Search Repository Universitas Fort De Kock

Keberhasilan yang diperoleh suatu layanan kesehatan dalam meningkatkan mutu pelayanannya sangat berhubungan erat dengan kepuasan pasien. Untuk mengetahui kualitas pelayanan yang dirasakan secara nyata oleh konsumen, ada indikator ukuran kepuasaan konsumen yang terletak pada 5 dimensi kualitas pelayanan, yaitu: reliability, responsiveness, assurance, emphaty dan tangibles. Tujuan penelitian untuk mengetahui hubungan mutu pelayanan kesehatan dengan kepuasan Pasien Rawat Inap di Rumah Sakit Madina Tahun 2019. Metode penelitian analitik dengan desain crosssectional. Populasi sebanyak 2113 pasien dengan sampel 95. Pengambilan sampel menggunakan teknik random sampling. Data kepuasan pasien reliability, tangibles, responsiveness, assurance dan emphaty didapatkan dengan menggunakan kuesioner. Analisis data secara univariat dan bivariat dengan uji chi square dengan =0,05. Dari hasil penelitian didapatkan distribusi frekuensi 43 (45.3%) realibility kurang baik, 50 (52.6%) responsiveness kurang baik, 49 (51.6%) assurance kurang baik, 35 (36.8%) emphaty kurang baik, 38 (40%) tangible (nyata/tampak) kurang baik, 43 (41.3%) kurang puas. Terdapat hubungan antara, responsiveness (p=0,001 dan OR=4.636), assurance (p=0,002 dan OR=4.108) dan emphaty (p=0.001 dan OR= 4.472) dengan kepuasan pasien. Tidak terdapat hubungan antara tangibles (p=0.083) dan reliability (p=0.101) dengan kepuasan pasien. Disimpulkan bahwa variabel yang berhubungan dengan kepuasan pasien adalah responsiveness, assurance, dan emphaty, dimana variabel yang paling berhubungan adalah ketanggapan (responsiveness) dan variabel yang tidak berhubungan adalah tangibles dan reliability. Diharapkan kepada rumah sakit agar dapat mengevaluasi kepuasan pelanggan/pasien rawat inap dan melakukan tindakan untuk meningkatkan kepuasan pasien dengan cara meningkatkan mutu pelayanan kesehatan terutama meningkatkan ketanggapan petugas.

One of indicators to be said successful found in a health service in improving a service related to patient satisfaction. To know quality service that felt by patient factually, there are some indicators of consuments that provided into 5 dimensions of service quality, namely reliability, responsiveness, assurance, empathy and tangibles. The purpose of this research is to know the correlation between service quality and satisfaction of instant patients in madina hospital in 2019. Method of the research uses analytical by using cross sectional design.The total population is 2113 and the sample is 95 patients. Technique data collecting uses random sampling. patients satisfaction data are reliability, tangibles, responsiveness, assurance and empathy. Found by using the questioners. analyzing data uses univariant and bivariant with chi square =0,05. Based on the result of the research found that frequency distribution 43 (45.3%) not good reliability, 50 (52.6%) responsiveness is satisfied, 49 (51.6 %) assurance is satisfied, 35 (36.8%) empathy is satisfied, 38 (40%) tangible (clear/reality) is satisfied, 44 (46.3%) is satisfied. there is a correlation between responsiveness (p=0.001 and OR=4.636), assurance (p=0.002 and OR =4.108) and empathy (p=0.001 and OR=4.472) with patients satisfaction. there is no correlation between tangibles (p=0.0083) and reliability (p=0.101) with patients satisfaction. It can be concluded that factors related to patients satisfaction is responsiveness, assurance and empathy with the most related is responsiveness and factor that there is no correlation is tangibles and reliability. it is expected to hospital to evaluate patients satisfaction and do to act to improve patients satisfaction by improving several ways about health quality service especially responsiveness.