Hubungan Kualitas Pelayanan dengan Kepuasan Pasien Farmasi di Rumah Sakit Militer Banjarmasin
DOI:
https://doi.org/10.32585/jmiak.v8i2.7339Abstract
Kepuasan pasien menjadi indikator yang penting untuk menilai pelayanan rumah sakit dan berperan dalam membentuk citra serta kepercayaan masyarakat. Kualitas pelayanan berperan sebagai faktor utama dalam mempengaruhi kepuasan pasien karena mencakup aspek kecepatan, ketepatan, sikap petugas, dan kejelasan informasi. Penelitian ini diselenggarakan dengan tujuan memahami hubungan diantara kualitas pelayanan terhadap kepuasan pasien di Rumah Sakit Militer Banjarmasin. Kemudian dipergunakan metode kuantitatif melalui cross sectional. Sampel penelitian sebanyak 100 responden dipilih mempergunakan purposive sampling melalui berupa kriteria pasien yang sudah menerima pelayanan farmasi dan bersedia menjadi responden. Variabel independen yang dipilih yaitu kualitas pelayanan yang diukur melalui 5 dimensi SERVQUAL, sementara untuk variabel dependen berupa kepuasan pasien yang diukur mempergunakan skala Likert 4 poin. Analisis data dilaksanakan dengan cara univariat dan bivariat melalui uji Chi-Square. Hasil yang didapat memperlihatkan kualitas pelayanan ada dalam kategori baik sejumlah 43%, sedangkan kepuasan pasien terbanyak ada dalam kategori kurang puas sejumlah 46%. Uji Chi-Square menghasilkan p-value=0,017 (p<0,05) dimana menjelaskan adanya hubungan secara signifikan diantara kualitas pelayanan terhadap kepuasan pasien. Kesimpulannya, terdapat hubungan signifikan diantara kualitas pelayanan terhadap kepuasan pasien, sehingga peningkatan kualitas pelayanan akan memberi dampak positif untuk kepuasan pasien dan citra rumah sakit.
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