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Umniyatun, Yuyun
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The Impact of Reliability on Patient Satisfaction in The Unit of Hemodialysis Hajj Hospital Jakarta Hidayat, Dinnisa Haura Zhafira; Azmi, Valiant Zahirul; Liaramadanty, Liaramadanty; Khairani, Putri Nadira; Umniyatun, Yuyun; Mimanda, Yona; Maikel, Mahesa Paranadipa
Jurnal Ners Vol. 9 No. 2 (2025): APRIL 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v9i2.42532

Abstract

Healthcare services quality in the modern era has become a central concern for both public and private healthcare sectors. Healthcare services are evaluated based on several key dimensions including tangibility, responsiveness, reliability, assurance, and empathy. Among these dimensions, reliability plays a crucial role in ensuring that healthcare services are delivered accurately and consistently. This study intends to investigate the impact of reliability on patient satisfaction among patient satisfaction in the unit of hemodialysis at Hajj Hospital Jakarta. It is hypothesized that service reliability has a positive impact on the level of hemodialysis patient satisfaction. The study used a cross-sectional study design and a quantitative research method. All patients undergoing hemodialysis at Hajj Hospital Jakarta were included in the target population. A consecutive sampling technique was used to carry out the sampling procedure, resulting 118 participants in total. Data collection was carried out through a structured questionnaire over a one-month period. The collected data were analyzed utilizing SPSS 26 software to perform simple linear regression. The results of this study show that the impact of reliability on hemodialysis patient satisfaction at Hajj Hospital Jakarta is statistically significant and positive.
Hubungan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Rumah Sakit Ibu Dan Anak (RSIA) “X” Tahun 2020 Aulia, Kris Febyta; Handayani, Sarah; Ayunin, Elia Nur; Zagladin Jacoeb, Teuku Nebrisa; Umniyatun, Yuyun
Journal of Religion and Public Health Vol 4, No 2 (2022)
Publisher : Faculty of Health Sciences, Syarif Hidayatullah State Islamic University of Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/jrph.v4i2.28878

Abstract

Service quality can be used as an indicator to measure customer satisfaction. Satisfaction is assessed from service, and service is said to be suitable by patients if the reality is under what is expected. This study aimed to determine the relationship between service quality and customer satisfaction at RSIA “X” in 2020. This research is a quantitative study with a cross-sectional study design. The population in this study were all inpatients and outpatients of children polyclinic. The research sample was obtained using the Accidental Sampling technique. The research was conducted using a questionnaire to determine the length of time for data collection, namely one month. The data analysis used was univariate analysis and bivariate analysis using the Spearman correlation test. Univariate results show that customer satisfaction, patients feel satisfied (58.4%), service quality in the dimension of reliability (reliability) is quite good (61.6%), service quality in the dimension of responsiveness (responsiveness) is quite good (53.0%), service quality in the assurance dimension (guarantee) was quite good (55.7%), service quality in the empathy dimension was good (55.7%), service quality in the tangible dimension (direct evidence) was quite good (62.2%) ). The Bivariate results show that the service quality dimensions of reliability pvalue 0,031 (≤ 0,05), responsiveness pvalue 0,028 (≤ 0,05), and assurance 0,022 028 (≤ 0,05), Tangible (Bukti Langsung) pvalue 0,041 (≤ 0,05) significantly. Keywords: Customer satisfaction, Service Quality, HospitalAbstrak Kualitas pelayanan dapat dijadikan sebagai indikator untuk mengukur kepuasaan pelanggan. Kepuasan dinilai dari pelayanan, suatu pelayanan dikatakan baik oleh pasien apabila kenyataan sesuai dengan apa yang diharapkan. Oleh karenanya penelitian ini bertujuan untuk mengetahui  hubungan kualitas pelayanan terhadap kepuasan pelanggan di RSIA “X” tahun 2020. Penelitian ini merupakan penelitian kuantitatif dengan rancangan penelitian menggunakan desain cross sectional. Populasi dalam penelitian ini adalah semua pasien rawat inap dan rawat jalan poli anak. Sampel penelitian ini diperoleh dengan menggunakan teknik Accidental Sampling. Penelitian dilakukan dengan menggunakan kuesioner dengan menentukan lamanya waktu pengumpulan data yaitu 1 bulan. Analisis data yang dilakukan adalah analisis univariat dan analisis bivariat dengan menggunakan uji korelasi spearman. Hasil Univariat menunjukan kepuasaan pelanggan, pasien merasa puas (58,4%), kualitas pelayanan dalam dimensi  reliability (kehandalan) cukup baik (61,6%), kualitas pelayanan dalam dimensi  responssiveness (daya tanggap) cukup baik (53,0%), kualitas pelayanan dalam dimensi  assurance (jaminan) cukup baik (55,7%), kualitas pelayanan dalam dimensi  emphaty (empati) baik (55,7%), kualitas pelayanan dalam dimensi  tangible (bukti langsung) cukup baik (62,2%). Hasil analisis bivariat menunjukan terdapat hubungan yang signifikan kualitas pelayanan dimensi reliability (Kehandalan) pvalue 0,031 (≤ 0,05), Responsivenes (daya tanggap) pvalue 0,028(≤ 0,05),  Assurance (jaminan) pvalue 0,022 028(≤ 0,05), Tangible (Bukti Langsung) pvalue 0,041 (≤ 0,05)terhadap kepuasan pelanggan.Kata Kunci: Kepuasan Pelanggan, Kualitas Pelayanan, Rumah Sakit
Analisis Kinerja Pegawai Di Rumah Sakit Ibu Dan Anak (RSIA) “X” Pondok Bambu Jakarta Timur Tahun 2020 Putri, Muthya Etikasari; Linda, Ony; Zagladin Jacoeb, Teuku Nebrisa; Umniyatun, Yuyun
Journal of Religion and Public Health Vol 4, No 2 (2022)
Publisher : Faculty of Health Sciences, Syarif Hidayatullah State Islamic University of Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/jrph.v4i2.28879

