HUBUNGAN KUALITAS PELAYANAN RAWAT JALAN DENGAN KEPUASAN PASIEN BPJS DI RUMAH SAKIT BHAYANGKARA TK III TEBING TINGGI
DOI:
https://doi.org/10.33143/jhtm.v7i2.1671Abstract
ABSTRAKKepuasan (Satisfaction) yaitu perasaan senang atau kecewa seseorang yang muncul setelah membandingkan kinerja (hasil) produk yang dipikirkan terhadap kinerja yang diharapkan. Jika kinerja berada di bawah harapan maka pelanggan tidak puas. Jika kinerja memenuhi harapan maka pelanggan puas. Dalam mengukur kualitas jasa pelayanan (service quality) dapat digunakan lima dimensi kualitas jasa, kelima karakteristik dimensi tersebut antara lain adalah Bukti Fisik (Tangible), Kehandalan (reliability), Ketanggapan (Responsiveness), Jaminan (Assurance), dan Empati (Empathy).
Tujuan penelitian ini adalah untuk mengetahui hubungan kualitas pelayanan rawat jalan dengan kepuasan pasien BPJS di Rumah Sakit Bhayangkara Tk III Tebing Tinggi.Penelitian ini merupakan penelitian kuantitatif dengan pendekatan cross-sectional, dengan jumlah sampel 67 responden yang merupakan pasien rawat jalan di Rumah Sakit Bhayangkara Tk III Tebing Tinggi. Analisis data menggunakan uji chi-square dan uji regresi logistik. Analisis univariat menunjukkan pada dimensi Bukti Fisik, Kehandalan, Daya Tanggap, dan Empati lebih banyak responden yang memberi penilaian Baik, sedangkan pada dimensi Jaminan lebih banyak yang memberi penilaian Tidak Baik. Uji bivariat menunjukkan terdapat hubungan signifikan dari dimensi Bukti Fisik (0,004<0,05), Kehandalan (0,001<0,05), Daya Tanggap (0,006<0,05), Jaminan (0,019<0,05), dan Empati (0,036<0,005) dengan Kepuasan Pasien. Pada analisis multivariat ditemukan bahwa Kehandalan merupakan dimensi mutu yang paling dominan dalam hubungan dengan Kepuasan Pasien (OR 58,99).
Dapat disimpulkan bahwa terdapat hubungan antara dimensi Bukti Fisik, Kehandalan, Daya Tanggap, Jaminan, dan Empati dengan Kepuasan Pasien. Kehandalan merupakan dimensi yang paling dominan hubungannya terhadap Kepuasan Pasien rawat jalan di Rumah Sakit Bhayangkara Tk III Tebing Tinggi.
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Kata kunci    : Kualitas pelayanan, Bukti Fisik, Kehandalan, Daya Tanggap,
 Jaminan, dan Empati dengan Kepuasan Pasien
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