Analysis of Patient Satisfaction with Nursing Services at Eka Hospital Cibubur Outpatient Unit: A SERVQUAL Method
Article Sidebar
Main Article Content
Abstract
Patient satisfaction is one of the key indicators for assessing the quality of hospital services and influences its competitiveness. This study aims to analyze the gap between patient expectations and reality regarding nursing services at the Eka Hospital Cibubur Polyclinic. This study is quantitative and uses the SERVQUAL (service quality) method to measure patient satisfaction based on five dimensions: Tangible, Responsiveness, Reliability, Assurance, and Empathy. The study sample used an accidental sampling technique obtained by 89 respondents participating by completing an online questionnaire. The results showed that the average patient expectation value was 4.52, while the average reality value was 4.39, resulting in a SERVQUAL gap of (-0.13). Based on the results, improvements are still needed related to services to increase patient satisfaction. However, the level of conformity between expectations and reality reached 97%, which indicates that overall, the service is in accordance with patient expectations.
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Christiani Nababan, M., Listiawaty, R., & Berliana, N. (2020). Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas X Kota Jambi. Jurnal Kesmas Jambi, 4(2), 6–16.
https://doi.org/10.22437/jkmj.v4i2.10565
Darma Karno. (2023). Hubungan Kualitas Pelayanan Kesehatan dengan Kepuasan Pasien di Rumah Sakit. Jurnal Tampiasih, 1(No. 2 (2023): Juli), 22–32.
Darus, M., Milwati, S., & Maemunah, N. (2018). Hubungan Kualitas Pelayanan Keperawatan Dengan Tingkat Kepuasan Pasien Rawat Jalan Di Puskesmas Dinoyo Kota Malang. Nursing News, 3(1), 612–619.
Dewi, M. (2016). Pengaruh kualitas pelayanan terhadap kepuasan pasien pengguna bpjs pada rumah sakit rehabilitasi medik Kabupaten Aceh Timur. 5(2), 535–544. https://www.ejurnalunsam.id/index.php/jm k/article/view/79
Enas, U. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien (The Effect of Service Quality on Patient Satisfaction). Jurnal Ilmu Medis Indonesia (JIMI, 3(1), 31–39.
https://doi.org/10.35912/jimi.v3i1.2870
Hafizurrachman, H. (2009). Kepuasan Pasien dan Kunjungan Rumah Sakit. Kesmas: National Public Health Journal, 4(1), 10. https://doi.org/10.21109/kesmas.v4i1.195
Karaca, A., & Durna, Z. (2019). Patient satisfaction with the quality of nursing care. Nursing Open, 6(2), 535–545. https://doi.org/10.1002/nop2.237
Kurniati, N. E., & Mustikawati, I. S. (2023). Analisis Faktor Karakteristik yang Berhubungan dengan Persepsi Kepuasan Pasien di Klinik Bayi Tabung Morula IVF Tangerang Tahun 2023. Jurnal Kesehatan Tambusai, 4(3), 3356–3363.
Muhammad, D., Almasyhuri, A., & Setiani, L. A. (2020). Evaluasi Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian Di Rumah Sakit Sekarwangi Cibadak Kabupaten Sukabumi. Jurnal Ilmiah Ilmu Terapan Universitas Jambi|JIITUJ|, 4(2), 174–186.
https://doi.org/10.22437/jiituj.v4i2.11606
Maila, I. El. (2021). Kepuasan Pasien Rawat Jalan Geriatri Ditinjau dari Mutu Pelayanan,Persepsi dan Respon Time di Puskesmas. STRADA Press.
Manek, O. (2020). Analisis Pelayanan Kesehatan Rawat Inap Faskes I Terhadap Kepuasan
Pasien Bpjs Di Puskesma. In STRADA Press (Vol. 5, Issue 3).
Murniaty. (2018). ANALISIS KEPUASAN PASIEN DI KLINIK HJ. TARPIANIE
SIDOARJO Elizabeth. 2(1).
Kusnanto. (2019). Perilaku Caring Perawat Profesional. Pusat Penerbitan dan Percetakan Universitas airlangga (AUP). Surabaya.
Pramanta, H. Y. (2017). GAMBARAN TINGKAT PENDIDIKAN DENGAN PENGAMBILAN KEPUTUSAN KELUARGA DALAM MEMILIH PELAYANAN KESEHATAN DI DUSUN BODEH AMBARKETAWANG GAMPING SLEMAN YOGYAKARTA.
In APA Planning Advisory Service Reports (Vol. 7, Issue 1, pp. 1–9). https://dspace.uii.ac.id/bitstream/handle/12 3456789/25104/[Cetak Perpusnas] Ekonomi Islami Solusi Tantangan Zaman.pdf?sequence=1&isAllowed=y#pag e=71
Rahayu, S. (2018). Hubungan Pengetahuan dan Sikap dengan Perilaku Caring Perawat di Rumah Sakit. Faletehan Health Journal 5(2):77-83. DOI:10.33746/fhj.v5i2.12
Ramadhan, I. H., & Suprajang, S. E. (2018). Analisis Kualitas Pelayanan terhadap Kepuasan Pasien di Klinik Mitra Husada Kecamatan Wates Kabupaten Blitar. Jurnal Penelitian Manajemen …, 3(2), 138–148. https://journal.stieken.ac.id/index.php/penat aran/article/download/386/485
Rifai, N., Lumadi, S. A., & Harningtyas, S. (2022). Hubungan Pelayanan Perawat Dengan Kepuasan Pasien Di Poliklinik Um Selama Pandemi Covid-19. Jurnal Ilmiah Kesehatan Media Husada, 11(2), 182–193. https://doi.org/10.33475/jikmh.v11i2.312
Samad, A., Ap, A. R. A., & Patimah, S. (2025). Analisis Pengaruh Kepuasan Layanan dan Loyalitas Terhadap Kunjungan Ulang Pasien Umum RSUD Lanto Dg Pasewang Kabupaten Jeneponto. 6(2), 58–68.
Santosa, A., Gustina, E., & Rahutami, S. (2023). Analisis Kepuasan Pasien Terhadap Pelayanan Keperawatan Analysis of Patient Satisfaction With Nursing Services.
Cendekia Medika : Jurnal STIKES Al-Ma’arif Baturaja, 8(2).
Shilvira, A., Fitriani, A. D., & Satria, B. (2022). Pengaruh Kepuasan Pasien Terhadap Minat Kunjungan Ulang Di Ruang Rawat Inap Rumah Sakit Umum Bina Kasih Medan. Ilmu Psikologi Dan Kesehatan, 1(3), 205–214.
Sintari, S. N. N., Subhaktiyasa, P. G., & Andriana,
K. R. F. (2022). Mutu Pelayanan Keperawatan Berhubungan dengan Kepuasan Pasien. Public Inspiration: Jurnal Administrasi Publik, 7(2), 81–88. https://doi.org/10.22225/pi.7.2.2022.81-88
Yanti, N. (2019). SERVICE QUALITY DALAM MENGUKUR KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN DI RUMAH SAKIT UMUM IBNU SINA KECAMATAN INDRAPURI KABUPATEN ACEH BESR.