HUBUNGAN ANTARA DIMENSI KUALITAS JASA LAYANAN PERAWAT DENGAN KEPUASAN PASIEN DI RUANG RAWAT INAP RUMAH SAKIT UMUM GMIM KALOORAN AMURANG KABUPATEN MINAHASA SELATAN
DOI:
https://doi.org/10.35799/pha.4.2015.10214Abstract
HUBUNGAN ANTARA DIMENSI KUALITAS JASA LAYANAN PERAWAT DENGAN KEPUASAN PASIEN DI RUANG RAWAT INAP RUMAH SAKIT UMUM GMIM KALOORAN AMURANG KABUPATEN MINAHASA SELATAN
Pricilia A. Sepang1), Franckie R.R Maramis1), Sulaemana Engkeng1)
1)Fakultas Kesehatan Masyarakat Universitas Sam Ratulangi
ABSTRACT
Quality of Service is one of the things that is closely related to the user or patient satisfaction. Patient satisfaction is influenced by the quality of nurses services which can be seen from the five dimensions (responsiveness, reliability, assurance, caring, direct evidence). This study aims to determine the relationship between the dimensions of service quality of nurses with patient satisfaction in inpatient room at General Hospital GMIM Kalooran Amurang South Minahasa District.This research is an analytic survey using cross sectional design. The number of samples in this study is 104 patients. Primary data collecting obtained through interviews, questionnaires and secondary data obtained from the Hospital profile. The results of the analysis uses Chi-Square test.The results shows that dimension of the quality of services with the patient satisfaction inpatient room RSU GMIM Kalooran Amurang South Minahasa District shows that the dimension of service responsiveness, reliability, assurance, caring, direct evidence, and satisfaction of the patients are in good category/ satisfied. The results of the test shows that there is a relationship between the dimensions of reliability and direct evidence with patients satisfaction and there is no relationship between the dimensions of responsiveness, assurance and concern with patient satisfaction. From the results of this study, researcher suggests the nurses in order to increase the patients’ trust towards them, nurses must be proficient in performing their duties and Hospitals must pay attention to the reliability of active officers in performing their duties.
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Keywords: Dimensions of Quality of nurses services, Patient Satisfaction
ABSTRAK
Kualitas Pelayanan adalah salah satu hal yang berhubungan erat dengan kepuasan pengguna pelayanan atau pasien. Kepuasan pasien dipengaruhi oleh kualitas jasa pelayanan perawat yang dapat dilihat dari lima dimensi (ketanggapan, kehandalan, jaminan, kepedulian, bukti langsung). Penelitian ini bertujuan untuk mengetahui hubungan antara dimensi kualitas jasa layanan perawat dengan indeks kepuasan pasien Ruang Rawat Inap Rumah Sakit Umum GMIM Kalooran Amurang Kabupaten Minahasa Selatan.Penelitian ini bersifat survey analitik dengan menggunakan rancangan cross sectional. Jumlah sampel dalam penelitian ini sebanyak 104 pasien. Pengumpulan data diperoleh data primer melalui wawancara, kuesioner dan data sekunder diperoleh dari profil Rumah Sakit. Hasil analisa menggunakan uji Chi-Square.Hasil penelitian dimensi kualitas jasa layanan perawat dengan kepuasan pasien ruang rawat inap RSU GMIM Kalooran Amurang Kabupaten Minahasa Selatan menunjukan bahwa dimensi pelayanan ketanggapan, kehandalan, jaminan, kepedulian, bukti langsung, dan kepuasan pasien berada pada kategori baik/puas.Hasil uji menunjukan bahwa terdapat hubungan antara dimensi kehandalan dan bukti langsung dengan kepuasan pasien dan tidak terdapat hubungan antara dimensi ketanggapan, jaminan dan kepedulian dengan kepuasan pasien. Dari hasil penelitian ini peneliti memberikan saran bagi perawat agar untuk lebih meningkatkan kepercayaan pasien perawat harus cakap dalam melakukan tugasnya dan Rumah Sakit harus memperhatikan kehandalan petugas yang aktif dalam melakukan tugasnya.
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Kata kunci : Dimensi Kualitas Jasa Layanan Perawat, Kepuasan Pasien
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