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All Journal Jurnal Review Pendidikan dan Pengajaran (JRPP) Journal of Public Health Education
Azzahra Sabrina Nasution
Universitas Islam Negeri Sumatera Utara
Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Nursing Public Health Social Sciences Other

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Faktor-Faktor yang Mempengaruhi Kepuasan Pasien terhadap Pelayanan Kesehatan: Narrative Literature Review: Factors Influencing Patient Satisfaction with Healthcare Services: A Narrative Literature Review Dewi Agustina; Fitri Annisa; Nabilla Suci Ramadhani; Fazri Khoirunnisa Purba; Rintan Arzeti; Risna Utami; Alya Najwa; Riska Rahmadianti; Adelia Putri Maharani; Unaisah Annufaisah Nuh Siregar; Azzahra Sabrina Nasution
Journal of Public Health Education Vol. 5 No. 4 (2026): Journal of Public Health Education
Publisher : MPI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53801/jphe.v5i4.574

Abstract

Introduction: Patient satisfaction is a critical indicator in evaluating healthcare service quality, reflecting the extent to which patient expectations are met by actual service experiences. Factors such as healthcare worker communication quality, facility adequacy, staff responsiveness, and empathy significantly influence patient perceptions. Objectives: To comprehensively examine factors influencing patient satisfaction with healthcare services by integrating the SERVQUAL model and Disconfirmation Theory. Methods: A narrative literature review was conducted searching Google Scholar, PubMed, Garuda, and SINTA databases. Articles published between 2020–2026 were screened; 12 articles met inclusion criteria and were analyzed using a thematic narrative approach. Results: All five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, empathy) consistently related to patient satisfaction levels. Responsiveness and empathy were identified as dominant factors. Disconfirmation Theory confirms that satisfaction is formed through the gap between patient expectations and actual service experiences. Conclusion: Improving healthcare service quality (particularly responsiveness and empathy) is a key strategy for enhancing patient satisfaction. Integrating SERVQUAL and Disconfirmation Theory offers a more comprehensive analytical framework for understanding patient satisfaction.
TRANSFORMASI DIGITAL DALAM MANAJEMEN STRATEGIK KESEHATAN UNTUK MENINGKATKAN KUALITAS PELAYANAN: LITERATURE REVIEW Sri Hajijah Purba; Meillah Salsabilla; Muthia Riswani Nasution; Widia Lestari; Azzahra Sabrina Nasution; Herlia Nur laspita
Jurnal Review Pendidikan dan Pengajaran Vol. 9 No. 3 (2026): Inpress Vol. 9 No. 3 Tahun 2026
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jrpp.v9i3.62332

Abstract

Transformasi digital dalam sektor kesehatan mendorong organisasi kesehatan untuk beroperasi lebih efisien dalam memberikan pelayanan berkualitas kepada pasien. Penelitian ini bertujuan untuk menganalisis transformasi digital dalam manajemen strategik kesehatan kaitannya dengan peningkatan kualitas pelayanan menggunakan metode literature review melalui basis data Google Scholar, Portal Garuda, SINTA, dan PubMed, mencakup 15 artikel tahun 2019–2025. Hasil menunjukkan bahwa penerapan SIMRS, rekam medis elektronik, dan telemedicine terbukti meningkatkan efisiensi operasional dan kepuasan pasien, namun masih terkendala keterbatasan infrastruktur, rendahnya literasi digital, serta isu keamanan data. Diperlukan penguatan infrastruktur, pelatihan SDM, dan kolaborasi lintas sektor untuk mendukung transformasi digital kesehatan yang berkelanjutan.
Co-Authors Adelia Putri Maharani Alya Najwa Dewi Agustina Fazri Khoirunnisa Purba Fitri Annisa Herlia Nur Laspita Meillah Salsabilla Muthia Riswani Nasution Nabilla Suci Ramadhani Rintan Arzeti Riska Rahmadianti Risna Utami Sri Hajijah Purba Unaisah Annufaisah Nuh Siregar Widia Lestari