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All Journal Jurnal Ners Multidiciplinary Output Research for Actual and International Issue (Morfai Journal)
Taufik Zulfikar
Universitas Sangga Buana YPKP Bandung
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Pengaruh Kualitas Layanan Dan Inovasi Layana Kesehatan Terhadap Kepuasan Pasien Dan Berimplikasi Kepada Loyalitas (Studi Di Puskesmas Bontang Utara 1) I Wayan Santika; Taufik Zulfikar; Ayu Laili Rahmiyati
Jurnal Ners Vol. 9 No. 4 (2025): OKTOBER 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v9i4.50350

Abstract

Persaingan dalam industri pelayanan kesehatan menuntut rumah sakit untuk terus berinovasi dan meningkatkan mutu layanan agar dapat memenuhi kebutuhan serta harapan pasien. Dua faktor utama yang diyakini memengaruhi keberhasilan rumah sakit dalam mempertahankan pasien adalah kualitas layanan dan inovasi layanan kesehatan. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan inovasi layanan kesehatan terhadap kepuasan pasien, serta implikasinya terhadap loyalitas pasien. Penelitian menggunakan pendekatan kuantitatif dengan desain explanatory research. Sampel penelitian berjumlah 99 responden pasien rawat jalan yang dipilih dengan teknik accidental sampling. Hasil penelitian menunjukkan bahwa Kualitas Layanan berpengaruh positif namun tidak signifikan terhadap Kepuasan Pasien (p-value = 0,141; t hitung = 1,487), sedangkan Inovasi Layanan Kesehatan berpengaruh positif dan signifikan terhadap Kepuasan Pasien (p-value = 0,029; t hitung = 2,216). Lebih lanjut, Kepuasan Pasien berpengaruh positif dan signifikan terhadap Loyalitas Pasien (p-value = 0,000; t hitung = 3,581). Kualitas Layanan tidak berpengaruh signifikan terhadap loyalitas pasien secara langsung (p-value = 0,093), sedangkan Inovasi Layanan Kesehatan berpengaruh signifikan (p-value = 0,014). Analisis mediasi menunjukkan bahwa kepuasan pasien berperan sebagai variabel intervening yang memperkuat hubungan kualitas layanan dan inovasi dengan loyalitas pasien. Nilai R² sebesar 0,368 untuk kepuasan pasien dan 0,531 untuk loyalitas pasien menunjukkan kontribusi model tergolong moderat hingga kuat. Kesimpulannya, loyalitas pasien dapat ditingkatkan melalui kepuasan yang dibentuk oleh kombinasi kualitas layanan dan inovasi. Rumah sakit perlu memperkuat inovasi berbasis teknologi digital, meningkatkan empati tenaga kesehatan, serta memperbaiki komunikasi interpersonal agar kepuasan dan loyalitas pasien terbangun secara berkelanjutan. Kata kunci: Kualitas Layanan, Inovasi Layanan Kesehatan, Kepuasan Pasien, Loyalitas Pasien
ANALYSIS OF THE IMPLEMENTATION OF LEAN MANAGEMENT METHOD TO IMPROVE PATIENT SATISFACTION (CASE STUDY OF HEART AND BLOOD VESSEL OUTPATIENT PATIENTS PARTICIPANTS OF BPJS KESEHATAN AT SYARIFAH AMBAMI RATO EBU BANGKALAN REGIONAL HOSPITAL) Muhammad Jauhari Wafi; Taufik Zulfikar; Rulia; Rukhiyat Syahidin; Vip Paramarta; Kosasih
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 4 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

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Abstract

Outpatient cardiovascular services are among the healthcare services with high patient volumes, which may lead to process inefficiencies and decreased patient satisfaction, particularly among BPJS Health Insurance participants. Lean Management is considered a strategic approach to improving service efficiency and patient satisfaction through Waste elimination and continuous improvement. This study aimed to analyze the implementation of Lean Management, identify types of Waste, examine its impact on patient satisfaction, and explore the role of strategic management in supporting the sustainability of Lean Management in the outpatient cardiovascular clinic of RSUD Syarifah Ambami Rato Ebu Bangkalan. This study employed a qualitative design with a case study approach. Informants were selected using purposive sampling and included hospital management, healthcare staff, and patients. Data were collected through in-depth interviews, observations, and document review, and analyzed using thematic analysis. The results showed that Lean Management had been implemented through the application of Just-In-Time principles, 5S culture, Kaizen, and service digitalization. The main types of Waste identified were waiting time, administrative duplication, and service flow Bottlenecks. The implementation of Lean Management had a positive impact on patient satisfaction, particularly in terms of service flow clarity, procedural simplicity, and staff attitudes. However, waiting time and physical facility comfort remained key challenges.
Co-Authors Ayu Laili Rahmiyati I Wayan Santika Kosasih Muhammad Jauhari Wafi Rukhiyat Syahidin Rulia Vip Paramarta