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Analisis Pengaruh Kualitas Pelayanan di IGD terhadap Kepuasan Pasien di Klinik Miracle Kabupaten Purwakarta Muhammad Zaiem; Samino Samino; Muhammad Arifki Zainaro
Termometer: Jurnal Ilmiah Ilmu Kesehatan dan Kedokteran Vol. 4 No. 4 (2026): Oktober: Termometer: Jurnal Ilmiah Ilmu Kesehatan dan Kedokteran
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/termometer.v4i4.7143

Abstract

Patient satisfaction is one of the indicators of successful healthcare services, particularly in Emergency Departments (EDs), which require fast, accurate, safe, and professional care. This study aimed to analyze the effect of service quality based on the dimensions of Responsiveness, Assurance, Tangibles, Empathy, and Reliability (RATER) on patient satisfaction at the Emergency Department of Miracle Clinic, Purwakarta Regency, in 2026. This study employed a quantitative approach with an analytical design. The study population consisted of 1,373 patients who received services from January to April 2026, with a sample of 310 respondents selected using accidental sampling. Data were collected through questionnaires and analyzed using univariate analysis, bivariate analysis with the Chi-Square test, and multivariate analysis using multiple logistic regression. The results showed that most respondents rated the quality of services as good and reported being satisfied with the services provided. All dimensions of service quality had a significant effect on patient satisfaction. Multivariate analysis indicated that empathy was the most dominant factor, with a p-value of 0.000 and an Odds Ratio (Exp(B)) of 30.659. This indicates that patients receiving empathetic care were more likely to be satisfied. In conclusion, service quality significantly affects patient satisfaction at the Emergency Department of Miracle Clinic, Purwakarta Regency. Improving empathy through therapeutic communication, patient-centered care, and healthcare workers' competency development should be prioritized to enhance patient satisfaction.
Co-Authors A Muammar Khoddafi Ade Gunawati Sandi Afdilah Mianda Putri Agustina, Respa Ahmad Gunawan Aisyah Aisyah Ajeng Dyah Kumala Al Khairul Rizwan Alberta Rika Pratiwi Albet Maydiyantoro Alfabet Oktristyan Fakuriza Andoko Andoko Andoko Andoko Andoko Andoko, Andoko Aniharyati Aniharyati Apriyadi Apriyadi Aria Winara Perkasa Aryanti Wardiyah Asri Mutiara Putri Ayesha Norabela Azis, Jhon Bahren Nortajulu Chrisanto, Eka Yudha Dani, Kharisma Wulan Deny Eka Liasari Destiana Rosa Devy Annieza Zahra Dewi Kusumanignsih Dewi Kusumaningsih Dewi Kusumaningsih Dewi Kusumaningsih Dewi Kusumaningsih Dewi Lutfianawati Dherlirona Dherlirona Dita Resi Andrianti Djamaludin, Djunizar Djamaludin, Djunizar Djunizar Djamaludin Djunizar Djamaludin Donna Caesarani Ananda Dwi Nopriyanto Dwi Oktaviyani Dwiky Dermawan Santari Eka Novita Sari Eka Sartika Eka Trismiyana Eka Yuli Hartati Elliya, Rahma Elpi Ulandari Erlina Wati Erna Listyaningsih Esti Handayani Fadlurahmi Fadlurahmi Fara Millinia Suwares Fatimah Az Zahra Fidela Ferisca Furqoni, Prima Dian Ghina Aliya Mufidah Giri Widakdo Gunawan, M. Ricko Hadi, Riswan Hafiffah Handayani Harkina, Prida Heki Febrianto Hermawan, Dessy Ibrahim, Idris Idawati Kn Indah Rohmafresha Berly Indah Wahyuninsih Indriana, Nova Ismanto Nasim Iwanda Saputra Joko Martono Julhana Julhana Karyanto Karyanto Keswara, Umi Romayati Khoidar Amirus Kiramah Wati Larasati Eka Setia Lensi, Yufia Liasari, Deny Eka Lidya Ariyanti Lilis Marlia Lina Oktavia Linawati Novikasari Listiana Listiana M Kelvin Alvaredo M. Ricko Gunawan M. Ricko Gunawan M. Ricko Gunawan Mardani Mardani Martiningsih Martiningsih Meisya Adelina Dewanti Melia Novita Mentari Permatasari Muhamad Kurniawan Muhammad Nurhidayat Muhammad Zaiem Muhtar Muhtar Mukayin Asisifa Mutia Ade Dea Naryati Naryati Naziah Naziah Naziah Naziah Ni Luh Sumo Nida Nafisah Nova Indriana Novikasari, Linawati Nuraenah Nuraenah Nuraini Nuraini Nuraini Nuraini Octa Reni Setiawati Okva Hikma Kesumasari Parid Khoirudin Perkasa, Aria Winara Prima Dian Furqoni Qori Anisa Putri Rafel Apriansah Rahma, Reka Putri Rahmawati, Reka Putri Rama Rajasa Ferlanda Alam Reka Putri Rahma Reka Putri Rahmawati Respa Agustina Rian Maylina Sari Rias Tusianah Ridwan Ridwan Ridwan Ridwan Rifaie, Mahda Rizka Faer Rika Yulendasari Rike Saputra Riska Wandini, Riska Riyanto, Eko Rizwan, Al Khairul Rostika Januar Ryalita, Novindri Sadaukur Br Barus Samino Samino Sandi Esa Prayoga Sari, Eva Aprilia Satria Wijaya Sekardhyta Ayuning Tias Setiawati Sudjarwo Sudjarwo Suhartini Suhartini Susan Hestina Susanto Susanto Susi Anisia Laila Susmarini, Neta Teguh Pribadi Torry Duet Irianto Triyoso Triyoso Triyoso Triyoso Triyoso, Triyoso Tubagus Ali Rachman Puja Kesuma, Tubagus Ali Rachman Puja Usastiawaty Cik Ayu Saadiah Isnainy Uswatun Hasanah Utama, Putri Yolanda Utomo, Budi Setia Wahid Tri Wahyudi Wahyuninsih, Indah Wayan Aryawati Yeni Novita Yosi Adelta Yufia Lensi Yuliawati Yuliawati Zonet Dwi Lembayung