Hubungan mutu pelayanan keperawatan dengan kepuasan pasien - Tsaqief, Nawwaf Abdurrahman Nur; Ariyani, Noor; Kurniasih, Yuni (Published by: Indonesian Public Health-Observer Information Forum (IPHORR) Kerjasama dengan Persatuan Perawat Nasional Indonesia (PPNI), 2026)
Background: The development of the healthcare system in Indonesia places patient satisfaction as a primary indicator of hospital quality. The quality of nursing care is a vital aspect because nurses have direct and intense interactions with patients, which influences perceptions of service quality. However, most previous studies have emphasized technical dimensions over interpersonal aspects such as empathy and communication. Purpose: To determine the relationship between nursing care quality and patient satisfaction. Method: This quantitative study used a descriptive analytical design with a cross-sectional approach. The population consisted of 625 patients, with a sample of 95 respondents selected using a purposive sampling technique. The research instrument was a valid and reliable questionnaire. Bivariate analysis was performed using the chi-square test. Results: The quality of nursing care was classified as good in 65 respondents (68.4%) and poor in 30 respondents (31.6%). Patient satisfaction levels were categorized as satisfied in 79 respondents (83.2%) and dissatisfied in 16 respondents (16.8%). The chi-square test yielded a p-value of 0.000 (<0.05), indicating a significant relationship between nursing care quality and patient satisfaction. Conclusion: There is a significant relationship between the quality of nursing services and patient satisfaction. Keywords: Nursing Service Quality; Patient Satisfaction; Service Quality. Pendahuluan: Perkembangan sistem pelayanan kesehatan di Indonesia menempatkan kepuasan pasien sebagai indikator utama mutu rumah sakit. Kualitas pelayanan keperawatan menjadi aspek vital karena perawat memiliki interaksi langsung dan intens dengan pasien yang memengaruhi persepsi terhadap mutu layanan. Namun, sebagian penelitian sebelumnya lebih menekankan dimensi teknis daripada aspek interpersonal seperti empati dan komunikasi. Tujuan: Untuk mengetahui hubungan mutu pelayanan keperawatan dengan kepuasan pasien. Metode: Penelitian kuantitatif ini menggunakan desain deskriptif analitik dengan pendekatan cross-sectional. Populasi berjumlah 625 pasien dengan sampel 95 responden yang dipilih melalui teknik purposive sampling. Instrumen penelitian berupa kuesioner valid dan reliabel. Analisis bivariat dilakukan menggunakan uji chi-square. Hasil: Mutu pelayanan keperawatan tergolong baik pada 65 responden (68.4%) dan kurang baik pada 30 responden (31.6%). Tingkat kepuasan pasien menunjukkan kategori puas sebanyak 79 responden (83.2%) dan tidak puas sebanyak 16 responden (16.8%). Uji chi-square menghasilkan nilai p = 0.000 (<0.05) yang menunjukkan adanya hubungan signifikan antara mutu pelayanan keperawatan dan kepuasan pasien. Simpulan: Terdapat hubungan yang bermakna antara mutu pelayanan keperawatan dengan kepuasan pasien. Kata Kunci: Kepuasan Pasien; Kualitas Layanan; Mutu Pelayanan Keperawatan.