DETERMINAN FAKTOR YANG BERHUBUNGAN DENGAN KEPUASAN PASIEN DI CIPUTRA SMG EYE CLINIC PONDOK INDAH JAKARTA SELATAN
DOI:
https://doi.org/10.33143/jhtm.v12i1.5834Abstrak
Kepuasan pasien merupakan indikator penting dalam menilai kualitas pelayanan kesehatan karena mencerminkan pengalaman pasien terhadap layanan yang diterima. Penelitian ini bertujuan untuk menganalisis determinan faktor yang berhubungan dengan kepuasan pasien di Ciputra SMG Eye Clinic Pondok Indah Jakarta Selatan. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan desain cross-sectional. Sampel dalam penelitian ini berjumlah 50 responden yang dipilih menggunakan teknik tertentu. Variabel yang diteliti meliputi proses administrasi, pelayanan petugas, lingkungan, dan fasilitas, dengan kepuasan pasien sebagai variabel dependen. Hasil penelitian menunjukkan bahwa mayoritas responden merasa puas terhadap pelayanan (92%). Analisis bivariat menunjukkan adanya hubungan yang signifikan antara proses administrasi (p = 0,000), pelayanan petugas (p = 0,005), lingkungan (p = 0,005), dan fasilitas (p = 0,040) dengan kepuasan pasien. Responden yang menilai kualitas pelayanan baik cenderung memiliki tingkat kepuasan yang lebih tinggi dibandingkan dengan responden yang menilai kurang. Kesimpulan dari penelitian ini adalah bahwa kepuasan pasien dipengaruhi secara signifikan oleh kualitas proses administrasi, pelayanan petugas, kondisi lingkungan, dan fasilitas pelayanan kesehatan. Oleh karena itu, peningkatan mutu pelayanan secara menyeluruh dan terintegrasi pada setiap aspek tersebut sangat diperlukan untuk meningkatkan kepuasan pasien.Referensi
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