Analisis faktor-faktor yang memengaruhi kepuasan layanan: studi kasus pasien pada Poliklinik Gigi Umum Siloam Hospitals Kebon Jeruk

Supit, Rahel Zefanya Marline (2021) Analisis faktor-faktor yang memengaruhi kepuasan layanan: studi kasus pasien pada Poliklinik Gigi Umum Siloam Hospitals Kebon Jeruk. Masters thesis, Universitas Pelita Harapan.

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Abstract

Industri pelayanan kesehatan bertujuan untuk memberikan pelayanan yang berkualitas tinggi yang akan berdampak pada kepuasan pasien. Kualitas pelayanan semakin diakui sebagai faktor utama dalam membedakan layanan dan membangun keunggulan kompetitif. Kepuasan pasien terhadap pelayanan kesehatan adalah perbandingan antara persepsi terhadap pelayanan yang diterima dengan harapannya sebelum mendapatkan pelayanan. Penelitian ini dilakukan untuk mengetahui pengaruh dari trustworthiness, patient safety, fasilitas poliklinik, patient centeredness, social responsibility, dan hospital image terhadap kepuasan pasien. Penelitian ini merupakan studi kasus pada pasien yang pernah menerima perawatan gigi dan mulut di poliklinik gigi umum Siloam Hospitals Kebon Jeruk yang melibatkan 100 responden pada kunjungan bulan Januari – Maret 2021 berdasarkan metode purposive sampling. Pengumpulan data dilakukan dengan menyebarkan kuesioner yang berisi 31 pertanyaan dengan Skala Likert 1 – 5 yang diurutkan menjadi beberapa pilihan respon pada persepsi dan ekspektasi pasien mengenai kualitas pelayanan yang diberikan. Data dianalisis dengan metode analisis statistik deskriptif dan regresi liner berganda. Hasil penelitian menunjukkan bahwa patient safety, social responsibility, dan hospital image memiliki pengaruh positif dan signifikan terhadap kepuasan pasien. Sedangkan trustworthiness, fasilitas poliklinik, dan patient centeredness tidak berpengaruh signifikan terhadap kepuasan pasien. / The healthcare industry aims to provide high quality services that will have an impact on patient satisfaction. Service quality is increasingly recognized as a major factor in differentiating services and building competitive advantage. Patient satisfaction with health services is a comparison between perceptions of the service received and their expectations before getting the service. This study aims to determine the effect of trustworthiness, patient safety, polyclinic facilities, patient centeredness, social responsibility, and hospital image on patient satisfaction. This research is a case study of patients who have received dental and oral care at the general dental clinic of Siloam Hospitals Kebon Jeruk involving 100 respondents during a visit from January to March 2021 based on a purposive sampling method. Data collection was carried out by distributing questionnaires containing 31 questions with a Likert scale of 1 - 5 which were sorted into several response options on patient perceptions and expectations regarding the quality of services provided. Data were analyzed using descriptive statistical analysis methods and multiple linear regression. The results showed that patient safety, social responsibility, and hospital image have a positive and significant effect on patient satisfaction. Meanwhile, trustworthiness, polyclinic facilities, and patient centeredness have no significant effect on patient satisfaction.

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