Pearson.

Mappedeceng, R. (2022). Manajemen Pemasaran Jasa dan Kualitas Pelayanan. Jakarta: Prenadamedia Group.

Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer. New York: Routledge.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Peraturan Pemerintah Republik Indonesia Nomor 28 Tahun 2024 tentang Peraturan Pelaksanaan Undang-Undang Nomor 17 Tahun 2023 tentang Kesehatan.

Putri, A. R., & Kurniawan, R. (2022). Pengaruh kualitas pelayanan terhadap kepuasan pasien pada pelayanan kesehatan tingkat pertama. Jurnal Administrasi Kesehatan Indonesia, 10(2), 115–124.

Setiawan, E., & Hidayat, R. (2023). Nilai yang dirasakan pasien dan pengaruhnya terhadap kepuasan pada pelayanan kesehatan. Jurnal Manajemen Kesehatan Indonesia, 11(1), 45–55.

Tjiptono, F. (2020). Strategi Pemasaran: Prinsip dan Penerapan. Yogyakarta: Andi.

Tjiptono, F., & Chandra, G. (2019). Service, Quality & Customer Satisfaction. Yogyakarta: Andi.

Undang-Undang Republik Indonesia Nomor 17 Tahun 2023 tentang Kesehatan.

World Health Organization. (2020). Quality Health Services: Planning Guide. Geneva: World Health Organization.

World Health Organization. (2021). Global Patient Safety Action Plan 2021–2030: Towards Eliminating Avoidable Harm in Health Care. Geneva: World Health Organization.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm. New York: McGraw-Hill Education.