The Relationship Between Service Quality and Facilities and Patient Satisfaction at Fitri Candra Wonogiri Hospital
DOI:
https://doi.org/10.59525/jess.v4i1.650Keywords:
Facilities; Patient Satisfaction; Service QualityAbstract
The development of hospitals is very fast and causes competition between hospitals to be sharp. Therefore, it is very important for the role of medical and non-medical personnel in health institutions to increase patient satisfaction because it becomes a benchmark for the quality of services available at the hospital in order to evaluate and improve the quality of services provided to patients. We can find out by looking at the level of patient satisfaction and there are several factors that affect patient satisfaction, namely service quality and facilities.The purpose of this study was to determine the relationship between service quality and facilities with patient satisfaction at Fitri Candra Wonogiri Hospital. This study is a type of analytical research with a collerational design through a cross sectional approach. The population in this study were patients at RSU Fitri Candra Wonogiri. The number of samples in this study were 86 respondents. The sampling technique used consecutive sampling. Analysis using chi square test and multiple logistic regression test. The results showed that service quality was related to patient satisfaction (p = 0.026) as well as facilities related to patient satisfaction (p = 0.038). In multivariate the relationship between service quality and satisfaction is more dominant with the value of service quality (Exp (B) value: 2.798 (positive), CI 95%: 1.133-6.912, and facilities (Exp (B) value: 2.600 (positive), CI 95%: 1,043 - 6,483. There is a relationship between service quality and facilities with patient satisfaction, where the more dominant relationship to patient satisfaction is service quality.
References
Aditya, I. G. G., & Yasa, N. N. K. (2024). Niat Beli Ulang : Presepsi Harga, Brand Image, dan Kualitas Produk. PT Media Pustaka Indo. Cilacap.
Amalia, A. N., Suyono, & Arthur, R. (2023). Penyusunan Instrumen Penelitian Konsep, Teknik, Uji Validitas, Uji Reabilitas, dan Contoh Instrumen Penelitian. Pt Nasya Expading Management. Pekalongan.
Anfal, A. (2020). Pengaruh Kualitas Pelayanan dan Citra Rumah Sakit terhadap Tingkat Kepuasan Pasien Rawat Inap Rumah Sakit Umum Sundari Medan Tahun 2018. Medan.
Anshari, Z. (2023). Pelayanan Kesehatan Primer. PT Inovasi Pratama Internasional. Sumatra Utara.
Dahlan. (2023). Kualitas Pelayanan Manajemen SDM dan Budaya Organisasi. Pekalongan.
Dwiastuti, R. (2017). Metode Penelitian Sosial Ekonomi Pertanian: Dilengkapi Pengenalan Berbagai Perspektif Pendekatan Metode Penelitian. UB Press. Malang.
Fardhoni. (2023). Pengaruh Pelayanan Keperawatan dan Kinerja Perawat terhadap Kepuasan Pasien. Penerbit NEM. Pekalongan.
Fatimah, G.N. (2024). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien di Klinik Pratama Mentari. Bandung.
Handayani, L. T. (2023). Buku Ajar Implementasi Teknik Analisis Data Kuantitatif (Penelitian Kesehatan). PT Scifintech Andrew Wijaya. Jakarta.
Handayany, G.N. (2020). Kualitas Pelayanan Kefarmasian & Kepuasan Pasien. Media Nusa Creative. Malang.
Herlambang, S. (2016). Manajemen Pelayanan Kesehatan Rumah Sakit.Gosyen Publishing. Yogyakarta.
Irmawartini, & Nurhaedah. (2019). Metodologi Penelitian. Keentrian Kesehatan RI. Indonesia.
Kelvianto, R.A.R, & Napitupulu, E.V (2022). Pengaruh Kualitas Pelayanan, Persepsi Harga dan Fasilitas terhadap Kepuasan Pasien di Stephanie Dental. Jakarta.
Muggaran, R.S & Siregar, S (2023). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien Rawat Inap Kelas 3 BPJS Kesehatan di Rumah Sakit Umum (RSUD) Kabupaten Karawang. Karawang.
Mukhtazar. (2020). Prosedur Penelitian Pendidikan. Absolute Media. Yogyakarta.
Oktaviani, D., Qomariyah, U., Qurniyawati, E., Ekaningrum, A. Y., Pratiwi, L., Putri, F. A. D., Musdalifah, Sholihin, R. M., Fitriyah, H., Jumain, Lumentut, G. P. I. ., Pamela, D. D. A., & Pati, D. U. (2023). Pengantar Epidemiologi. PT SADA KURNIA PUSTAKA. Banten.
Puspitasari, D., Marsepa, E., & Haeriyah, S. (2022). Mutu Pelayanan Kesehatan di Puskesmas. Pekalongan.
Ristanti, V. (2022). Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pasien Non Bpjs di Klinik Abadi Jaya Depok. Jurnal Ilmiah Wahana Pendidikan, 8(24), 603-609.
Roesminingsih, M., Widyaswari, M., Rosyanafi, R. J., & Zakariyah, F. (2024). Metodologi Penelitian Kuantitatif. CV. Bayfa Cendekia Indonesia. Madiun.
Rosyidi, M. I., Sudarta, I. W., & Susilo, E. (2020). Manajemen Mutu Pelayanan Kesehatan. Gosyen Publishing. Yogyakarta.
Ronaldi, S., Salfadri, & Hadya, R. (2022). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien Pada Rumah Sakit Umum Daerah (RSUD) Pariaman. Jurnal Matua, 4, no, 29–38.
Sa’adah, L., & Munir, A.F. (2020). Kualitas layanan, Harga, Citra Merk Serta Pengaruhnya terhadap Kepuasan Konsumen. Universitas KH. A Wahab Hasbullah. Jombang.
Satrianegara, M. F. (2018). Organisasi dan Manajemen Pelayanan Kesehatan Teori dan Aplikasi dalam Pelayanan Puskesmas dan Rumah Sakit. Salemba Medika. Jakarta Selatan.
Setianingsih, A., & Susanti, A. S. (2021). Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Di Rumah Sakit “S.” Menara Medika, 4(1), 22–27.
Sudaryanto, B. (2021). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien Rawat Jalan pada Bagian Pendaftaran Rumah Sakit Omni Pulomas. Jakarta
Syafril. (2019). Statistik Pendidikan. Kencana. Jakarta.
Tanjung, Y. (2024). Pengaruh Harga, Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pelanggan Bongkar Muat Pada Pt Global Logistik Internasional Belawan. Jurnal Widya, 5(2), 1893-1907.
Trisnawati, R., Fathorrahman, & Pradiani, T. (2023). Pengaruh Kualitas Pelayanan, Fasilitas dan Brand Image terhadap Kepuasan Pasien di Klinik RH Medica Malang. Bursa: Jurnal Ekonomi Dan Bisnis, Vol. 2 (1), 71–79.
Utari, P. S., & Firmansyah, I. (2021). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien Rawat Jalan pada Rumah Sakit Bhayangkara Setukpa Sukabumi. Jurnal Mahasiswa Manajemen, Vol. 2 No., 60–78.
Wibowo, H. A., & Fauzi, M. (2018). Pelayanan Konsumen. Parama Publishing. Yogyakarta.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Sheva Muthi 'Annisa, Lilik Sriwiyati, Budi Kristanto, Hendra Dwi Kurniawan
This work is licensed under a Creative Commons Attribution 4.0 International License.
