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Pengaruh Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien di Unit Rawat Jalan Rumah Sakit Umum Daerah Kabupaten Rote Ndao Elianus Soleman Lenggu; Yendris K. Syamruth; Maria M. Dwi Wahyuni; Andreas Umbu Roga; Pius Weraman
Malahayati Nursing Journal Vol 8, No 9 (2026): Volume 8 Nomor 9 (2026)
Publisher : Universitas Malahayati Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33024/mnj.v8i9.25834

Abstract

ABSTRACT The quality of healthcare services in hospitals is a key factor in determining service success and patient satisfaction. Healthcare quality includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This study aims to analyze the influence of healthcare service quality on patient satisfaction in the outpatient unit of Rote Ndao District General Hospital. This study used a cross-sectional design with a survey method. The sample consisted of 94 outpatients selected as respondents. Data were collected using questionnaires measuring service quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy) and patient satisfaction. Data were analyzed using Chi-square test and multiple logistic regression. The results showed that 73 out of 94 respondents were satisfied with the services provided. The Chi-square test indicated that all dimensions of service quality had a significant relationship with patient satisfaction (p≤0.05). Multiple logistic regression analysis showed that assurance was the most dominant factor influencing patient satisfaction. Healthcare service quality significantly influences patient satisfaction, with assurance as the most dominant factor. Improving service quality across all dimensions is necessary to increase patient satisfaction. Keywords: Health Service Quality, Patient Satisfaction, Hospital.  ABSTRAK Mutu pelayanan kesehatan di rumah sakit merupakan faktor penting dalam menentukan keberhasilan pelayanan dan tingkat kepuasan pasien. Mutu pelayanan kesehatan terdiri dari lima dimensi yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian ini bertujuan untuk menganalisis pengaruh mutu pelayanan kesehatan terhadap kepuasan pasien di unit rawat jalan RSUD Kabupaten Rote Ndao. Penelitian ini menggunakan desain cross sectional dengan metode survei. Sampel penelitian berjumlah 94 pasien rawat jalan. Pengumpulan data menggunakan kuesioner mutu pelayanan berdasarkan lima dimensi serta kuesioner kepuasan pasien. Analisis data menggunakan uji Chi-square dan regresi logistik berganda. Hasil penelitian menunjukkan bahwa 73 dari 94 responden merasa puas terhadap pelayanan. Uji Chi-square menunjukkan seluruh dimensi mutu pelayanan memiliki hubungan yang signifikan dengan kepuasan pasien (p≤0,05). Analisis regresi logistik berganda menunjukkan bahwa assurance merupakan faktor paling dominan. Mutu pelayanan kesehatan berpengaruh signifikan terhadap kepuasan pasien, dengan dimensi assurance sebagai faktor paling dominan. Peningkatan mutu pelayanan pada seluruh dimensi perlu dilakukan untuk meningkatkan kepuasan pasien. Kata Kunci: Mutu Pelayanan Kesehatan, Kepuasan Pasien, Rumah Sakit.
