DETERMINAN KEPUASAN PASIEN RAWAT JALAN DI RUMAH SAKIT X KUPANG
DOI:
https://doi.org/10.24853/annur.5.2.133-149Keywords:
kepuasan, pelayanan, daya tanggap, pasien rawat jalanAbstract
Rumah Sakit merupakan institusi yang menyelenggarakan pelayanan kesehatan perorangan secara lengkap, salah satunya rawat jalan. Pemberian layanan kesehatan yang berkualitas dapat meningkatkan manfaat melalui kepuasan pelanggan, karena ada hubungan empiris antara kepuasan pelanggan dan manfaat. Penelitian ini bertujuan untuk menganalisis determinan kepuasan pasien rawat jalan di RS X Kupang. Penelitian ini merupakan penelitian kuantitatif dengan desain cross-sectional. Penelitian dilakukan pada bulan Desember 2023 – Januari 2024 di RS X Kupang. Sampel pada penelitian ini berjumlah 80 responden. Semua variabel dimensi kepuasan yaitu tampilan fisik, keandalan, daya tanggap, jaminan, dan empati memiliki korelasi yang signifikan dengan kepuasan pasien rawat jalan. Daya tanggap merupakan determinan kepuasan pasien rawat jalan di RS X. Penelitian ini memberikan kontribusi penting untuk memahami faktor-faktor yang mempengaruhi kepuasan pasien rawat jalan di RS X Kupang. Implikasi praktis dari temuan ini mencakup perluasan pelatihan staf dalam komunikasi dan responsif terhadap kebutuhan pasien, peningkatan transparansi informasi, dan penguatan aspek-aspek empati dalam pelayanan kesehatan. --- Hospitals are institutions that organise complete individual health services, one of which is outpatient care. Providing quality health services can increase benefits through customer satisfaction, because there is an empirical relationship between customer satisfaction and benefits. This study aims to analyse the determinants of outpatient satisfaction at RS X Kupang. This study is a quantitative study with a cross-sectional design . The research was conducted in December 2023 - January 2024 at RS X Kupang. The sample in this study totalled 80 respondents. All satisfaction dimension variables namely tangible, reliability, responsiveness, assurance, and empathy have a significant correlation with outpatient satisfaction. Responsiveness is a determinant of outpatient satisfaction at RS X Kupang. This study makes an important contribution to understanding the factors that influence outpatient satisfaction at RS X Kupang. Practical implications of the findings include expanding staff training in communication and responsiveness to patient needs, increasing information transparency, and strengthening aspects of empathy in health servicesReferences
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