<![CDATA[ABSTRAKPendahuluan: Kualitas pelayanan kesehatan berupa pelayanan medis atau non medis memiliki pengaruh besar terhadap tingkat kepuasan pasien. Tingkat kepuasan pasien juga dipengaruhi oleh harapan pasien terhadap suatu pelayanan serta perilaku petugas. Radiografi panoramik merupakan salah satu pemeriksaan penunjang diagnosis yang utama serta pelayanan radiografi dengan jumlah pasien terbanyak di instalasi radiologi, sehingga penelitian mengenai kualitas pelayanan dan hubungannya terhadap tingkat kepuasan pasien perlu dilakukan untuk mewujudkan pelayanan yang optimal. Penelitian ini bertujuan untuk menganalisis hubungan antara kualitas pelayanan radiografi panoramik dengan tingkat kepuasan pasien. Metode: Jenis penelitian ini adalah observasional analitik dengan pendekatan cross sectional. Subjek penelitian 60 pasien yang melakukan pemeriksaan radiografi panoramik. Pengambilan data kualitas pelayanan dan tingkat kepuasan dilakukan pada waktu yang sama secara langsung dengan menggunakan kuesioner tanpa melakukan intervensi terhadap subjek penelitian. Dari hasil uji validitas dan uji reliabilitas kuesioner didapatkan 32 item pernyataan untuk mengukur kualitas pelayanan yang terbagi dalam lima aspek yaitu keandalan, jaminan, empati, daya tanggap, dan tampilan fisik serta 29 item pernyataan untuk mengukur tingkat kepuasan yang terbagi dalam enam aspek yaitu aksesibilitas, kesopanan, pelayanan, komunikasi, lingkungan fisik, dan teknik privasi. Kedua variabel penelitian tersebut diukur dengan skala likert dan kategori penilaian ditetapkan berdasarkan penilaian acuan patokan. Uji korelasi Spearman digunakan untuk menguji hipotesis adanya hubungan antara kualitas pelayanan radiografi panoramik dengan tingkat kepuasan pasien. Hasil: Hasil uji korelasi Spearman, terdapat hubungan yang signifikan (p<0,05) dengan nilai koefisien korelasi 0,597 antara kualitas pelayanan radiografi panoramik dengan tingkat kepuasan pasien. Simpulan: Semakin tinggi kualitas pelayanan radiografi panoramik maka semakin tinggi tingkat kepuasan pasien.KATA KUNCI: kualitas pelayanan, kepuasan pasien, radiografi, panoramik.Correlation between quality of service and patient satisfaction in panoramic radiography: observational study ABSTRACTIntroduction: The level of patient satisfaction is substantially influenced by the quality of medical and non-medical health services It is also influenced by the patient's expectations for health care and the officers’ behavior. Panoramic radiography is one of the main radiography services utilized to support diagnosis, with the highest number of patients in the radiology department, so it is necessary to study the quality of service and its relationship to the level of patient satisfaction to attain optimal results. This study aims to determine the relationship between the quality of panoramic radiography services and the level of patient satisfaction at the dental hospital of Universitas Gadjah Mada. Methods: Sixty outpatients undergoing panoramic radiography at our dental hospital served as participants in the study. Data on service quality and satisfaction levels was collected at the same time and directly from respondents using a questionnaire without intervening with the subjects. The validity and reliability test resulted in 32 statement items to measure service quality, which were divided into five aspects, such as reliability, assurance, empathy, responsiveness, and tangible, and additionally 29 items to measure patient satisfaction divided into six aspects, namely courtesy of radiology staff, the quality of radiological service, the existence of good communication with a service provider and desk worker, the physical environment, and the privacy technique. All variables were measured using a Likert scale, and the assessment category was determined based on a criterion-referenced standard. The Spearman correlation test was used to verify the relationship between service quality and the level of patient satisfaction. Results: Based on the results of the Spearman correlation test, there was a significant relationship (p<0.05) with a correlation coefficient of 0.597 between service quality and patient satisfaction. Conclusions: The higher the quality of panoramic radiography services, the higher the level of patient satisfaction at the dental hospital of Universitas Gadjah Mada.KEY WORDS: service quality, patient satisfaction, radiography, panoramic.]]>
