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Samino Samino
Universitas Malahayati
Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Dentistry Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

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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 Agung Aji Pedana Agung Aji Perdana Ahmad Akbar Nafi Ambia Nurdin Angga Wahyu Tri Wibowo Aryawati, Wayan Christin Angelina F Christin Angelina Febriani Dewi Asnida Dewi Setiawati Dina Dwi Nuryani Eli Zuana Erna Safitri Farra Hayka Salsabila Fitri Eka Sari Siregar Formarida Formarida Gilang Agusman Gusti Ayu Rai Saputri Hardwiko Defityanto Irawesi Afif Khoidar Amirus Lensoni Lensoni Lesta Ningrum Aprilia Lolita Sary M. Arifki Zainaro Meri Oktaviani Muhammad Alva Rizqy Muhammad Zaiem Muslim Amin Neneng Siti Latifah Nova Muhani Noviansyah Noviansyah Nur Alam Virdaus Sujana Primadiamanti, Annisa Rachmawati Rachmawati Rahmat Agung Rahmat Fikri Renna Oktavia Rudi Riyanti Riyanti Riyanti Riyanti Rr Salwa Zasya Aura Kharisma Setiawati Setiawati Sudjarwo Sudjarwo Susan Hestina Susilawati Susilawati Torry Duet Irianto Trisia Dira Yuniar Usastiawaty Usastiawaty Yogi Ari Ghopican