Faktor-Faktor Yang Mempengaruhi Tingkat Kepuasan Pasien Rawat Inap Terhadap Pelayanan Keperawatan Di Poliklinik Rumah Sakit Kasih Ibu Tabanan

  • I Nyoman Gede Bayu Wiratama Suwedia Program Studi Sarjana Administrasi Rumah Sakit, Universitas Triatma Mulya
  • Nyoman Tri Maryanthi Program Studi Sarjana Administrasi Rumah Sakit, Universitas Triatma Mulya
  • Ni Putu Indah Rosita

Keywords

Factors, Patient Satisfaction, Nursing Services, Hospital

Abstract

Background: Patient satisfaction is a key indicator of hospital service quality, influenced by the quality of nursing care. Despite various quality improvement efforts, complaints regarding nurse responsiveness, communication, and other service aspects persist, potentially diminishing patient satisfaction at Kasih Ibu Tabanan Hospital. Objective: This study aimed to analyze the factors influencing the satisfaction levels of inpatients regarding nursing care at the Polyclinic of Kasih Ibu Tabanan Hospital. Method: A quantitative study using a cross-sectional analytic survey design was conducted from April to May 2025. A total enumeration sampling technique was employed, involving 109 inpatients. Independent variables included responsiveness, competence, tangibles, communication, and reliability, while the dependent variable was patient satisfaction. Data were collected using a validated and reliable questionnaire and analyzed via univariate, bivariate (Chi-Square test), and multivariate (logistic regression) methods. Results: A total of 59.6% of respondents expressed satisfaction with the nursing care. Bivariate analysis revealed that responsiveness (p<0.001), competence (p=0.032), communication (p=0.003), and reliability (p=0.047) were associated with patient satisfaction, whereas tangibles were not (p=0.485). Multivariate analysis indicated that responsiveness (aOR=3.96; 95% CI=1.64–9.53; p=0.002) and communication (aOR=2.61; 95% CI=1.09–6.26; p=0.032) significantly influenced patient satisfaction, with responsiveness being the dominant factor. Conclusion: Nurse responsiveness and communication are the primary factors influencing inpatient satisfaction. Therefore, the hospital needs to prioritize enhancing nurses' competence in responsiveness and communication to improve service quality and patient satisfaction.

References

Anfal, A. (2020). Pengaruh kualitas pelayanan dan citra rumah sakit terhadap tingkat kepuasan pasien rawat inap Rumah Sakit Umum Sundari Medan Tahun 2018. Excellent Midwifery Journal, 3(2). https://doi.org/10.55541/emj.v3i2.130

Anzar, M., Afni, N., & Afaldi, M. (2023). Pengaruh kualitas pelayanan keperawatan terhadap kepuasan pasien rawat inap di Puskesmas Tinombo. Jurnal Kolaboratif Sains, 6(7).

Azwar, A. (2019). Pengantar administrasi kesehatan (3rd ed.). Binarupa Aksara.

Donabedian, A. (2005). Evaluating the quality of medical care. The Milbank Quarterly, 83(4), 691–729. https://doi.org/10.1111/j.1468-0009.2005.00397.x

Fardhoni. (2023). Pengaruh pelayanan keperawatan dan kinerja perawat terhadap kepuasan pasien. Penerbit NEM.

Harun, H. (2020). Analisis faktor yang mempengaruhi mutu pelayanan kesehatan terhadap kepuasan pasien di Puskesmas Rawat Inap Kabupaten Pasaman 2019. Human Care Journal, 4(3).

Kasnaini, K., Palutturi, S., & Ahri, R. A. (2018). Pengaruh kualitas pelayanan terhadap kepuasan pasien umum instalasi rawat inap RSUD La Temmamala Soppeng Tahun 2018. Jurnal Mitrasehat, 8(2).

Kotler, P., & Keller, K. L. (2022). Marketing management (16th ed.). Pearson.

Lampus, C. S. V., Umboh, A., & Manampiring, A. E. (2023). Analisis faktor-faktor yang memengaruhi tingkat kepuasan pasien di Instalasi Rawat Inap RSUP Prof. Dr. R. D. Kandou Manado. Medical Scope Journal, 4(2).

Lestari, W., Rizany, I., & Setiawan, H. (2021). Faktor-faktor yang mempengaruhi tingkat kepuasan pasien rawat inap di rumah sakit. BIMIKI (Berkala Ilmiah Mahasiswa Ilmu Keperawatan Indonesia), 9(1).

Maryana, M., & Christiany, M. (2022). Hubungan aspek kualitas pelayanan dengan kepuasan pasien rawat inap. Citra Delima Scientific Journal of Citra Internasional Institute, 5(2).

Melliniawati, T., Syari, W., & Chotimah, I. (2023). Pengaruh mutu pelayanan kesehatan terhadap kepuasan pasien rawat jalan di RSUD Bantargebang Tahun 2022. PROMOTOR, 6(4). https://doi.org/10.32832/pro.v6i4.276

Muninjaya, A. A. G. (2018). Manajemen mutu pelayanan kesehatan. EGC.

Notoatmodjo, S. (2018). Metodologi penelitian kesehatan. Rineka Cipta.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Pranatha, A. (2019). Faktor-faktor yang berhubungan dengan kepuasan pasien terhadap pelayanan keperawatan di Puskesmas Rawat Inap se-Kabupaten Kuningan Tahun 2017. Jurnal Skolastik Keperawatan, 4(1).

Pohan, I. S. (2017). Jaminan mutu layanan kesehatan: Dasar-dasar pengertian dan penerapan. EGC.

Rusnoto, R., Purnomo, M., & Utomo, T. P. (2019). Hubungan komunikasi dan pelayanan keperawatan dengan tingkat kepuasan pasien. Jurnal Ilmu Keperawatan dan Kebidanan, 10(2).

Sihombing, Y. A. (2022). Loyalitas pasien: Tinjauan aspek pelayanan, kepuasan, trust, komitmen, brand equity, dan hospital image. Penerbit NEM.

Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D (2nd ed.). Alfabeta.

Tjiptono, F. (2019). Strategi pemasaran (5th ed.). Andi.

World Health Organization. (2022). Global strategy on people-centred and integrated health services. World Health Organization.

Yunita, S., Syamiyah, N., & Ferial, L. (2024). Literature review: Pengaruh kualitas pelayanan terhadap kepuasan pasien rawat inap di rumah sakit. Journal of Baja Health Science, 4(1).

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2021). Services marketing: Integrating customer focus across the firm (8th ed.). McGraw-Hill.

Zulkifli, A. (2020). Manajemen pelayanan kesehatan rumah sakit. Deepublish.

2026-08-05