Analisis Kepuasan Pasien Rawat Jalan terhadap Kualitas Layanan Rekam Medis Menggunakan Metode SERVQUAL, CSI, dan IPA di RSUD Masohi

Hans Sammy Marthin Salakory (STIKes Maluku Husada)
Natasya Lopuhaa (STIKes Maluku Husada)
Herlien Sinay (STIKes Maluku Husada)
Ety Dusra (STIKes Maluku Husada)
Febby Sonya Matulessy (STYIKes Maluku Husada)

Jurnal Dunia Kesmas
Vol 15, No 3 (2026): Volume 15 Nomor 3

This study aims to measure outpatient satisfaction with medical record service performance at Masohi Regional Public Hospital. This research used a quantitative approach with SERVQUAL, Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA). The sample consisted of 150 outpatients selected through accidental sampling. The findings showed a negative service gap of -0.45, indicating that patient expectations were not fully met. The CSI value of 74.99% categorized patients as generally satisfied, although service improvements are still required to achieve a very satisfied category. Responsiveness and empathy were identified as the weakest dimensions, while assurance performed relatively well. IPA analysis revealed that the main priorities for improvement include hospital facilities, service reliability, staff competence, politeness, and responsiveness of medical record services. This study concludes that improving responsiveness and empathy is essential to enhance patient satisfaction in medical record services.