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All Journal Jambi Medical Journal : Jurnal Kedokteran dan Kesehatan Journal of Educational, Health and Community Psychology Jurnal Keperawatan Sriwijaya BAGIMU NEGERI : JURNAL PENGABDIAN KEPADA MASYARAKAT Jurnal Ilmiah Universitas Batanghari Jambi Jurnal Keperawatan Padjadjaran Pendas : Jurnah Ilmiah Pendidikan Dasar JURNAL PENDIDIKAN TAMBUSAI Jurnal Ilmiah Dikdaya Manuju : Malahayati Nursing Journal Jurnal Keperawatan Komprehensif (Comprehensive Nursing Journal) JIK- JURNAL ILMU KESEHATAN PengabdianMu: Jurnal Ilmiah Pengabdian kepada Masyarakat Seminar Nasional Keperawatan Jurnal Ilmu-Ilmu Kesehatan Abdi: Jurnal Pengabdian dan Pemberdayaan Masyarakat Jurnal Ners Abdimas Galuh: Jurnal Pengabdian Kepada Masyarakat Jurnal Aisyah : Jurnal Ilmu Kesehatan Journal of Borneo Holistic Health Reswara: Jurnal Pengabdian Kepada Masyarakat Jurnal Pengabdian kepada Masyarakat Nusantara Jurnal Pengabdian UNDIKMA Caring : Indonesian Journal of Nursing Science MEDIC MEdical Dedication Jurnal Kesehatan Tambusai International Journal of Community Service Jurnal Ilmu-Ilmu Kesehatan Sekolah Tinggi Ilmu Kesehatan Garuda Putih GENIUS JOURNAL (General Nursing Science Journal) Jurnal Ilmiah Ners Indonesia Jurnal Ilmiah Ilmu Terapan Universitas Jambi Indonesian Nursing Journal of Education and Clinic (Jurnal Pendidikan dan Praktik Keperawatan Indonesia) Jurnal Keperawatan Universitas Jambi DUNIA KEPERAWATAN: JURNAL KEPERAWATAN DAN KESEHATAN Riset Informasi Kesehatan JOURNAL OF Qualitative Health Research & Case Studies Reports Bharasumba Jurnal Multidispliner Jurnal Multidisipliner Kapalamada Jurnal Pelita Sriwijaya Jurnal Pengabdian Masyarakat Jurusan Keperawatan Jurnal Ners dan Kebidanan (Journal of Ners and Midwifery) Jurnal Akademika Baiturrahim Jambi Jurnal Keperawatan Universitas Jambi Jurnal Pengembangan dan Pengabdian Masyarakat Galen: Jurnal Ilmu Farmasi dan Kesehatan
Yosi Oktarina
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ANALISIS GAP (KESENJANGAN) TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN PERAWAT DI INSTALASI GAWAT DARURAT (IGD) RUMAH SAKIT SETIA BUDI RIMBO BUJANG, TEBO Fadhilah, Ramadhita; Subandi, Andi; Martawinarti, Rts Netisa; Rudini, Dini; Oktarina, Yosi
Jurnal Multidisipliner Kapalamada Vol. 5 No. 01 (2026): JURNAL MULTIDISIPLINER KAPALAMADA
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/kapalamada.v5i01.2268

Abstract

Patient satisfaction is an essential indicator in evaluating the quality of nursing services in the Emergency Department (ED). Service quality can be assessed by comparing patients’ expectations and perceptions using the SERVQUAL instrument through gap analysis; the smaller the gap, the better the perceived quality of care. This study aimed to analyze patient satisfaction based on the difference between expectation and perception scores of nursing services at the Emergency Department of Setia Budi Rimbo Bujang Hospital. This quantitative study employed a cross-sectional design involving 101 respondents selected through accidental sampling. Data were collected using a SERVQUAL questionnaire covering five dimensions: tangible, reliability, responsiveness, assurance, and empathy. The results revealed negative gaps across all dimensions, with the largest gaps in responsiveness and empathy and the smallest in tangible. These findings indicate the need to improve service quality, particularly in nurses’ responsiveness and empathy.
Co-Authors Adek Putri Adila, Ratna Darma Agustina, Rati Elvi Ahmad Ali Rahmatullah Aisya Rahmadanty Alief Nisha Syafria Amalia, Mita Amalya Nasution, Riska Andi Subandi Andi Subandi Andika Sulistiawan Anggriani, Yayu Anita Sari, Lisa Aryani, Tuti Astaria, Wike Astarina, Wike Auliah Triski Syahputri Azizi, Putri Dwi Charles A Simajuntak Dara Prima Dona Dasman, Adinda Dini Rudini EKA PUTRI Ekawaty , Fadliyana Endang Marlina Sihombing Enzahrona Rifnika Fa'iz Medica Putra Fadhilah, Ramadhita Fadliyana Ekawaty Fathiya, Chika Khansa Febri Tri Andini Fidianto, Andi Firnaliza Rizona Gusmarta, Gusmarta Gustini, Sri Hasanul, Fikri Hayani, Lizda Herwansyah, Herwansyah Hidayatul Dwi Septia Indah Permata Sari, Yulia Junizar, Hasny Dwi Kamariyah Kamariyah Kamariyah kamariyah, kamariyah Kamila Dyanti, Tiara Kirana, Febiyora Chandra Lala Delva Santi Lasni Sashi Angriyani Sipahutar Laudy novia Laudy novia Laudy novia, Laudy novia Lisa Anita Sari Lizda Hayani Lorenza, Putri Suci Lukman, Muhammad Nasril Luri Mekeama M. A. Ade Saputra Maghfirawati, Okti Marda Lia Martawinarti, RTS Netisa Masdaf, Agino Saputra Maulana, Muhammad Riski Isra Mawarti, Indah Meinarisa, Meinarisa Mertisa Panjaitan Mertisa, Mertisa Misriyani, Veni Mitia Eka Wati, Zela Muhammad Taqwa Mutmainah Mutmainah Mutmainah Mutmainah Mutmainah, Elya Siti Netisa Martawinarti NUR AYU HIJRATUN NIKMAH Nurhusna Nurhusna Nurhusna Nurhusna Nurhusna Nurhusna Nurlaili Andraini Nurlinawati Nurlinawati, Nurlinawati OKTARIA, RINA RINA Pebriani Pebriani Putra, Dimas Hendri Putra, Reyshar Pratama Putri Azdkia Zahara Putri Irwanti Sari PUTRI WULANDARI Putry, Afillza Mellia Rahmi, Skarina Reda Evinta Reny Haryani, Reny Rifki Wahyudi Riska Amalya Nasution Rosa Amalia RTS Netisa Martawinarti Rts. Netisa Martawinarti Rudini, Dini Rudini, Dini Rut Berta Aprilla Utami Br Purba Samosir, Natalia Ruthanaya Sari, Elliza Puspika Sari, Yulia Indah Permata Septia, Hidayatul Dwi Sianturi, Gabriela Pricilia sihombing, Elprida Sintia, Fina Siska Siska Sri Mulyani Sri Mulyani Suryadi Imran Tuti Aryani Tuti Aryani Utami, Fitri Veni Misriyani Vinola Adiesty Pratami Wike Astaria Wike Astria Yuliana Yuliana Yurni yurni Yusnilawati Yusnilawati Yusnilawati Yusnilawati, Yusnilawati Yusnilawati, Yusnilawati