Wilda Tri Yuliza, Gusrianti, Wendi Wahyu Utama

Pengaruh Mutu Pelayanan Terhadap Kepuasan Pasien Rawat Jalan Dengan Pendekatan Servqual

Introduction

Pengaruh mutu pelayanan terhadap kepuasan pasien rawat jalan dengan pendekatan servqual. Penelitian ini menguji pengaruh mutu pelayanan (SERVQUAL) terhadap kepuasan pasien rawat jalan di RS Bhayangkara Padang. Kehandalan, daya tanggap, empati, dan bukti fisik signifikan meningkatkan kepuasan pasien.

Abstract

Kepuasan pasien menjadi salah satu indikator utama dalam mengevaluasi kualitas pelayanan rumah sakit. Hasil survei Indeks Kepuasan Masyarakat (IKM) dari Kemenkes (2023) di beberapa rumah sakit di Indonesia menunjukkan bahwa kepuasan pasien rawat jalan umumnya masih di bawah target yang ditetapkan oleh standar pelayanan rumah sakit. Rumah Sakit Bhayangkara Padang yang merupakan rumah sakit umum kelas D, selama satu tahun terakhir mengalami penurunan dan kenaikan jumlah kunjungan pasien rawat jalan setiap bulannya dengan indeks kepuasan pasien rawat jalan masih 75%. Penelitian ini bertujuan untuk mengetahui pengaruh mutu pelayanan terhadap kepuasan pasien rawat jalan dengan pendekatan SERVQUAL di Rumah Sakit. Penelitian ini merupakan penelitian kuantitatif desain cross sectional, pengumpulan data melalui kuesioner dengan teknik wawancara kepada pasien rawat jalan yang berkunjung ke rumah sakit selama periode pengumpulan data dengan jumlah sampel 96 orang menggunakan teknik accidental sampling. Hasil penelitian didapatkan bahwa pasien menilai kehandalan (52,1%), daya tanggap (54,2%), jaminan (47,9%), empati (38,5%), dan bukti fisik (51,0%) tidak bermutu. Terdapat pengaruh kehandalan (p-value = 0,012), daya tanggap (p-value = 0,000), empati (p-value = 0,000), serta bukti fisik (p-value = 0,024) terhadap tingkat kepuasan pasien rawat jalan. Sebaliknya, dimensi jaminan tidak terbukti memiliki pengaruh yang signifikan terhadap kepuasan pasien. Dapat disimpulkan bahwa peningkatan mutu pelayanan terutama pada aspek kehandalan, daya tanggap, empati, dan bukti fisik perlu menjadi prioritas utama dalam upaya meningkatkan kepuasan pasien di rumah sakit.

Review

This study critically examines the influence of service quality on outpatient patient satisfaction, utilizing the well-established SERVQUAL approach within a specific hospital context. The paper addresses a highly relevant issue, given the consistently reported low patient satisfaction levels in Indonesian hospitals as highlighted by national surveys, and specifically targets Rumah Sakit Bhayangkara Padang, a Class D general hospital experiencing fluctuating patient visits and a satisfaction index of 75%. The clear objective to identify factors influencing satisfaction provides a strong foundation for actionable insights. The research employs a quantitative, cross-sectional design, gathering data from a sample of 96 outpatients through questionnaires and interviews. A significant strength lies in its direct application of the SERVQUAL model, systematically assessing patients' perceptions across its five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The findings offer valuable insights, revealing that patients perceived multiple service quality dimensions as subpar, with empathy being the lowest rated (38.5% "not good quality"). Crucially, the study identifies that reliability, responsiveness, empathy, and tangibles significantly influence overall patient satisfaction, while the assurance dimension surprisingly did not show a significant impact. This nuanced result provides data-driven recommendations for targeted service improvements. While the study offers practical implications for improving patient satisfaction, there are areas for further consideration. The use of accidental sampling, while expedient, may introduce selection bias and potentially limit the generalizability of the findings beyond the studied hospital and time period. A sample size of 96, though sufficient for basic statistical analysis, might be considered modest for drawing broad conclusions in a complex healthcare environment. Future research could benefit from a longitudinal design to track changes in patient satisfaction over time following interventions, or by employing mixed-methods approaches to gain a deeper qualitative understanding of patient experiences and the underlying reasons for their perceptions. Further investigation into the non-significance of the 'assurance' dimension, perhaps through qualitative inquiry, could also yield richer insights into this particular patient group's priorities.

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