The Effect of Service Quality on Patient Satisfaction in Obstetrics and Gynecology Polyclinic of PKU Muhammadiyah Gombong Hospital, Kebumen District During the Covid-19 Pandemic

Wulan Rahmadhani(1*), K Kusumastuti(2), Phan Trieu Phu MD(3)
(1) Universitas Muhammadiyah Gombong
(2) Universitas Muhammadiyah Gombong
(3) Division of Epidemiology and Public Health, Nottingham University
(*) Corresponding Author
DOI : 10.30604/jika.v6i3.642

Abstract

Health is one of the indicators of community welfare, so the community needs quality health services to meet their basic needs. To improve services and increase patient satisfaction, hospitals need to apply the Covid-19 policy in screening and service flows which are predicted to affect patient satisfaction. The aim of this study was to determine the effect of service quality on patient satisfaction during the COVID-19 pandemic. The research method in this study used a cross-sectional approach. The population was outpatients at the obstetrics and gynaecology polyclinic. The sample was determined using the accidental sampling technique with a total of 360 patients. The data were analyzed to determine the most dominant factor by using a logistic regression test. Based on the results of multivariate analysis, the variables with the greatest influence on patient satisfaction are the assurance variable (95% CI 1.50-6.06 with a p-value of 0.012), empathy (95% CI 1.38-4.65 with a p-value of 0.006), and tangible (95% CI 1.04- 4.08 with a p-value of 0.001). Based on the results, it can be concluded that there is a relationship between the dimensions of service quality and patient satisfaction. The quality of service during the Covid-19 pandemic is considered good but needs to be optimized on the dimensions of assurance, empathy, and tangible.

 

 

Abstrak: Kesehatan adalah indikator kesejahteraan masyarakat yangpaling utama, dan untuk memenuhi kebutuhan dasarnya masyarakat membutuhkan pelayanan yang bermutu. Rumah sakit berusaha meningkatkan pelayanan dan kepuasan pasien perlu adanya kebijakan mengatasi penularan Covid-19 berupa prosedur pelayanan, keharusan screening, serta alur proses pelayanan yang berubah diduga juga berpengaruh terhadap kepuasan pasien dan mutu pelayanan.  Tujuan penelitian ini bertujuan untuk mengetahui pengaruh mutu pelayanan terhadap kepuasan pasien dalam masa pandemic covid-19. Metode Penelitian menggunakan pendekatan cross sectional. Populasi penelitian adalah pasien rawat jalan di poliklinik kebidanan dan kandungan, Prosedur sampel Accidental Sampling sebanyak n=360. data hasil survey di analysis untuk mengetahui factor yang paling dominan dengan menggunakan uji regresi logistic.  Berdasarkan hasil analisis multivariate variabel yang paling besar pengaruhnya terhadap kepuasan pasien adalah variabel Assurance dengan nilai 95%CI 1.50-6.06 dan p =0.012, Emphaty 95%CI 1.38-4.65 p=value 0.006 dan Tangiable dengan nilai 95%CI 1.04-4.08 dan p=value 0.001. Berdasarkan hasil pada penelitian ini dikatakan bahwa terdapat hubungan pada dimensi mutu pelayanan dengan kepuasan pasien. Mutu pelayanan yang terjadi selama masa pandemi Covid-19 dinilai mulai sudah baik, akan tetapi harus di tingkatkan da dioptimalkan pada dimensi jaminan, emphaty dan tangibles.

Keywords


Patient satisfaction; Service Quality; Covid-19; Kepuasan pasien; Mutu Pelayanan

References


Arsita, R., & Idris, H. (2019). The Relationship Of Hospital Cost, Service Quality And Patient Satisfaction. Jurnal Ilmu Kesehatan Masyarakat, 10(2). https://doi.org/10.26553/jikm.2019.10.2.132-138

Asnawi, A. A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 9(6). https://doi.org/10.5267/j.msl.2019.2.011

Bella, L. (2013). Indonesia Sehat 2025. Journal of Chemical Information and Modeling, 53(9).

