Hubungan kualitas pelayanan tenaga kesehatan terhadap kepuasan pasien: studi cross-sectional
DOI:
https://doi.org/10.62290/hjph.v2i3.55Keywords:
kehandalan, daya tanggap, kepedulian, jaminan, kepuasan pasienAbstract
Latar belakang: Mutu pelayanan merupakan faktor determinan utama yang memengaruhi tingkat kepuasan pasien di institusi pelayanan kesehatan. Kualitas pelayanan tidak hanya ditentukan oleh aspek fisik, seperti ketersediaan fasilitas dan kelengkapan sarana, tetapi juga mencakup aspek non-fisik yang mencerminkan kualitas interaksi antara tenaga kesehatan dan pasien. Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas pelayanan tenaga kesehatan dan kepuasan pasien.
Metode: Penelitian ini menggunakan desain cross-sectional yang dilaksanakan di wilayah kerja Puskesmas Cikampak, Kabupaten Labuhanbatu Selatan. Populasi penelitian mencakup seluruh pasien yang berkunjung ke Puskesmas Cikampak sepanjang tahun 2024, dengan total 200 orang. Seluruh populasi dijadikan sampel melalui penerapan teknik total sampling. Data dikumpulkan menggunakan kuesioner yang disebarkan kepada responden. Untuk menganalisis data, digunakan uji statistik Chi-Square untuk menguji hubungan antarvariabel yang diteliti.
Hasil: Hasil penelitian menunjukkan bahwa tidak terdapat hubungan yang signifikan antara dimensi bukti fisik dan tingkat kepuasan pasien (p = 0,155). Sebaliknya, dimensi keandalan, daya tanggap, empati, dan jaminan memiliki hubungan yang signifikan dengan kepuasan pasien, dengan nilai signifikansi p < 0,001.
Kesimpulan: Keandalan, daya tanggap, kepedulian, dan jaminan yang optimal memiliki pengaruh signifikan terhadap tingkat kepuasan pasien.
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