Search Repository Universitas Fort De Kock

Menurunnya tingkat kepuasan pasien dan menurunnya jumlah kunjungan
pasien. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan (tangible,
reliability, responsiveness, assurance, emphaty dan waktu tunggu rawat jalan)
terhadap kepuasan pasien pada Instalasi Rawat Jalan RSUD Tuanku Imam
Bonjol. Penelitian menggunakan metode campuran (mixed methods). Kuantitatif
menggunakan pendekatan cross sectional. Sampel penelitian adalah pasien yang
berkunjung ke instalasi rawat jalan, teknik pengambilan sampel menggunakan
accidental sampling berjumlah 110 orang. Data dianalisis menggunakan uji Chi
Square dan Regresi Logistik. Informan kualitatif adalah internal rumah sakit dan
pasien yang diambil dengan teknik purposive sampling sebanyak 17 orang.
Pengumpulan data menggunakan metode wawancara mendalam, telaah dokumen
dan observasi dianalisis dengan triangulasi. Penelitian dilakukan selama bulan

April-Juni 2025. Hasil penelitian diperoleh tangible p-value 0.000, reliability p-
value 0.000, responsiveness p-value 0.000, assurance p-value 0.000, emphaty p-
value 0.156, waktu tunggu rawat jalan p-value 0.029, variabel yang berpengaruh

secara bersama-sama adalah tangible, responsiveness, assurance dan waktu
tunggu rawat jalan dengan p-value 0.001, dan variabel yang paling berpengaruh
adalah responsiveness dengan p-value 0.001 dan odds ratio 37.144. Komponen
input kebijakan dan ketersediaan SDMK sudah mencukupi, biaya dan sarana
prasarana masih kurang. Komponen proses perencanaan, pengorganisasian dan
pelaksanaan sudah berjalan sesuai aturan, monitoring dan evaluasi berjalan
kurang efektif dan kepuasan yang dirasakan pasien masih kurang baik. Terdapat
hubungan signifikan antara variabel tangible, reliability, responsiveness,
assurance dan waktu tunggu rawat jalan dengan kepuasan pasien, variabel yang
berpengaruh secara bersama-sama adalah tangible, responsiveness, assurance,
waktu tunggu rawat jalan dan variabel yang paling berpengaruh adalah
responsiveness. Komponen yang paling berpengaruh terhadap kepuasan pasien
adalah komponen input variabel sarana prasarana. Untuk meningkatkan kualitas
pelayanan dan kepuasan pasien perlu membuat kebijakan pasien datang 1 (satu)
jam sebelum estimasi dilayani, memperkuat komitmen bersama dokter
penanggung jawab pelayanan agar pelayanan di instalasi rawat jalan sesuai jadwal
yang ditentukan, penambahan kursi di ruang tunggu, kursi roda serta
meningkatkan monitoring dan evaluasi.

The decreasing levels of patient satisfaction and decreasing number of
patient visits. This study aims to analyze the quality of service (tangible,
reliability, responsiveness, assurance, empathy and outpatient waiting time) on
patient satisfaction at the Outpatient Installation of Tuanku Imam Bonjol Regional
Hospital. The study used mixed methods. Quantitative using a cross-sectional
approach. The study sample was patients visiting the outpatient installation, the
sampling technique used accidental sampling totaling 110 people. Data were
analyzed using the Chi Square test and Logistic Regression. Qualitative
informants were internal hospital and patients taken with a purposive sampling
technique of 17 people. Data collection used in-depth interviews, document
reviews and observations analyzed with triangulation. The study was conducted
from April to June 2025. The results of the tangible research obtained a p-value of

0.000, reliability p-value of 0.000, responsiveness p-value of 0.000, assurance p-
value of 0.000, empathy p-value of 0.156, outpatient waiting time p-value of

0.029, the variables that influence together are tangible, responsiveness, assurance
and outpatient waiting time with a p-value of 0.001, and the most influential
variable is responsiveness with a p-value of 0.001 and an odds ratio of 37.144.
The results of the research on input components, policy and the availability of
HHR (Health Human Resources) are sufficient, costs and infrastructure are still
lacking. The process components, planning, organizing and implementation have
been running according to the rules, monitoring and evaluation are less effective
and patient satisfaction is still less good. There is a significant relationship
between tangible, reliability, responsiveness, assurance and outpatient waiting
time variables with patient satisfaction, the variables that influence together are
tangible, responsiveness, assurance, outpatient waiting time and the most
influential variable is responsiveness. The most influential component on patient
satisfaction is the input component of infrastructure variables. To improve the
quality of service and patient satisfaction, it is necessary to create a policy for
patients to arrive 1 (one) hour before the estimated time of service, strengthen the
joint commitment with the doctor in charge of services so that services in the
outpatient installation are according to the specified schedule, add chairs in the
waiting room, wheelchairs and improve monitoring and evaluation.