Analisis Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Gigi dan Mulut dengan Metode Servqual
DOI:
https://doi.org/10.35790/eg.v14i1.58230Abstract
Abstract: Patient satisfaction is one of the best indicators for determining healthcare service quality. Factors such as age, gender, education, and occupation influence patient satisfaction. The Servqual questionnaire can measure expectations and the reality of services provided to determine patient satisfaction levels. This study aimed to assess the level of patient satisfaction, related factors, and factors influencing the patient satisfaction at the Academic Dental Clinic RSGM-P FKG Usakti. Data were obtained by using questionnaires before and after receiving treatment. Patient satisfaction levels, related factors, and influencing factors were analyzed using the Spearman's rank correlation and logistic regression. Data results were presented in Cartesian diagrams and the Rasch Model. The results obtained 293 patients as respondents. The patient satisfaction rate was 75%. Cartesian diagram and Rasch Model analyses highlighted cleanliness, waiting room comfort, and waiting time as aspects that management should address. The Spearman's rank correlation results indicated that age and education level were associated with patient satisfaction level. The logistic regression results did not show any influencing factors. In conclusion, patient satisfaction level at the Academic Dental Clinic at RSGM-P FKG Usakti fall within the satisfied category, with age and education level being significant factors.
Keywords: patient satisfaction; dental and oral health services; Servqual; Academic Dental Clinic
Abstrak: Kepuasan pasien merupakan salah satu indikator terbaik untuk menentukan kualitas pelayanan kesehatan. Faktor seperti usia, jenis kelamin, pendidikan dan pekerjaan berpengaruh terhadap kepuasan pasien. Kuesioner Servqual dapat mengukur harapan dan realita pelayanan yang diberikan untuk mengetahui tingkat kepuasan pasien. Penelitian ini bertujuan untuk mengetahui gambaran tingkat kepuasan pasien, faktor yang berhubungan, serta faktor yang berpengaruh terhadap tingkat kepuasan pasien di Klinik Gigi Akademik RSGM-P FKG Usakti. Pengambilan data penelitian diperoleh menggunakan kuesioner yaitu sebelum dan sesudah dilakukan perawatan di Klinik Gigi Akademik RSGM-P FKG Usakti. Tingkat kepuasan pasien serta faktor–faktor yang berhubungan dan berpengaruh dianalisis menggunakan uji Spearman dan regresi logistik. Hasil data dibuat dalam bentuk diagram Kartesius dan Rasch Model. Hasil penelitian mendapatkan 293 pasien sebagai responden penelitian. Tingkat kepuasan pasien diperoleh sebesar 75%. Analisis diagram Kartesius dan Rasch Model menunjukkan bahwa kebersihan, kenyamanan ruang tunggu serta waktu menunggu merupakan butiran pertanyaan yang harus diperbaiki oleh pihak manajemen. Hasil uji Spearman menunjukkan bahwa faktor yang berhubungan dengan tingkat kepuasan pasien ialah usia dan tingkat pendidikan. Hasil uji regresi logistik tidak menunjukkan ada faktor yang berpengaruh. Simpulan penelitian ini ialah tingkat kepuasan pasien pada Klinik Gigi Akademik RSGM-P FKG Usakti termasuk dalam kategori puas dengan faktor usia dan tingkat pendidikan yang berhubungan
Kata kunci: kepuasan pasien; pelayanan kesehatan gigi dan mulut; Servqual; klinik gigi akademi
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Copyright (c) 2025 Denilson Denilson, Tri E. Astoeti, Yohana Yusra, Indrayadi Gunardi
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