Analisis Kualitas Pelayanan terhadap Kepuasan Pasien di Rumah Sakit Gigi dan Mulut Universitas Muhammadiyah Semarang
DOI:
https://doi.org/10.58344/locus.v5i8.6014Keywords:
Kualitas Layanan, Kepuasan Pasien, Loyalitas Pasien, SERVQUALAbstract
Perubahan paradigma pelayanan kesehatan yang berorientasi pada pasien menjadikan kualitas pelayanan sebagai faktor utama dalam meningkatkan kepuasan pasien dan daya saing rumah sakit. Sebagai rumah sakit gigi dan mulut pendidikan yang masih berkembang, Rumah Sakit Gigi dan Mulut Universitas Muhammadiyah Semarang (RSGM UNIMUS) memerlukan evaluasi berkelanjutan terhadap mutu pelayanannya agar sesuai dengan harapan pasien. Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan terhadap kepuasan pasien berdasarkan lima dimensi SERVQUAL, yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian menggunakan pendekatan kuantitatif dengan metode deskriptif dan verifikatif. Data dikumpulkan melalui kuesioner, observasi, dan studi pustaka terhadap 100 responden yang dipilih menggunakan teknik purposive sampling dan accidental sampling. Analisis data dilakukan melalui uji validitas, reliabilitas, uji asumsi klasik, regresi linier berganda, uji t, uji F, dan koefisien determinasi (R²). Hasil penelitian menunjukkan bahwa seluruh dimensi SERVQUAL berpengaruh signifikan terhadap kepuasan pasien pada analisis parsial, sedangkan secara simultan kualitas pelayanan berpengaruh signifikan terhadap kepuasan pasien (F = 36,17; p < 0,001). Model penelitian mampu menjelaskan 65,81% variasi kepuasan pasien, dengan dimensi assurance dan reliability sebagai prediktor yang paling dominan. Disimpulkan bahwa peningkatan kualitas pelayanan secara menyeluruh sangat penting untuk meningkatkan kepuasan pasien. Oleh karena itu, rumah sakit perlu melakukan evaluasi mutu secara berkelanjutan, meningkatkan kompetensi sumber daya manusia, serta memperkuat standar pelayanan guna membangun kepercayaan, kepuasan, dan loyalitas pasien.
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