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Hubungan Mutu Pelayanan dengan Kepuasan Pasien di Instalasi Rawat Inap Rumah Sakit Ibnu Sina YW-UMI
Media Kesehatan Masyarakat Indonesia
ISSN 2356-4067, 0216-2482
Published 2020-03-31
Publisher Faculty of Public Health, Hasanuddin University, Makassar
Language en
Abstract
Making patients satisfaction as the main orientation is one of the characteristics of quality health service. This study aims to analyze patient satisfaction in relation with respondent characteristics and dimensions of service quality. This research was quantitative study with cross sectional approach on Ibnu Sina Hospital. Sample obtained were 242 people selected by consecutive sampling. Data obtained through the results of the distribution of questionnaires which were then analyzed using the Spearman correlation test. The dimensions of technical competence (p = 0.026), effectiveness, efficiency, service continuity, safety, and interpersonal relations with (p = 0.000) were dimensions that have significant relation. The dimensions of access to services (p = 0.177) and amenities (p = 0.516) were dimensions that have not a significant relation with patient satisfaction. There is a significant relationship in six of the eight dimensions of service quality. Suggestions for this study to improve the aspects of nurses' attitudes and skills, nurse awareness to identify patients, alacrity to patients, communication skills, especially nurses in conveying patient's condition to the doctor, and educate patient about risk accident at the hospital.
Collaboration network of the authors
18 authors ·
28 co-authorship links
· 2 across different organisations
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Metadata source: OAI-PMH (metadata jurnal) https://journal.unhas.ac.id/index.php/mkmi/oai, first harvested 5 Nov 2026, last seen 8 Nov 2026.
Original metadata (oai_dc)
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<dc:title xml:lang="en">Hubungan Mutu Pelayanan dengan Kepuasan Pasien di Instalasi Rawat Inap Rumah Sakit Ibnu Sina YW-UMI</dc:title>
<dc:creator xml:lang="en">Rivai, Fridawaty</dc:creator>
<dc:creator xml:lang="en">Lestari, Syalwinda</dc:creator>
<dc:creator xml:lang="en">Shaleh, Khalid</dc:creator>
<dc:subject xml:lang="en">Kepuasan pasien</dc:subject>
<dc:subject xml:lang="en">mutu</dc:subject>
<dc:subject xml:lang="en">rawat inap</dc:subject>
<dc:description xml:lang="en">Making patients satisfaction as the main orientation is one of the characteristics of quality health service. This study aims to analyze patient satisfaction in relation with respondent characteristics and dimensions of service quality. This research was quantitative study with cross sectional approach on Ibnu Sina Hospital. Sample obtained were 242 people selected by consecutive sampling. Data obtained through the results of the distribution of questionnaires which were then analyzed using the Spearman correlation test. The dimensions of technical competence (p = 0.026), effectiveness, efficiency, service continuity, safety, and interpersonal relations with (p = 0.000) were dimensions that have significant relation. The dimensions of access to services (p = 0.177) and amenities (p = 0.516) were dimensions that have not a significant relation with patient satisfaction. There is a significant relationship in six of the eight dimensions of service quality. Suggestions for this study to improve the aspects of nurses' attitudes and skills, nurse awareness to identify patients, alacrity to patients, communication skills, especially nurses in conveying patient's condition to the doctor, and educate patient about risk accident at the hospital.</dc:description>
<dc:publisher xml:lang="en">Faculty of Public Health, Hasanuddin University, Makassar</dc:publisher>
<dc:date>2020-03-31</dc:date>
<dc:type>info:eu-repo/semantics/article</dc:type>
<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
<dc:format>application/pdf</dc:format>
<dc:identifier>https://journal.unhas.ac.id/index.php/mkmi/article/view/9068</dc:identifier>
<dc:identifier>10.30597/mkmi.v16i1.9068</dc:identifier>
<dc:source xml:lang="en">Media Kesehatan Masyarakat Indonesia; Vol. 16 No. 1: MARET 2020; 38-47</dc:source>
<dc:source>2356-4067</dc:source>
<dc:source>0216-2482</dc:source>
<dc:source>10.30597/mkmi.v16i1</dc:source>
<dc:language>en</dc:language>
<dc:relation>https://journal.unhas.ac.id/index.php/mkmi/article/view/9068/pdf</dc:relation>
<dc:rights xml:lang="en">Copyright (c) 2020 Fridawaty Rivai, Syalwinda Lestari, Khalid Shaleh</dc:rights>
<dc:rights xml:lang="en">https://creativecommons.org/licenses/by-nc-sa/4.0</dc:rights>
</oai_dc:dc>
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14 citations
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Cite this article
APA 7
Rivai, F., Lestari, S., & Shaleh, K. (2020). Hubungan Mutu Pelayanan dengan Kepuasan Pasien di Instalasi Rawat Inap Rumah Sakit Ibnu Sina YW-UMI. Media Kesehatan Masyarakat Indonesia, 16(1), 38–47. https://doi.org/10.30597/mkmi.v16i1.9068
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IEEE
F. Rivai, S. Lestari, and K. Shaleh, “Hubungan Mutu Pelayanan dengan Kepuasan Pasien di Instalasi Rawat Inap Rumah Sakit Ibnu Sina YW-UMI,” Media Kesehatan Masyarakat Indonesia, vol. 16, no. 1, pp. 38–47, 2020, doi: 10.30597/mkmi.v16i1.9068.
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