Analisa Faktor Kepuasan Pasien Poli Rawat Jalan Rsia Prima Qonita Kabupaten Ogan Komering Ulu Provinsi Sumatera Selatan

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ABSTRACT

Nowadays healthcare industry has moved towards continuous quality improvement. Thus, health care managers must include patient-centered care activities as a major component. For this reason, patient satisfaction is a quality improvement tool for the overall performance of health facility organizations. Hospitals as health facilities must be able to realize good quality, but there is still patient dissatisfaction with hospital services, including the Prima Qonita Mother and Child Hospital (RSIA), Ogan Komering Ulu Regency, South Sumatra Province. Therefore, researchers want to focus on analyzing the hospital's outpatient satisfaction factors. Analyzing patient satisfaction factors at the RSIA Prima Qonita outpatient clinic, Ogan Komering Ulu Regency, South Sumatra Province. The method used is quantitative with a cross sectional design. The samples taken were 388 with accidental sampling techniques. The independent variables assessed were physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), and assurance (assurance) and  empathy (empathy). Bivariate test using spearman correlation test and multivariate using linear regression test. Based on the results of the Spearman Correlation test, the physical evidence factor (r= 0.340), the empathy factor (r= 0.398), the reliability factor (r= 0.409), the responsiveness factor (r= 0.447), and the assurance factor (r= 0.434) were obtained. The results of the multiple linear regression test obtained a p value of 0.000 and a coefficient B value of 1.19 for the empathy variable. Each factor of physical evidence, empathy, reliability, responsiveness and assurance statistically influences patient satisfaction with health services in outpatient clinics. The most dominant factor is the empathy factor.

Keywords: Hospital, Quality of Service, Patient Satisfaction, Tangible, Reliability, Responsiveness, Assurance, and Empathy

ABSTRAK

Industri pelayanan kesehatan saat ini telah bergerak menuju peningkatan kualitas yang berkelanjutan. Manajer pelayanan kesehatan harus memasukan kegiatan perawatan yang berpusat pada pasien sebagai komponen utamanya. Kepuasaan pasien menjadi alat peningkatan kualitas untuk kinerja organisasi sarana kesehatan secara keseluruhan. Rumah sakit sebagai sarana kesehatan harus mampu mewujudkan kualitas yang baik, namun masih ditemukan ketidakpuasan pasien terhadap pelayanan rumah sakit termasuk Rumah Sakit Ibu dan Anak Prima Qonita Kabupaten Ogan Komering Ulu Provinsi Sumatera Selatan. Menganalisis faktor kepuasan pasien poli rawat jalan RSIA Prima Qonita Kabupaten Ogan Komering Ulu Provinsi Sumatera Selatan. Metode yang digunakan berupa kuantitatif dengan rancangan cross sectional. Sample yang diambil sebanyak 388 dengan teknik accidental sampling. Variabel yang dinilai yaitu bukti fisik (tangible), kehandalan (reliability), daya tanggap (responsiveness), dan jaminan (assurance) dan empati (empathy). Uji bivariat menggunakan uji korelasi spearman dan multivariat menggunakan uji regresi linear. Berdasarkan hasil uji Korelasi Spearman didapatkan faktor bukti fisik (r= 0,340), faktor empati (r= 0,398), faktor kehandalan (r= 0,409), faktor daya tanggap (r= 0,447), dan faktor jaminan (r= 0,434). Hasil uji regresi linier berganda diperoleh hasil nilai p value sebesar 0,000 dan diperoleh nilai koefisien B sebesar 1,19 pada variabel empati. Masing-masing faktor bukti fisik, empati, kehandalan, daya tanggap dan jaminan secara statistik berpengaruh terhadap kepuasan pasien pelayanan kesehatan di poli rawat jalan. Faktor yang paling dominan adalah faktor empati.

Kata Kunci: Kualitas Pelayanan, Kepuasan Pasien, Tangible, Reliability, Responsiveness, Assurance, Dan Empathy