Evaluasi Mutu Pelayanan dan Kepuasan Pasien pada Layanan Rawat Jalan Rumah Sakit: Evaluation of Service Quality and Patient Satisfaction in Hospital Outpatient Services - Devia Lydia Putri; Ifania Ifania; Ida Nuraida; Dede Nurhasanah; Restia Jandini (Indonesia Berdaya, 2026)
Service quality is an important indicator of hospital service delivery because it is closely related to patient experience and satisfaction. Outpatient care has specific characteristics, as it involves registration, queuing, clinical examination, staff communication, and facility comfort, all of which are directly experienced by patients. This study aimed to analyze the relationship between service quality and patient satisfaction in the outpatient department of Annisa Citeureup General Hospital in 2025. This study used an analytic quantitative design with a cross-sectional approach. A total of 98 outpatient respondents were selected using proportionate stratified random sampling. Data were collected using a service quality questionnaire based on SERVQUAL dimensions and a patient satisfaction questionnaire. The data were analyzed using univariate and bivariate analyses with the Pearson Chi-square test at a significance level of α = 0.05. The results showed that most respondents rated service quality as good, with 75 respondents (76.5%), and most respondents were satisfied with the services received, with 72 respondents (73.5%). The Chi-square test showed a significant relationship between service quality and patient satisfaction (p = 0.001). The Odds Ratio was 4.753 (95% CI: 1.7–12.9), indicating that patients who rated service quality as poor had higher odds of being dissatisfied than those who rated service quality as good. This study concludes that service quality is significantly associated with outpatient satisfaction.   Abstrak. Mutu pelayanan merupakan indikator penting dalam penyelenggaraan layanan rumah sakit karena berkaitan dengan pengalaman dan kepuasan pasien. Pelayanan rawat jalan memiliki karakteristik khusus karena melibatkan proses pendaftaran, antrean, pemeriksaan, komunikasi petugas, dan kenyamanan fasilitas yang langsung dirasakan pasien. Penelitian ini bertujuan untuk menganalisis hubungan antara mutu pelayanan dan kepuasan pasien di Ruang Rawat Jalan RSU Annisa Citeureup Tahun 2025. Penelitian ini menggunakan desain kuantitatif analitik dengan pendekatan cross-sectional. Sampel penelitian berjumlah 98 pasien rawat jalan yang dipilih menggunakan teknik proportionate stratified random sampling. Data dikumpulkan menggunakan kuesioner mutu pelayanan berbasis dimensi SERVQUAL dan kuesioner kepuasan pasien, kemudian dianalisis secara univariat dan bivariat menggunakan uji Pearson Chi-Square dengan tingkat kemaknaan α = 0,05. Hasil penelitian menunjukkan bahwa sebagian besar responden menilai mutu pelayanan dalam kategori baik, yaitu 75 responden (76,5%), dan sebagian besar responden merasa puas terhadap pelayanan, yaitu 72 responden (73,5%). Hasil uji Chi-Square menunjukkan terdapat hubungan yang signifikan antara mutu pelayanan dan kepuasan pasien (p = 0,001). Nilai Odds Ratio sebesar 4,753 (95% CI: 1,7–12,9) menunjukkan bahwa pasien yang menilai mutu pelayanan kurang baik memiliki odds lebih tinggi untuk merasa kurang puas dibandingkan pasien yang menilai mutu pelayanan baik. Penelitian ini menyimpulkan bahwa mutu pelayanan berhubungan signifikan dengan kepuasan pasien rawat jalan.