Co-Authors Adu, Apris Adu, Apris A Adu, Apris A. Agus Setyobudi Agus Setyobudi Albahri, Rihsan Amelya Betsalonia Sir Anggra Widianti Anggriani, Michaelis Diana ANITA CHRISTINA SEMBIRING Apnel Yohanis Tode Babis, Sonida Srimega Diana Bale, Jefri. S. Banunu, Meosefan Basy, Angel Yulied Berek, Norce Ch. Bryan, Joss Carlitos Correia Freitas Chornalio Teonly Lulan Chorry Santana, Aurita Dos Santos Christin Rony Nayoan Christina Olly Lada Christina Rony Nayoan Christine Natalia PS Lehot Dalong, Lusia Dapa Tadi, Yuskariot David B.W. Pandie De Carvalho Ximenes, Flora Martignonia Dedu Ngara, Delvisari Delice Vebrida Pobas Dewa, Patricia Putri Carenina Manuk Dewi Sri Handayani Djahari, Yohanes Dupe, Freny R Egla Taruk Lembang Eka Muftiana Rahmawati Elianus Soleman Lenggu Elisabeth F. C. X. Belo Erlan Lalu Surabda Eunike Dewa Dato Fanggi, Windy Anisa Veryany Fanggidae, Thirza Gracia Christovanie Febri Mahalinda Maisal Ferawati Tulle Fitri, Ajra Franky M S Telupere Fransiskus Geroda Mado Handoyo, Nicholas E. Hardhina, Trio Hendrik, Einstein Daud Viktor Huwae, Vinna Anjanie Idawati Trisno Idharsyah Termanu Dasi Imelda Manurung Indriati Andolita Tedju Hinga Intje Picauly Istonia Hermolinda Waang Jacob Matheos Ratu Jeanet Laureandra Pabala Jefri Semuel Bale Jefty Liswaty Ga Jennie Luisa Boboy Johny A. R. Salmun Johny A.R Salmun Juliana, Maria Erma Wati Juliana, Maria Ermawati Junias, Marilyn Susanti Junias, Marylin Susanti Karolus Tokan, Yohanes Krispianus Yertis Supriono Kusumasari, Fitri Kuswara, Ketut Mahendra Laurensius Talan Lenda, Dominggus Agustinus Isak Lerik, M. Dinah Charlota. Lerik, Mariana D Lerik, Mariana D. C. Lewi Jutomo Liliweri, Aurelia Maria Lydia, Mona Mado, Fransiskus G. Mado, Fransiskus Geroda Mali, Sertulus Laenda Manafe, Ovlian Afri Manalu, Teacher Manongga, SP. Manurung, Imelda F. Manurung, Imelda F.E Manurung, Imelda Februati Ester Mardianto Krisantus Ngongo Maria Irena Faot Maria M. Dwi Wahyuni Maria M.Dwi Wahyuni Mariana D.C. Lerik Marlyn Junias Marni Marni Marni Marni Marni Marni Marni Marni Marni, Marni Martonix Abraham Tafui Marylin S. Juniad Mauguru, Selfianti Betriana Maxs Urias Ebenheizer Sanam Misam Selan, Arwadi Moka, Susana Alorida Muntasir, Muntasir Mustakim Sahdan Nae Rani, Theresia Agnesta Napitupulu, Melissa Putri M. Nobrihas, Risty Suryani Nofriana Inna Manulangga Noorce Christiani Berek Nope, Hotlif Arkilaus Nuban, Krispinus Oematan, Grouse Oga, Yoseph Petrus Oliva Maria Dede Repi Pellokila, Eri Jit Poy, Galfari Elsatria Digiferen Purimahua, Sintha L. Purimahua, Sintha Lisa Rafael Paun Rahmawati, Eka Muftiana Rani, Theresia Agnesta Nae Ratna Anindir Ipa Hoy Purandima Riwu, Magdarita Robert Olivianus Asbanu Ruli, Luh Putu Ruliaty, Luh Putu Salesman, Frans Selly, Jannes Bastian Serlie K. A. Litik Serlie K.A Littik Serlie K.A. Littik Shinta Lisa Purimahua Siallagan, Firman Mangara Tua Simamora, Friska Deli Sintha Lisa Purimahua Sintha Purimahua Sirait, Tupak Soleman Landi Soni Doke SP Manongga Syafaatu Mizzannati Syari Syamruth, Yendris K. Syamruth, Yendris Krisno Tamelan, Paul G. Tapo, Konstantinus Firminus Theresia Agnesta Nae Rani Tokan, Maria Bengan Tudermi Maksimilyan Fioh Wangge, Mery Christine Weu Weky, Norman Delvano Weraman, Pius Werawan, Pius Wijaya, Mardiansari Wahyu Graha Yacob M. Ratu YENDRIS K SYAMRUTH Yermia Djefri Manafe Yoseph Rani Riberu Yosephus P.A, Adrianus