Abstract

This study aims to analyze performance and see the relationship between work ability, motivation and work environment with employee performance at the “X” Mother and Child Hospital (RSIA), Pondok Bambu, East Jakarta, 2020. This research is a quantitative analytic study using a cross sectional design. . The population of this study were all 114 employees at SamMamrie Basra Hospital. The sample in this study amounted to 65 employees consisting of paramedical and non-medical employees using stratified random sampling techniques. The data used are primary data using a questionnaire in the form of google form. Data analysis using chi square test. The univariate results of the employee performance are quite good as many as 48 people (73.8%),the ability to work employees with results that are less capable is 35 people (53.8%), motivated employee motivation as much as 44 people (67.7%),then the work environment of employees is good as many as 41people (63.1%). Based on the bivariate results, there is a significant relationship between work ability and employee performance (P = 0.039), motivation with employee performance (P = 0.016). work environment with employee performance (P = 0.027). The advice given to RSIA “X” is tothe provision of training and development programs can be distributed properly so that all employees get it, giving awards in the form of praise, take firm action and impose sanctions in the form of warnings and warning letters, and make a best employee of the month. Keywords: Performance, Employee, HospitalAbstrak Penelitian ini bertujuan untuk menganalisis kinerja dan melihat hubungan kemampuan kerja, motivasi dan lingkungan kerja dengan kinerja pegawai di Rumah Sakit Ibu dan Anak (RSIA) “X” Pondok Bambu Jakarta Timur Tahun 2020. Penelitian ini merupakan analitik kuantitatif dengan menggunakan desain cross sectional. Populasi penelitian ini ialah seluruh pegawai di RSIA “X” berjumlah 114 pegawai. Sampel pada penelitian ini berjumlah 65 pegawai terdiri dari pegawai paramedis dan non medis dengan menggunakan teknik stratified random sampling. Data yang digunakan ialah data primer dengan menggunakan kuesioner dalam bentuk google form. Analisis data menggunakan uji chi square. Hasil univariat kinerja pegawai cukup baik sebanyak 48 orang ( 73,8%), kemampuan kerja pegawai dengan hasil kurang mampu sebanyak 35 orang (53,8%), motivasi pegawai merasa termotivasi sebanyak 44 orang (67,7%), kemudian lingkungan kerja pegawai baik sebanyak 41 orang (63,1%). Berdasarkan hasil bivariat terdapat hubungan yang signifikan kemampuan kerja dengan kinerja pegawai (P=0,039), motivasi dengan kinerja pegawai (P=0,016). lingkungan kerja dengan kinerja pegawai (P=0,027). Saran yang diberikan kepada RSIA “X” yaitu pada pemberian program pelatihan dan pengembangan dapat didistribusikan dengan baik agar seluruh pegawai mendapatkannya, pemberian penghargaan berupa pujian atau insentif bagi pegawai berprestasi, menindak tegas maupun memberi sanksi  berupa teguran dan SP, serta membuat best employee of the month.Kata Kunci: Kinerja, Pegawai, Rumah Sakit
Co-Authors A.A. Ketut Agung Cahyawan W Aulia, Kris Febyta Azmi, Valiant Zahirul A’yunin, Elia Nur Baetti, Gina Nur Dewi, Evindiyah Prita Dwiyanti, Erliyana Elia Nur Ayunin Emma Rachmawati Evindiyah Prita Dewi Gohardi, Virgo Sulianto Handayani, Sarah Hidayat, Dinnisa Haura Zhafira Hidayati Hidayati Jacoeb, Teuku Nebrisa Zagladin Khairani, Putri Nadira Kurniawan, Deni Wahyudi Laksmi, Betty Semara Liaramadanty, Liaramadanty Linda, Ony Maikel, Mahesa Paranadipa Mimanda, Yona Mochamad Iqbal Nurmansyah Mukhaer Pakkanna Nurjuman, Husnan Nurmansyah, Mochammad Iqbal Putri, Muthya Etikasari Salma Karami Andrea Puspa Saraswati, Lia Kharisma Slamet Budiarto, Slamet SRI RAHAYU Suraya, Izza Veruswati, Meita Yoli Farradika Zagladin Jacoeb, Teuku Nebrisa