Tingkat Kepuasan Pasien Rawat Jalan di Klinik Delima Sehat Menggunakan Model SERVQUAL

Lutfiyah Rizqulloh; Diah Kari Artati

doi:10.25047/j-remi.v6i3.5986

Penulis

Lutfiyah Rizqulloh Politeknik Bina Trada Semarang
Diah Kari Artati Politeknik Bina Trada Semarang

DOI:

https://doi.org/10.25047/j-remi.v6i3.5986

Kata Kunci:

Satisfaction, Clinic, Quality Healthcare, Patients, SERVQUAL

Abstrak

Klinik Delima Sehat Semarang telah menjadi salah satu fasilitas kesehatan dengan jumlah peserta BPJS terbanyak di Kota Semarang dan kunjungan pasien yang meningkat namun terdapat ketidakpuasan pasien terkait terkait waktu tunggu, proses rujukan, sikap staf, dan keterbatasan tempat parkir. Penelitian ini bertujuan untuk mengevaluasi tingkat kepuasan pasien terhadap layanan serta mengidentifikasi dimensi SERVQUAL yang paling berpengaruh dalam proses pelayanan kesehatan. Penelitian menggunakan rancangan studi cross-sectional dengan metode deskriptif. Sampel diambil menggunakan teknik acidental sampling dengan jumlah responden sebanyak 80 pasien rawat jalan. Pengumpulan data dilakukan melalui kuesioner SERVQUAL yang telah divalidasi, menggunakan skala likert empat poin. Analisis data menggunakan statistik deskriptif. Dimensi jaminan (assurance) memperoleh tingkat kepuasan tertinggi (76,25%) dengan skor rata-rata 3,88±0,33, sementara dimensi bukti fisik (tangibles) memperoleh tingkat kepuasan terendah (36,25%) dengan skor rata-rata 3,69±0,50. Secara keseluruhan, kepuasan pasien mencapai 78,75% dengan skor rata-rata 3,90±0,30. Disarankan supaya pihak manajemen klinik perlu memperhatikan dan melakukan perbaikan terutama pada dimensi bukti fisik, seperti perluasan area ruang tunggu dan peningkatan kenyamanan fasilitas, tanpa mengabaikan upaya mempertahankan kualitas pada dimensi-dimensi lainnya.

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