HUBUNGAN KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN RAWAT INAP DI RSUD MEURAXA KOTA BANDA ACEH
Abstract
Patient satisfaction is an important indicator for assessing hospital service quality. Inpatient service quality needs to be evaluated based on patients’ perceptions to identify aspects that require improvement. This study aimed to analyze the relationship between patient satisfaction and inpatient service quality at Meuraxa Regional General Hospital, Banda Aceh, based on five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A cross-sectional design was used involving 100 inpatients selected through cluster sampling. Data were collected using a five-point Likert-scale SERVQUAL questionnaire and analyzed using univariate analysis and Spearman’s correlation because the data were not normally distributed. A total of 96% of respondents reported satisfaction with inpatient services. The highest proportion of positive ratings was found in the assurance dimension (94%), while the lowest was found in tangibles (78%). A significant positive relationship was found between patient satisfaction and overall service quality (r = 0.520; p = 0.000). The strongest correlation was found for empathy (r = 0.450), while the weakest was for tangibles (r = 0.343). Patient satisfaction was significantly associated with inpatient service quality, with empathy and reliability showing relatively stronger associations, while tangibles requires greater attention in service quality improvement. ABSTRAK Kepuasan pasien merupakan indikator penting dalam menilai mutu pelayanan rumah sakit. Kualitas pelayanan rawat inap perlu dievaluasi berdasarkan persepsi pasien agar aspek pelayanan yang masih perlu diperbaiki dapat diidentifikasi. Penelitian ini bertujuan menganalisis hubungan kepuasan pasien dengan kualitas pelayanan rawat inap di RSUD Meuraxa Kota Banda Aceh berdasarkan lima dimensi SERVQUAL, yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian menggunakan desain cross-sectional dengan 100 pasien rawat inap sebagai responden yang dipilih melalui cluster sampling. Data dikumpulkan menggunakan kuesioner SERVQUAL skala Likert lima poin dan dianalisis secara univariat serta bivariat menggunakan korelasi Spearman karena data tidak berdistribusi normal. Sebanyak 96% responden menyatakan puas terhadap pelayanan rawat inap. Penilaian baik tertinggi terdapat pada dimensi assurance (94%), sedangkan terendah pada tangibles (78%). Terdapat hubungan positif dan signifikan antara kepuasan pasien dengan kualitas pelayanan secara keseluruhan (r = 0,520; p = 0,000). Korelasi tertinggi terdapat pada empathy (r = 0,450), sedangkan terendah pada tangibles (r = 0,343). Kepuasan pasien berhubungan signifikan dengan kualitas pelayanan rawat inap, dengan empathy dan reliability menunjukkan keterkaitan relatif lebih kuat, sementara tangibles menjadi aspek yang perlu mendapat perhatian dalam peningkatan mutu pelayanan.