Broughton, E., & Latief, K. (2016). ISQUA16-3178 Hospital Health Service Quality And Universal Health Care In Indonesia. International Journal for Quality in Health Care, 28(suppl 1). https://doi.org/10.1093/intqhc/mzw104.52

E., B., & K., L. (2016). Hospital health service quality and universal health care in Indonesia. International Journal for Quality in Health Care, 28.

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). https://doi.org/10.32883/hcj.v4i3.500

Hawrysz, L., Gierszewska, G., & Bitkowska, A. (2021). The research on patient satisfaction with remote healthcare prior to and during the covid-19 pandemic. International Journal of Environmental Research and Public Health, 18(10). https://doi.org/10.3390/ijerph18105338

Imelda, S., & Nahrisah, E. (2019). Analisis Tingkat Mutu Pelayanan Rawat Inap Dalam Upaya Peningkatan Kepuasan Pasien Di Rsup Adam Malik Medan (Studi Perbandingan Antara Pasien Umum Dan Pasien BPJS). JURNAL INFORMATIKA, 3(3). https://doi.org/10.36987/informatika.v3i3.221

Kementerian Kesehatan Republik Indonesia. (2020). Situasi Terkini Perkembangan (COVID-19). Kemenkes, September.

Kesehatan, K., Indonesia, R., Ibu, K., Anak, K., Menular, P., Tidak, P., Jiwa, K., Lingkungan, K., Kesehatan, A. P., Gizi, S., & Ibu, K. (2019). Potret sehat indonesia dari riskesdas 2018. Ilmu Kesehatan.

Khrestianto, I., Rochmah, T. N., Pramundita, B., & Samsulhadi, A. (2020). Correlation between perceived service quality and patient satisfaction with behavioral intention at a hospital in Surabaya. EurAsian Journal of BioSciences Eurasia J Biosci, 14(April 2019).

Murhadi, W. R., & Karsana, W. (2021). EFFECT OF SERVICE QUALITY AND PATIENT SATISFACTION ON BEHAVIORAL INTENTION. Journal of Entrepreneurship & Business, 2(1). https://doi.org/10.24123/jeb.v2i1.3981

Pratama, V., & Hartini, S. (2020). The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital. Journal of Theory and Applied Management, 13(3). https://doi.org/10.20473/jmtt.v13i3.21139

Rahmadhani, W., Rohmansyah, N. A., Soe, T. K., & Suyanto, J. (2021). The Indicators of Nurse’s Perspective in Health Management System and Hospital Safety in Gombong Region Hospitals, Indonesia. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(1). https://doi.org/10.18196/jmmr.v10i1.11174

Suyanto, J., Rahmadhani, W., Hilinti, Y., Nobnorb, N., & Phu MD, P. T. (2021). Occupational Safety Practice of Hazardous Health-care Waste Management in Bengkulu City. Disease Prevention and Public Health Journal, 15(1). https://doi.org/10.12928/dpphj.v15i1.3622

Swain, S., & Kar, N. C. (2018). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3). https://doi.org/10.1108/IJPHM-06-2016-0028

Tarigan, A. M., Zein, U., & Syamsul, D. (2018). Pengaruh Mutu Pelayanan Kesehatan Terhadap Kebaikan Pasien Rawat Jalan Jantung di Rumah Sakit Advent Medan. Jurnal Rekam Medic, 1(2). https://doi.org/10.33085/jrm.v1i2.3973

Tariq Rafi, Muhammad Khalique, & Siddiqui, S. H. (2020). Hospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness. Journal of Accounting and Finance in Emerging Economies, 6(1). https://doi.org/10.26710/jafee.v6i1.1081

Widya Astari, D., Noviantani, A., & Simanjuntak, R. (2021). Kepuasan Pasien terhadap Mutu Pelayanan Keperawatan di Era Pandemi Covid-19 di Rumah Sakit Mata Cicendo. Journal of Hospital Accreditation, 03(1).

World Health Organization. (n.d.). WHO Timeline - COVID-19.

World Health Organization. (2020). Quality health services. In World Health Organisation (Issue July).


Article Statistic

Abstract view : 47 times
Fulltext (Bahasa Indonesia) views : 11 times

Dimensions Metrics

How To Cite This :

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.