PENGARUH TRUST TERHADAP KEPUASAN PASIEN RSUD HAJI PROVINSI SULAWESI SELATAN
DOI:
https://doi.org/10.31004/jkt.v5i2.27253Keywords:
Kepuasan, Pasien, Rumah Sakit, TrustAbstract
Kepuasan pelanggan merupakan keseluruhan perasaan atau sikap yang dimiliki seseorang atas produk yang telah dibeli. Kepuasan adalah peran utama sehingga pelanggan menjadi setia dan akan berdampak pada profitabilitas. Kunjungan pasien rawat jalan mengalami penurunan selama empat tahun terakhir sehingga dapat mempengaruhi pendapatan rumah sakit dan berdampak pada penurunan seiring dengan jumlah pasien yang berkunjung ke rumah sakit. Untuk pelayanan rumah sakit, pasien tidak boleh dibedakan antara PBI dan non-PBI. Beberapa keluhan pasien BPJS yang paling umum adalah terkait kecepatan dan keramahan petugas kesehatan dalam merawat pasien. Tujuan penelitian ini adalah untuk mengetahui analisis pengaruh trust terhadap kepuasan pasien RSUD Haji Provinsi Sulawesi Selatan. Jenis penelitian ini adalah penelitian kuantitatif yang menggunakan studi observasional analitik dengan rancangan cross sectional study. Sampel dalam penelitian ini ditentukan stratified random sampling yaitu 160 pasien. Analisis data menggunakan uji chi square. Rata-rata responden berada pada tingkat umur 36-45 tahun (41.3%), jenis kelamin perempuan (67.5%), pekerjaan wiraswasta (49.8%), pendidikan terakhir S1 (32.5%), jarak <5km (77.5%), jumlah pelayanan tak terhingga (75%). Uji chi square menunjukkan bahwa ada pengaruh trust dengan kepuasan pasien dengan nilai (P=0.000), Hal tersebut berarti apabila pasien mengharapkan pelayanan tertentu, dan sesuai dengan harapan yang diterimanya maka pasien akan puas. Disarankan untuk manajemen rumah sakit harus mempertahankan dan melakukan monitoring evaluasi dengan memberikan keyakinan akan kehandalan rumah sakit, cepat tanggap dalam memberikan pelayanan terhadap pasien dan memahami keingan pasien sehingga menimbulkan kepercayaan konsumen untuk sembuh jika berobat ke rumah sakit, kualitas peralatan yang dimiliki rumah sakit, melakukan sesuai janji yang diberikan.References
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