Pengaruh Kualitas Pelayanan dan Perilaku Petugas terhadap Kepuasan Pasien pada Layanan Administrasi di Rumah Sakit Umum Hidayah Boyolali
DOI:
https://doi.org/10.71417/galen.v2i2.239Kata Kunci:
Kualitas pelayanan, Perilaku petugas, Kepuasan pasien, Layanan administrasi, Rumah sakitAbstrak
Kepuasan pasien merupakan indikator penting dalam menilai mutu pelayanan rumah sakit, khususnya pada layanan administrasi yang menjadi kontak awal pasien. Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan dan perilaku petugas terhadap kepuasan pasien pada layanan administrasi di Rumah Sakit Umum Hidayah Boyolali. Penelitian menggunakan pendekatan kuantitatif dengan desain observasional analitik cross-sectional. Sampel penelitian berjumlah 385 pasien yang dipilih menggunakan teknik quota sampling. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan uji Korelasi Rank Spearman serta regresi logistik ordinal. Hasil penelitian menunjukkan bahwa 89,1% responden menilai kualitas pelayanan dalam kategori baik, 81,0% menilai perilaku petugas baik, dan 79,0% merasa puas terhadap layanan administrasi. Analisis bivariat menunjukkan kualitas pelayanan berhubungan signifikan dengan kepuasan pasien (r=0,500; p=0,001), demikian pula perilaku petugas (r=0,516; p=0,001). Analisis regresi logistik ordinal menunjukkan bahwa kualitas pelayanan dan perilaku petugas berpengaruh signifikan terhadap kepuasan pasien (p<0,05), dengan perilaku petugas sebagai faktor yang paling dominan. Disimpulkan bahwa peningkatan kualitas pelayanan dan perilaku petugas secara berkelanjutan dapat meningkatkan kepuasan pasien pada layanan administrasi rumah sakit.
Unduhan
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