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All Journal An Nafi’; Multidisciplinary Science NMI THE JOURNAL OF Nursing Management Issues
Ditya Yankusuma Setiani
Sekolah Tinggi Ilmu Kesehatan Panti Kosala
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DESKRIPSI KUALITAS PELAYANAN KESEHATAN UNIT RAWAT INAP DI RUMAH SAKIT: 5 DIMENSI SERVSQUAL Valentine Kenya Wahyu Khuntari; Hendra Dwi Kurniawan; Sri Aminingsih; Ditya Yankusuma Setiani
An Nafi': Multidisciplinary Science Vol. 2 No. 03 (2025): An Nafi’
Publisher : CV Edujavare Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70610/annafi.v2i03.956

Abstract

Health services are efforts organized to maintain and improve public health, as well as prevent and cure diseases. Hospitals as public health institutions play an important role in providing quality health services. However, the quality of health services in hospitals often comes under scrutiny, especially in the context of inpatient services. This study focuses on the five dimensions of service quality according to the servsqual model, namely reliability, responsiveness, assurance, empathy and tangibility. In Indonesia, there has been an increase in the number of people choosing to seek treatment abroad, indicating dissatisfaction with domestic health services. This indicates the need for an in-depth evaluation of the quality of health services provided, especially in inpatient units. Research Objectives. The purpose of this study was to determine the description of health service quality based on 5 dimensions of servsqual. This study is a quantitative study with a descriptive design through a cross sectional approach. The population in this study were inpatients of the Tjan Khee Swan East and Asa buildings. The number of samples in this study were 70 respondents. The sampling technique used consecutive sampling. The results showed that the quality of service is good from the dimensions of reliability (62.9%), responsiveness (61.4%), assurance (68.6%), empathy (67.1%), tangible (64.3%). Service quality with the dimensions of reliability, responsiveness, assurance, empathy, tangible is categorized as good.
Analisis determinan kepuasan pasien terhadap loyalitas pasien pada pelayanan keperawatan maternitas Eunike Tamariska; Ditya Yankusuma Setiani; Diyono Diyono; Safaruddin Safaruddin
THE JOURNAL OF Nursing Management Issues Vol. 3 No. 2 (2026): July Edition 2026
Publisher : Published by: Indonesian Public Health-Observer Information Forum (IPHORR) Kerjasama dengan Persatuan Perawat Nasional Indonesia (PPNI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56922/nmi.v3i2.3436

Abstract

Background: Patient loyalty is one of the indicators of the quality of healthcare services, including maternity nursing services. High-quality services are expected to improve patient satisfaction and loyalty toward the services provided. Purpose: To analyze the relationship between the quality of maternity nursing services based on the SERVQUAL dimensions, namely tangibles, empathy, reliability, responsiveness, and assurance, and patient loyalty at RSUD Ibu Fatmawati Soekarno, Surakarta. Methods: This quantitative study employed a cross-sectional design. The study population consisted of patients receiving maternity nursing services at RSUD Ibu Fatmawati Soekarno, Surakarta. A total of 282 respondents were selected using purposive sampling, and the data were analyzed using the chi-square test. Results: The reliability, responsiveness, and assurance dimensions were significantly associated with patient loyalty (p < 0.05). Meanwhile, the tangibles and empathy dimensions were not significantly associated with patient loyalty. Most respondents (99.3%) demonstrated a high level of loyalty toward maternity nursing services. Conclusion: There was a significant relationship between the reliability, responsiveness, and assurance dimensions of maternity nursing service quality and patient loyalty. Keywords: Maternity Nursing; Patient Loyalty; Patient Satisfaction. Pendahuluan: Loyalitas pasien merupakan salah satu indikator keberhasilan mutu pelayanan kesehatan, termasuk dalam pelayanan keperawatan maternitas. Kualitas pelayanan yang baik diharapkan mampu meningkatkan kepuasan dan loyalitas pasien terhadap layanan yang diberikan. Tujuan: Menganalisis hubungan kualitas pelayanan keperawatan maternitas berdasarkan dimensi SERVQUAL yang meliputi tangibles (bukti fisik), empathy (empati), reliability (keandalan), responsiveness (daya tanggap), dan assurance (jaminan) dengan loyalitas pasien di RSUD Ibu Fatmawati Soekarno Kota Surakarta. Metode: Penelitian ini menggunakan pendekatan kuantitatif dengan desain cross sectional. Pasien pelayanan keperawatan maternitas RSUD Ibu Fatmawati Soekarno Kota Surakarta. Pengambilan sampel dilakukan menggunakan teknik purposive sampling sehingga diperoleh sebanyak 282 responden, kemudian dianalisis dengan uji chi-square. Hasil: Menunjukkan bahwa dimensi reliability, responsiveness, dan assurance memiliki hubungan yang signifikan dengan loyalitas pasien (p-value <0.05). Sementara itu dimensi tangibles dan empathy tidak menunjukkan hubungan yang signifikan. Sebagian responden (993%) memiliki tingkat loyalitas yang tinggi terhadap pelayanan keperawatan maternitas Simpulan: Terdapat hubungan antara kualitas pelayanan keperawatan maternitas pada dimensi keandalan, daya tanggap, dan jaminan dengan loyalitas pasien. Kata kunci: Loyalitas Pasien, Kepuasan Pasien, Keperawatan Maternitas
Co-Authors Diyono Diyono Eunike Tamariska Hendra Dwi Kurniawan Safaruddin Safaruddin Sri Aminingsih Valentine Kenya Wahyu Khuntari