Pelayanan dan Daya Tanggap terhadap Kepuasan Pasien Rawat Jalan di Rumah Sakit X Tahun 2023

Muhammad Fachri

Abstract


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. Penelitian ini merupakan penelitian kuantitatif dengan desain cross-sectional. Penelitian dilakukan pada bulan Desember 2023 – Januari 2024 di RS X. 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. 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.

Keywords


kepuasan, pelayanan, daya tanggap, pasien rawat jalan

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References


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DOI: https://doi.org/10.24853/jkk.20.1.87-98

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