Analisis pengaruh responsiveness, tangible, empathy, assurance dan reliability terhadap kepuasan pasien yang memediasi revisit intention di RS XYZ

Bhavnani, Shweta (2022) Analisis pengaruh responsiveness, tangible, empathy, assurance dan reliability terhadap kepuasan pasien yang memediasi revisit intention di RS XYZ. Masters thesis, Universitas Pelita Harapan.

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Abstract

Data kunjungan masuk pasien ke IGD dari seluruh kunjungan ke Rumah Sakit Umum di Indonesia selalu meningkat dari tahun ke tahun. Sejalan dengan fakta tersebut, data survei Indeks Kepuasan Masyarakat yang dilakukan oleh Kementrian Kesehatan Republik Indonesia (2017) melaporkan bahwa pelayanan rumah sakit belum sesuai dengan harapan pasien atau dengan kata lain tingkat kepuasan pasien masih rendah. Penelitian ini bertujuan untuk mengetahui pengaruh dari faktor-faktor kualitas layanan yang terdiri dari responsivness, tangible, empathy, assurance, dan reliability dalam mempengaruhi customer satisfaction dan menganalisis customer satisfaction sebagai variabel mediasi terhadap revisit intention di Instalasi Gawat Darurat (IGD) di Rumah Sakit XYZ. Penelitian ini menggunakan penelitian kuantitatif dan pengumpulan data dilakukan dengan menggunakan kuesioner. Populasi sasaran penelitian ini adalah seluruh pasien yang menjalani perawatan di ruang IGD di RS XYZ. Berdasarkan data pada bulan Agustus 2022 terdapat 2.564 pasien rawat jalan. Jumlah sampel ditentukan sebanyak 200 sampel. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Partial Least Square-Structural Equation Modelling (SEM-PLS) diterapkan pada penelitian ini. Hasil penelitian menunjukkan bahwa revisit intention dipengaruhi secara positif oleh kepuasan pasien di IGD RS XYZ, serta faktor kualitas layanan kesehatan aspek tangibility, empathy dan assurance mempunyai pengaruh positif terhadap kepuasan pasien. Adapun kualitas layanan kesehatan aspek responsiveness dan reliability tidak menjadi faktor yang berperan dalam menentukan kepuasan pasien IGD di RS XYZ pada penelitian ini. Implikasi praktis dari penelitian ini: 1) Rumah sakit sebagai bagian dari sistem kesehatan nasional harus mempertahankan aspek-aspek tangibility yang selama ini menjadi perhatian pasien yakni pakaian atau seragam khusus IGD maupun tanda pengenal/identitas yang dikenaka para staf medis dan kebersihan dan kenyamanan lingkungan sekitar IGD rumah sakit. 2) Staf medis memberikan perhatian khusus kepada pasien selama proses perawatan dan diharapkan dapat meluangkan waktu untuk berkomunikas dan menghibur pasien untuk menunjukkan empathy. 3) Untuk meningkatkan kualitas layanan dari aspek assurance diharapkan pihak manajemen menjaga kualitas layanan yang tetap prima sehingga pasien merasa adanya kesesuaian antara biaya yang telah dikeluarkan dengan layanan yang diterima. Selain itu para staff medis tetap menjaga rasa aman bagi pasien dengan bersifat ramah dan siap menjawab pertanyaan dari pasien./ Data on patient visits to the emergency room at public hospitals in Indonesia are always increasing year by year. Coherent with this fact, the Community Satisfaction Index survey conducted by the Ministry of Health of the Republic of Indonesia (2017) reported that hospital services have not met patient expectations or in other words the level of patient satisfaction is still low. This study aims to determine the influence of service quality factors such as responsiveness, tangibility, empathy, assurance, and reliability in influencing patient satisfaction and to analyze customer satisfaction as a mediating variable on revisit intention in the Emergency Room (ER) at XYZ Hospital. This study used quantitative research and data collection was carried out using a questionnaire. The target population of this study were all patients undergoing treatment in the emergency room at XYZ Hospital. Based on data for August 2022 there were 2,564 outpatients. The number of samples was determined as many as 170 samples domicile in North Jakarta. The sampling technique used was purposive sampling. Partial Least Square-Structural Equation Modeling (SEM-PLS) was applied in this study. The results showed that revisit intention was positively influenced by patient satisfaction in the emergency room at XYZ Hospital, and the quality factors of health services in the aspects of tangibility, empathy and assurance had a positive influence on patient satisfaction. As for the quality of health services, the responsiveness and reliability aspects were not factors that played a role in determining the satisfaction of emergency room patients at XYZ Hospital in this study. Practical implications of this study: 1) Hospitals as part of the national health system must maintain tangibility aspects that have been a concern of patients, namely emergency room clothing or uniforms as well as identification/identity worn by medical staff and cleanliness and comfort of the surrounding environment hospital ED. 2) Medical staff pay special attention to patients during the treatment process and are expected to take the time to communicate and entertain patients to show empathy. 3) To improve service quality from the assurance aspect, it is hoped that management will maintain excellent service quality so that patients feel that there is a match between the costs incurred and the services received. In addition, the medical staff continues to maintain a sense of security for patients by being friendly and ready to answer questions from patients.

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