<![CDATA[ABSTRAKPergeseran dasar keunggulan kompetitif di rumah sakit tidak hanya ditentukan oleh profit oriented, tetapi juga penciptaan dan penambahan nilai bagi customer. Perawat yang sering berhubungan dan sebagian besar waktu mereka melayani pasien dalam 24 jam, memiliki peran penting dalam merawat pasien. Kepuasan pasien sebagai indikator kualitas adalah kunci sukses untuk daya saing pelayanan rumah sakit. Tujuan dari penelitian ini adalah untuk analisis model kualitas pelayanan keperawatan berdasarkan kinerja keperawatan, perawat dan pasien. Penelitian ini menggunakan pendekatan cross sectional, di kepuasan Rumah Sakit Islam Surabaya. Faktor yang diteliti yaitu: karakteristik organisasi (budaya organisasi dan kepemimpinan), faktor pekerjaan (umpan balik dan berbagai pekerjaan perawat), karakteristik perawat (motivasi, sikap, komitmen dan model mental), praktik keperawatan, komunikasi interpersonal, kepuasan perawat dan pasien. Hasil kinerja keperawatan mengungkapkan bahwa; (1) karakteristik perawat tidak dipengaruhi oleh budaya organisasi dan gaya kepemimpinan, (2) karakteristik perawat dipengaruhi oleh faktor pekerjaan, (3) karakteristik perawat mempengaruhi kualitas keperawatan layanan (praktek keperawatan, keperawatan profesional, perawat dan kepuasan pasien), (4) kepuasan perawat tidak mempengaruhi profesionalisme perawat. Berdasarkan hasil keseluruhan dari pengembangan model asuhan keperawatan yang pada awalnya hanya menekankan proses asuhan keperawatan saja, harus mempertimbangkan masukan faktor karakteristik organisasi, karakteristik pekerjaan, dan karakteristik perawat individu dan mempertimbangkan faktor proses standar asuhan keperawatan dan kinerja profesional perawat dan mempertimbangkan faktor hasil kepuasan perawat dan pasien. Jadi secara umum model pengembangan kualitas yang ada asuhan keperawatan mengacu pada sistem kualitas yang komprehensif. Disarankan: 1. kebutuhan untuk pelatihan on atau off pelatihan keterampilan pengetahuan pekerjaan dan komunikasi terapeutik, 2. pendidikan dan pelatihan profesional di luar dan soft skill yang dimiliki oleh kelompok profesi keperawatan, 3. penerapan remunerasi bagi perawat, 4. adanya kebijakan rumah sakit yang mendukung kemerdekaan profesi keperawatan.Kata kunci: Mutu asuhan keperawatan, faktor determinan kinerja perawat, kepuasanABSTRACTBasic shift of competitive advantages in hospital is not only determined by profit oriented, but also value creation and added for customers. Nurses who frequently often contact to patients and most of their time serve patients in 24 hours, have an important role in caring for the patient. Patient satisfaction as quality indicator is the key success for competitiveness of service in hospital. The aim of this research was to analysis nursing service quality model based on the nursing performance, nurse and patient satisfaction.The research method used cross sectional study, at Surabaya Islamic Hospital. Research factors were namely: oganization characteristic (organization culture and leadership), work factors (feedback and variety of nurses work), nurse characteristics (motivation, attitude, commitment and mental model), nursing practice, interpersonal communication, nurse and patient satisfaction. The results of nursing performance revealed that; (1) nurse characteristic were not affected by organization culture and leadership style, (2) nurse characteristics were affected by work factors, (3) nurse characteristics affected nursing quality service (nursing practice, nursing professional, nurse and patient satisfaction), (4) nurse satisfaction did not affect nursing professionals. Based on the overall results of the development of nursing care model that was originally only emphasizes the process of nursing care only, should be consider the input factor organizational characteristics, job characteristics, and characteristics of individual nurses and consider the process factors of nursing care standards and professional performance of nurses and to consider the outcome factors nurse and patient satisfaction. So in general the development model of quality of existing nursing care refers to a comprehensive system of quality. It is recommended: 1. need for training either on or off the job training on knowledge skills and therapeutic communication, 2. education and training professionals outside and soft skills held by the group of the nursing profession, 3. application of remuneration for nurses, 4. the existence of hospital policies that support the independence of the nursing profession. Keywords: Nursing Service Quality, Determinant Factors of Performance, Satisfaction. DOWNLOAD FULL TEXT PDF >>]]>
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