Analisis Hubungan Dimensi Mutu Pelayanan dengan Kepuasan Pasien: Studi Potong Lintang di RSUD Dekai, Yahukimo, Papua

Junita Mangiwa; Sarce Makaba; Septevanus Rantetoding; Yulius Sarungu Paiting; Agus Zainuri; Hasmi Hasmi

Authors

Junita Mangiwa Unversitas Cenderawasih
Sarce Makaba Unversitas Cenderawasih Jayapura
Septevanus Rantetoding Unversitas Cenderawasih Jayapura
Yulius Sarungu Paiting Unversitas Cenderawasih Jayapura
Agus Zainuri Unversitas Cenderawasih Jayapura
Hasmi Hasmi Unversitas Cenderawasih Jayapura

Keywords:

Daya Tanggap, Empati, Kepuasan Pasien, Mutu Pelayanan, SERVQUAL

Abstract

Mutu pelayanan mencerminkan kualitas proses sekaligus pengalaman pasien selama menerima layanan rumah sakit. Penelitian ini bertujuan menganalisis hubungan lima dimensi Service Quality (SERVQUAL) dengan kepuasan pasien serta mengidentifikasi dimensi yang menunjukkan asosiasi terkuat di RSUD Dekai, Kabupaten Yahukimo. Penelitian menggunakan desain potong lintang pada 100 pasien rawat jalan dan rawat inap yang dipilih melalui accidental sampling. Data dikumpulkan menggunakan kuesioner SERVQUAL dan kepuasan pasien. Analisis bivariat menggunakan uji Chi-Square dengan ukuran Prevalence Ratio (RP), sedangkan analisis multivariat menggunakan regresi logistik berganda dengan adjusted Odds Ratio (aOR). Sebanyak 73,0% responden menyatakan puas. Bukti fisik berhubungan dengan kepuasan pasien (p=0,005; RP=1,478), demikian pula keandalan (p=0,004; RP=1,518), daya tanggap (p<0,001; RP=2,375), dan empati (p=0,002; RP=1,558). Jaminan belum menunjukkan hubungan bermakna (p=0,110). Model akhir mempertahankan daya tanggap (aOR=63,882; 95% CI: 11,097–367,732) dan empati (aOR=13,531; 95% CI: 2,716–67,408). Daya tanggap menunjukkan asosiasi paling kuat dalam model akhir. Namun, interval kepercayaan yang lebar menunjukkan estimasi yang belum presisi. Temuan ini mendukung prioritas peningkatan kecepatan respons, kejelasan informasi, komunikasi, dan perhatian individual di RSUD Dekai

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