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Pengaruh Kualitas Pelayanan Dengan Kepuasan Pasien Di Rawat Jalan Penyakit Dalam RSUD Dr. Djoelham Binjai

DOI:

https://doi.org/10.22437/jkmj.v3i1.7473

Abstract

Kualitas pelayanan merupakan tingkat kesempurnaan pelayanan kesehatan yang memuaskan pelanggan yang diberikan sesuai dengan standard dan etika profesi. Kepuasan pelanggan merupakan salah satu aspek yang dipengaruhi oleh kualitas pelayanan. Salah satu sarana kesehatan yang dinilai turut adil dalam pelayanan kesehatan adalah Rumah Sakit. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasaan pasien di rawat jalan penyakit dalam RSUD Dr. RM Djoelham Binjai. Populasi dalam penelitian ini adalah seluruh pasien yang berobat ke rawat jalan penyakit dalam RSUD Dr. RM Djoelham Binjai dengan sampel sebanyak 57 pasien, yang diambil secara accidential, dengan kriteria merupakan pasien yang berobat ke rawat jalan penyakit dalam RSUD. Dr. RM. Djoelham Binjai. Hasil penelitian menunjukkan bahwa secara statistik kualitas pelayanan meliputi kehandalan (0,008), jaminan (0,030), bukti fisik (0,001), perhatian (0,026), dan daya tanggap (0.001), berpengaruh signifikan terhadap kepuasan pasien rawat jalan di rawat jalan penyakit dalam RSUD Dr. RM Djoelham Binjai. Kualitas pelayanan RSUD Dr. RM Djoelham Binjai pada dasarnya telah terakreditasi paripurna. Namun untuk selanjutnya agar kualitas semakin baik lagi pihak manajemen rumah sakit harus meningkatkan standard pelayanan ke tahap internasional yang diikuti dengan langkah-lankah monitoring dan evaluasi setiap tahunnya.

Kata Kunci: Kualitas Pelayanan, Kepuasan Pasien

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Published

2019-09-23

Versions

Issue

Vol. 3 No. 1 (2019): Vol. 3 - No.1 - September 2019

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Articles

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  1. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).