KUALITAS PELAYANAN SERVQUAL DAN RENDAHNYA BOR : PERSPEKTIF PASIEN DI RSUD UNDATA SULAWESI TENGAH
DOI:
https://doi.org/10.31004/prepotif.v9i3.52221Keywords:
BOR, kualitas pelayanan, persepsi pasien, rawat inap, SERVQUALAbstract
Rendahnya Bed Occupancy Rate (BOR) di RSUD Undata dalam empat tahun terakhir mengindikasikan adanya problematika pada mutu pelayanan rumah sakit yang berpengaruh terhadap tingkat pemanfaatan layanan rawat inap. Fenomena ini diperkirakan berkaitan dengan persepsi pasien terhadap kualitas pelayanan yang diterima, khususnya ketika diukur melalui dimensi SERVQUAL. Penelitian ini bertujuan menganalisis secara mendalam persepsi pasien mengenai kualitas pelayanan rawat inap dan keterkaitannya dengan rendahnya BOR di RSUD Undata. Penelitian menggunakan pendekatan kualitatif dengan rancangan studi kasus, melibatkan 14 informan yang dipilih secara purposive, mencakup pasien, keluarga pasien, tenaga kesehatan, dan staf rekam medis. Pengumpulan data dilakukan melalui wawancara mendalam, observasi partisipatif, dan telaah dokumen yang dianalisis secara sistematis melalui tahapan reduksi data, penyajian data, serta penarikan kesimpulan. Hasil penelitian menunjukkan bahwa implementasi kelima dimensi SERVQUAL, yaitu reliability, assurance, tangibles, empathy, dan responsiveness belum optimal. Ketidaktepatan waktu pelayanan medis, minimnya kejelasan informasi klinis, disparitas fasilitas antar kelas rawat, perhatian personal yang tidak konsisten, serta respons yang fluktuatif antar shift menjadi faktor dominan yang membentuk persepsi negatif pasien. Persepsi tersebut berimplikasi langsung pada rendahnya loyalitas, kecenderungan tidak merekomendasikan rumah sakit kepada orang lain, dan penurunan minat untuk kembali dirawat, yang pada akhirnya berdampak pada rendahnya BOR. Penelitian ini menegaskan pentingnya peningkatan kualitas pelayanan secara komprehensif pada seluruh dimensi SERVQUAL sebagai strategi untuk memperbaiki persepsi pasien, meningkatkan kepuasan, serta mengoptimalkan pemanfaatan tempat tidur rumah sakit.References
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