Hubungan Mutu Pelayanan dengan Kepuasan Pasien di Instalasi Gawat Darurat Rsup Prof. Dr. R. D. Kandou Manado
DOI:
https://doi.org/10.31004/jn.v9i3.48054Abstract
Abstrak Masalah mutu pelayanan kesehatan masih menjadi tantangan serius di Indonesia, terutama dalam meningkatkan kepuasan pasien di Instalasi Gawat Darurat (IGD). Penelitian ini bertujuan untuk menganalisis hubungan antara mutu pelayanan dan kepuasan pasien di IGD RSUP Prof. Dr. R. D. Kandou Manado. Penelitian menggunakan pendekatan kuantitatif dengan desain cross-sectional, melibatkan 100 responden yang dipilih melalui teknik accidental sampling. Data dikumpulkan menggunakan kuesioner berbasis model SERVQUAL, yang mencakup lima dimensi: keandalan, daya tanggap, jaminan, empati, dan bukti fisik. Hasil analisis menunjukkan bahwa seluruh dimensi mutu pelayanan memiliki hubungan signifikan dengan kepuasan pasien (p < 0,05), dengan keandalan sebagai faktor paling dominan. Temuan ini menegaskan pentingnya peningkatan pelayanan yang responsif, empatik, dan profesional sebagai strategi untuk meningkatkan persepsi pasien terhadap layanan rumah sakit. Penelitian ini memberikan dasar empiris bagi manajemen rumah sakit untuk mengembangkan kebijakan mutu pelayanan yang lebih terarah. Kata Kunci: mutu pelayanan, kepuasan pasien, instalasi gawat darurat, SERVQUAL. Abstract The quality of healthcare services remains a crucial issue in Indonesia, especially in improving patient satisfaction in Emergency Departments (ED). This study aimed to analyze the relationship between service quality and patient satisfaction at the Emergency Department of RSUP Prof. Dr. R. D. Kandou Manado. A quantitative approach with a cross-sectional design was applied, involving 100 respondents selected through accidental sampling. Data were collected using a questionnaire based on the SERVQUAL model, encompassing five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The results showed that all service quality dimensions were significantly associated with patient satisfaction (p < 0.05), with reliability being the most dominant factor. These findings emphasize the need for responsive, empathetic, and professional healthcare services to improve patient perception of hospital care. This research provides empirical evidence to support the development of more targeted service quality policies in hospital management. Keywords: service quality, patient satisfaction, emergency department, SERVQUAL.
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Published
2025-07-18
How to Cite
Karundeng, A. H., Manoppo, J. I. C., & Kaunang, D. E. (2025). Hubungan Mutu Pelayanan dengan Kepuasan Pasien di Instalasi Gawat Darurat Rsup Prof. Dr. R. D. Kandou Manado. Jurnal Ners, 9(3), 5209–5212. https://doi.org/10.31004/jn.v9i3.48054
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