PENGARUH MUTU PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT IZZA KARAWANG
DOI:
https://doi.org/10.33143/jhtm.v6i2.1152Abstrak
 AbstrakPelayanan kesehatan merupakan hak setiap orang yang menjamin dalam UndangUndang Republik Indonesia. Kepuasan pasien salah satu indikator penting yang harus diperhatikan dalam pelayanan kesehatan. Tujuan penelitian ini untuk menganalisa hubungan Mutu Pelayanan Terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Izza Karawang.
Penelitian ini adalah penelitian dengan pendekatan Cross Sectional Study. Populasi dalam penelitian ini pasien rawat inap di rumah sakit Izza Karawang. Sampel dari penelitian ini berjumlah 105 responden dengan cara pengambilan sampel penelitian menggunakan accidental sampling adalah pengambilan sampel yang dilakukan secara kebetulan.
Hasil penelitian menunjukkan bahwa terdapat hubungan antara mutu pelayanan dalam dimensi tangible memiliki hubungan terhadap kepuasan pasien rawat inap dengan nilai Ï value sebesar 0,08 < 0,05. Terdapat hubungan kepuasan pasien dengan dimensi : Reliability nilai Ï value sebesar 0,00 < 0,05; Responsiveness nilai Ï value sebesar 0,08 < 0,05; Assurance nilai Ï value sebesar 0,00 < 0,05; Empathy nilai Ï value sebesar 0,00 < 0,05. Secara serempak tangible, reliability, responsivenes, assurance, dan empathy memiliki hubungan signifikan terhadap kepuasan uji multivariate sebesar 0,00 < 0,05. Variabel yang paling besar pengaruhnya terhadap kepuasan pasien rawat inap adalah variabel responsiveness (ketanggapan) yang mempunyai nilai p (Sig) 0,013 < 0,05 dengan nilai EXP (B) atau disebut juga dengan nilai Odds Ratio (OR) 8,658.
Kesimpulan dari penelitian dapat diketahui bahwa Tangible (wujudnyata), Reliability (kehandalan), Responsiveness (ketanggapan), Anssurance (jaminan) dan Empathy (empati) merupakan variabel yang paling mempengaruhi kepuasan pasien rawat inap. Disarankan kepada Rumah Sakit Izza Karawang dapat meningkatkan mutu pelayanan dapat memaksimalkan kepercayaan pasien dalam memanfaatkan pelayanan kesehatan.
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Kata Kunci   : Tangible      (wujudnyata),           Reliability      (kehandalan),            Responsiveness (ketanggapan), Anssurance (jaminan), Empathy (empati), kepuasan
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