Hubungan Karakteristik Pasien Terhadap Persepsi Kualitas Pelayanan Kesehatan di RSUD Kota Mataram
DOI:
https://doi.org/10.36312/ej.v5i2.2300Keywords:
Karakteristik Pasien, Persepsi Kualitas Layanan, SERVQUAL, Kepuasan PasienAbstract
Penelitian ini bertujuan untuk menganalisis hubungan antara karakteristik demografi pasien (jenis kelamin, usia, dan status pekerjaan) dengan persepsi mereka terhadap kualitas pelayanan kesehatan di RSUD Kota Mataram. Menggunakan pendekatan kuantitatif dengan desain cross-sectional, data sekunder diperoleh dari 128 pasien rawat jalan pada bulan Agustus 2024. Pengukuran kualitas layanan dilakukan berdasarkan model SERVQUAL, yang mencakup dimensi Tangibles, Reliability, Responsiveness, Assurance, dan Empathy. Hasil menunjukkan bahwa usia dan status pekerjaan berhubungan signifikan dengan persepsi kualitas pelayanan, sedangkan jenis kelamin tidak menunjukkan hubungan yang signifikan. Dimensi Tangibles dan Reliability memperoleh penilaian tertinggi, sementara Responsiveness dan Assurance dinilai masih memerlukan perbaikan. Kesimpulannya, karakteristik pasien memengaruhi persepsi mereka terhadap kualitas pelayanan, dan perbaikan pada aspek ketanggapan serta jaminan pelayanan disarankan untuk meningkatkan kepuasan pasien. Temuan ini diharapkan dapat menjadi acuan bagi rumah sakit dalam meningkatkan mutu layanan berdasarkan kebutuhan demografi pasien.
The Relationship between Patient Characteristics and Perceptions of Healthcare Service Quality at Mataram City Regional Public Hospital
Abstract
This study aims to analyze the relationship between patient demographic characteristics (gender, age, and employment status) and their perceptions of healthcare service quality at Mataram City Regional Public Hospital. Employing a quantitative approach with a cross-sectional design, secondary data were collected from 128 outpatient respondents in August 2024. Service quality was measured using the SERVQUAL model, which encompasses the dimensions of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Results indicate that age and employment status are significantly associated with service quality perceptions, while gender shows no significant relationship. The Tangibles and Reliability dimensions received the highest ratings, whereas Responsiveness and Assurance were identified as areas needing improvement. In conclusion, patient characteristics influence their perceptions of service quality, and improvements in responsiveness and assurance are recommended to enhance patient satisfaction. These findings can serve as a reference for the hospital in tailoring quality improvements to patient demographic needs.
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Copyright (c) 2024 I Nengah Dwi Jendra Atmaja, Fenny Virginia Sandra Dewi, I Komang Pande Prajadhita Wibawa Putra, Anggi Suswibudi Putra, Indah Pebriana, Putu Metha Apriliyanti, Lia Theresia , Yudha Aditya Pratama, Priani Susilawati
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