Literature Review: Analisis Kepuasan Pasien di Fasilitas Kesehatan Dengan Metode Service Quality

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Published: 2023-12-25
DOI: https://doi.org/10.69883/jlkm.v2i3.52
Keywords:
Kepuasan Pasien, Service Quality, Fasilitas Kesehatan

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Amelia Amanda
Universitas Sriwijaya, Jl. Raya Palembang – Prabumulih No. 32, Sumatera Selatan
Desheila Andarini
Universitas Sriwijaya, Jl. Raya Palembang – Prabumulih No. 32, Sumatera Selatan

Abstract

Kepuasan pasien merupakan salah satu indikator yang penting untuk meningkatkan kualitas layanan di fasilitas rumah sakit. Pasien yang merasa puas dengan layanan rumah sakit akan berdampak baik terhadap citra rumah sakit. Tujuan penelitian ini untuk menganalisis 5 dimensi kualitas layanan yaitu Kehandalan (Realibility), daya tanggap (Responsiveness), Jaminan (Assurance), empati (Emphaty), dan bukti fisik (Tangible) terhadap kepuasan pasien di fasilitas kesehatan. Penelitian ini menggunakan metode literature review. Hasil dari penelitian ini mayoritas seluruh artikel menyebutkan dimensi Servqual ini berdampak positif terhadap kepuasan pasien. Saran yang diberikan berdasarkan hasil literature review yang terkait dengan dimensi kualitas layanan yaitu pihak rumah sakit harus melakukan tarining atau pelatihan kepada tenaga kesehatan, melakukan pengamatan serta evaluasi secara berkala mengenai kepuasan pasien dengan menggunakan metode Service Quality di fasilitas pelayanan kesehatan.

Article Details

Issue

Vol. 2 No. 3 (2023): Jurnal Lentera Kesehatan Masyarakat

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Articles
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How to Cite

Literature Review: Analisis Kepuasan Pasien di Fasilitas Kesehatan Dengan Metode Service Quality. (2023). Jurnal Lentera Kesehatan Masyarakat, 2(3), 148-162. https://doi.org/10.69883/jlkm.v2i3.52

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