Hubungan Kualitas Pelayanan dengan Kepuasan Pasien di RSUD Waluyo Jati Kraksaan

Huda, Nurul (2025) Hubungan Kualitas Pelayanan dengan Kepuasan Pasien di RSUD Waluyo Jati Kraksaan. Other thesis, Universitas Nurul Jadid.

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Abstract

Urgensi: Kualitas pelayanan kesehatan merupakan faktor penting yang memengaruhi kepuasan pasien dan mutu pelayanan rumah sakit. Penelitian ini bertujuan menganalisis hubungan kualitas pelayanan kesehatan dengan kepuasan pasien rawat inap di RSUD Waluyo Jati Kraksaan sebagai dasar peningkatan mutu pelayanan yang berorientasi pada kebutuhan pasien. Metode: Penelitian ini menggunakan desain kuantitatif dengan pendekatan cross-sectional. Sampel penelitian berjumlah 115 pasien rawat inap di RSUD Waluyo Jati Kraksaan yang dipilih menggunakan teknik stratified random sampling. Pengumpulan data dilakukan menggunakan kuesioner SERVQUAL untuk mengukur kualitas pelayanan kesehatan dan Patient Satisfaction Questionnaire (PSQ) untuk mengukur kepuasan pasien. Analisis data menggunakan uji Spearman Rank. Hasil: Sebanyak 61,7% responden menilai kualitas pelayanan dalam kategori baik, sedangkan 38,3% menilai kurang baik. Sebagian besar responden menyatakan puas terhadap pelayanan yang diterima (53,9%), sedangkan 46,1% menyatakan tidak puas. Hasil uji Spearman Rank menunjukkan koefisien korelasi sebesar r = 0,851 dengan nilai p = 0,000 (p < 0,05), yang menunjukkan adanya hubungan positif sangat kuat dan signifikan antara kualitas pelayanan kesehatan dengan kepuasan pasien. Kesimpulan: Terdapat hubungan positif yang sangat kuat dan signifikan antara kualitas pelayanan kesehatan dengan kepuasan pasien di RSUD Waluyo Jati Kraksaan. Peningkatan kualitas pelayanan, terutama pada aspek keandalan, daya tanggap, jaminan, empati, dan bukti fisik, diharapkan dapat meningkatkan kepuasan pasien serta mutu pelayanan rumah sakit.

Versi Bahasa Inggris (Abstract)

Urgensy: Healthcare service quality is an important factor influencing patient satisfaction and the overall quality of hospital services. This study aimed to analyze the relationship between healthcare service quality and inpatient satisfaction at Waluyo Jati Kraksaan Regional General Hospital as a basis for improving patient-oriented healthcare services. Methods: This study employed a quantitative research design with a cross-sectional approach. A total of 115 inpatients at Waluyo Jati Kraksaan Regional General Hospital were selected using stratified random sampling. Data were collected using the SERVQUAL questionnaire to assess healthcare service quality and the Patient Satisfaction Questionnaire (PSQ) to measure patient satisfaction. Data were analyzed using the Spearman Rank correlation test. Results: A total of 61.7% of respondents perceived the quality of healthcare services as good, while 38.3% perceived it as poor. Most respondents (53.9%) reported being satisfied with the healthcare services provided, whereas 46.1% reported dissatisfaction. The Spearman Rank correlation test showed a correlation coefficient of r = 0.851 with a pvalue = 0.000 (p < 0.05), indicating a very strong and statistically significant positive relationship between healthcare service quality and patient satisfaction. Conclusion: There was a very strong and statistically significant positive relationship between healthcare service quality and patient satisfaction at Waluyo Jati Kraksaan Regional General Hospital. Improving healthcare service quality, particularly in the dimensions of reliability, responsiveness, assurance, empathy, and tangible aspects, is expected to enhance patient satisfaction and improve the overall quality of hospital services.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Kualitas Pelayanan Kesehatan, Kepuasan Pasien, Rawat Inap, SERVQUAL, RSUD Waluyo Jati Kraksaan Healthcare Service Quality, Patient Satisfaction, Inpatient Care, SERVQUAL, Waluyo Jati Regional General Hospital
Subjects:	H Social Sciences > HD Industries. Land use. Labor R Medicine > RA Public aspects of medicine R Medicine > RT Nursing
Divisions:	Fakultas Kesehatan > S1 Keperawatan
Depositing User:	Saiful Ghazi
Date Deposited:	01 Oct 2026 02:36
Last Modified:	01 Oct 2026 02:54
URI:	https://repository.unuja.ac.id/id/eprint/4562

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