Pengaruh Kualitas Pelayanan dan Lingkungan Fisik (Healthscape) terhadap Kepuasan Pasien Rawat Inap RSUP dr. Tadjuddin Chalid Makassar Tahun 2023: The Influence of Service Quality and Physical Environment (Healthscape) on Inpatient Satisfaction at RSUP dr. Tadjuddin Chalid Makassar in 2023

Ali, Nur Rifa Imtinan Sode
Haeruddin, Haeruddin
Yuliati, Yuliati

Journal of Aafiyah Health Research (JAHR)
Vol. 5 No. 1 (2024): JANUARY-JUNE

ABSTRAK Latar Belakang: Pelayanan kesehatan yang berkualitas adalah pelayanan kesehatan yang dapat memuaskan setiap pemakai jasa pelayanan kesehatan sesuai dengan tingkat kepuasan rata-rata penduduk serta penyelenggaraannya sesuai dengan kode etik dan standar pelayanan porfesi yang ada. Healthscape mendefinisikan pelayanan khusus untuk setiap layanan kesehatan dan mengacu pada hal-hal nyata yang ditangkap melalui indra penglihatan, penciuman, suara, rasa, dan sentuhan. Tujuan: Untuk mengetahui pengaruh ketepatan waktu, kecepatan respon, sikap sopan santun, kepedulian, sarana dan prasarana, aspek kualitas pelayanan, suhu ruangan, kebisingan, kebersihan, dan visual, tata letak ruangan dan peralatan, rambu petunjuk arah dan dekorasi ruangan, serta aspek lingkungan fisik (Healthscape) terhadap kepuasan pasien rawat inap RSUP Dr. Tadjuddin Chalid Makassar. Metode: Jenis penelitian ini adalah kuantitatif dengan pendekatan cross sectional study. Populasi penelitian sebanyak 144 responden dan sampel penelitian ini 109 orang. Metode pengumpulan data dengan menggunakan kuesioner. Data yang terkumpul dianalisis dengan Regresi Linear Berganda menggunakan aplikasi SPSS. Hasil: Terdapat pengaruh yang signifikan yaitu, ketepatan waktu petugas (p=0,032), sikap sopan santun petugas (p=0,000), sarana dan prasarana (p=0.035), suhu ruangan, kebisingan, kebersihan, visual (p=0,009), rambu petunjuk arah dan dekorasi ruangan (p=0,004). Adapun aspek kualitas pelayanan yang paling berpengaruh terhadap kepuasan pasien adalah sikap sopan santun petugas dan pada aspek lingkungan fisik yang paling berpengaruh terhadap kepuasan pasien adalah rambu petunjuk arah dan dekorasi ruangan. Kesimpulan: Terdapat pengaruh ketepatan waktu petugas, sikap sopan santun petugas, sarana dan prasarana, suhu ruangan, kebisingan, kebersihan, visual serta ambu petunjuk arah dan dekorasi ruangan terhadap kepuasan pasien. ABSTRACT Background: Quality health services are health services that can satisfy every user of health services in accordance with the average satisfaction level of the population and its implementation in accordance with the existing code of ethics and porfesi service standards. Healthscape defines specific services for each health service and refers to real things that are captured through the senses of sight, smell, sound, taste, and touch. Objective: To determine the effect of timeliness, speed of response, courtesy, caring, facilities and infrastructure, aspects of service quality, room temperature, noise, cleanliness, and visuals, room layout and equipment, direction signs and room decoration, as well as aspects of the physical environment (Healthscape) on the satisfaction of inpatients of Dr. Tadjuddin Chalid Hospital Makassar. Method: This type of research is quantitative with a cross sectional study approach. The study population was 144 respondents and the sample of this study was 109 people. Data collection methods using questionnaires. The collected data were analyzed with Multiple Linear Regression using the SPSS application. Results: There is a significant influence, namely, punctuality of officers (p = 0.032), courtesy of officers (p = 0.000), facilities and infrastructure (p = 0.035), room temperature, noise, cleanliness, visual (p = 0.009), direction signs and room decoration (p = 0.004). The aspect of service quality that has the most influence on patient satisfaction is the courtesy of officers and in the aspect of the physical environment that has the most influence on patient satisfaction is direction signs and room decoration. Conclusion: There is an influence of officer punctuality, officer courtesy, facilities and infrastructure, room temperature, noise, cleanliness, visual and ambu directions and room decoration on patient satisfaction.