Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Instalasi Rawat Inap Rumah Sakit Umum Daerah Pandega Pangandaran

Authors

  • Ganjar Iskandar Universitas Galuh
  • Apri Budianto Universitas Galuh
  • Aini Kusniawati Universitas Galuh

DOI:

https://doi.org/10.61132/nuansa.v2i2.882

Keywords:

Service Quality, Patient Satisfaction, General Hospital Inpatient Installation

Abstract

Overall patient satisfaction at the Pandega Hospital Inpatient Installation, Pangandaran Regency may be considered less than optimal in terms of suitability and consistency. Concerns regarding appropriateness arise from the lack of services provided by physicians and nurses in a timely and consistent manner. In particular, nurses were not adept at adequately explaining the necessary steps to patients. The level of patient satisfaction is influenced by the standard of service provided, and it is proven that Pandega Pangandaran Regional Hospital is still lagging behind in terms of reliability and responsiveness. The reliability of nurses is still lacking in providing comprehensive, thorough and fast services in accordance with the timeframe and responsiveness that has been determined, with nurses showing reluctance to handle patient complaints. This research was conducted using an explanatory survey method with quantitative methodology. The data analysis methodology used includes instrument testing to assess validity and reliability, research model testing using the coefficient of determination, and hypothesis testing using the t-test. The research results show that the level of service provided at the Pandega Pangandaran Hospital Inpatient Installation is of a high standard. Has the highest score on the empathy indicator and the lowest score on the responsiveness indicator. The level of patient satisfaction at the Pandega Pangandaran Hospital Inpatient Installation is quite high. Has the highest score on the aesthetic indicator and the lowest score on the suitability indicator. The research results found that service quality has a strong and beneficial influence on patient satisfaction at the Inpatient Installation of Pandega Pangandaran Regional Hospital. Thus, there is a direct relationship between the level of excellent service and patient satisfaction at the Pandega Pangandaran Hospital Inpatient Installation.

 

 

Downloads

Download data is not yet available.

References

Baan, R., R., S. 2020. Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap pada RS Bahagia. EKOMBIS Sains Jurnal Ekonomi, Keuangan dan Bisnis, 5(1):45-52.

Dewi, M. 2016. Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Pengguna BPJS pada Rumah Sakit Rehabilitasi Medik Kabupaten Aceh Timur. Jurnal Manajemen Dan Keuangan, 5(2):535-544.

Hardiyansyah. 2017. Kualitas Pelayanan Publik Konsep, Dimensi, Indikator dan Implementasinya. Yogyakarta : Gava Media.

Kosnan, W. 2019. Pengaruh Kualitas Layanan terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Daerah Kabupaten Merauke. Jurnal Ekonomi, Bisnis dan Akuntansi (JEBA), 21(4):1-11.

Maila, I., E. 2021. Kepuasan Pasien Rawat Jalan Geriatri Ditinjau Dari Mutu Pelayanan, Persepsi dan Respon Time Di Puskesmas. Kediri : Strada Press.

Susanti, A., Razak, A., Muchlis, N. 2021. Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Daerah Labuang Baji Makassar pada Masa Pandemi Covid-19. An Idea Health Journal, 1(2):118-125.

Tjiptono, F. 2018. Pemasaran Jasa (Prinsip, Penerapan, Penelitian). Yogyakarta: Andi.

Trisnayanti, Hakim, L., Tahir, N. 2020. Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien di RSUD H. Padjonga Dg. Ngalle Kabupaten Takalar. Journal Unismuh 1(2) : 455-468.

Downloads

Published

2024-05-07

How to Cite

Ganjar Iskandar, Apri Budianto, & Aini Kusniawati. (2024). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Instalasi Rawat Inap Rumah Sakit Umum Daerah Pandega Pangandaran. Jurnal Nuansa : Publikasi Ilmu Manajemen Dan Ekonomi Syariah, 2(2), 31–38. https://doi.org/10.61132/nuansa.v2i2.882

Similar Articles

1 2 3 4 5 6 > >> 

You may also start an advanced similarity search for this article.