Evaluasi Mutu Pelayanan dan Kepuasan Pasien pada Layanan Rawat Jalan Rumah Sakit
Evaluation of Service Quality and Patient Satisfaction in Hospital Outpatient Services
DOI:
https://doi.org/10.47679/ib.20261586Keywords:
kepuasan pasien, mutu pelayanan, rawat jalan, rumah sakit, SERVQUAL, cross-sectionalAbstract
Service quality is an important indicator of hospital service delivery because it is closely related to patient experience and satisfaction. Outpatient care has specific characteristics, as it involves registration, queuing, clinical examination, staff communication, and facility comfort, all of which are directly experienced by patients. This study aimed to analyze the relationship between service quality and patient satisfaction in the outpatient department of Annisa Citeureup General Hospital in 2025. This study used an analytic quantitative design with a cross-sectional approach. A total of 98 outpatient respondents were selected using proportionate stratified random sampling. Data were collected using a service quality questionnaire based on SERVQUAL dimensions and a patient satisfaction questionnaire. The data were analyzed using univariate and bivariate analyses with the Pearson Chi-square test at a significance level of α = 0.05. The results showed that most respondents rated service quality as good, with 75 respondents (76.5%), and most respondents were satisfied with the services received, with 72 respondents (73.5%). The Chi-square test showed a significant relationship between service quality and patient satisfaction (p = 0.001). The Odds Ratio was 4.753 (95% CI: 1.7–12.9), indicating that patients who rated service quality as poor had higher odds of being dissatisfied than those who rated service quality as good. This study concludes that service quality is significantly associated with outpatient satisfaction.
Abstrak. Mutu pelayanan merupakan indikator penting dalam penyelenggaraan layanan rumah sakit karena berkaitan dengan pengalaman dan kepuasan pasien. Pelayanan rawat jalan memiliki karakteristik khusus karena melibatkan proses pendaftaran, antrean, pemeriksaan, komunikasi petugas, dan kenyamanan fasilitas yang langsung dirasakan pasien. Penelitian ini bertujuan untuk menganalisis hubungan antara mutu pelayanan dan kepuasan pasien di Ruang Rawat Jalan RSU Annisa Citeureup Tahun 2025. Penelitian ini menggunakan desain kuantitatif analitik dengan pendekatan cross-sectional. Sampel penelitian berjumlah 98 pasien rawat jalan yang dipilih menggunakan teknik proportionate stratified random sampling. Data dikumpulkan menggunakan kuesioner mutu pelayanan berbasis dimensi SERVQUAL dan kuesioner kepuasan pasien, kemudian dianalisis secara univariat dan bivariat menggunakan uji Pearson Chi-Square dengan tingkat kemaknaan α = 0,05. Hasil penelitian menunjukkan bahwa sebagian besar responden menilai mutu pelayanan dalam kategori baik, yaitu 75 responden (76,5%), dan sebagian besar responden merasa puas terhadap pelayanan, yaitu 72 responden (73,5%). Hasil uji Chi-Square menunjukkan terdapat hubungan yang signifikan antara mutu pelayanan dan kepuasan pasien (p = 0,001). Nilai Odds Ratio sebesar 4,753 (95% CI: 1,7–12,9) menunjukkan bahwa pasien yang menilai mutu pelayanan kurang baik memiliki odds lebih tinggi untuk merasa kurang puas dibandingkan pasien yang menilai mutu pelayanan baik. Penelitian ini menyimpulkan bahwa mutu pelayanan berhubungan signifikan dengan kepuasan pasien rawat jalan.
References
Asmirati Yakob, Y., Kusumawati, Y., Alfiyani, L., Muliyono, D., Rahayu, U. B., Untari, I., Hamranani, S. S. T., & Umam, D. N. (2024). Hubungan mutu pelayanan dengan kepuasan pasien rawat jalan di Rumah Sakit Paru Manguharjo Madiun tahun 2023. Jurnal Keilmuan dan Kesehatan, 3(1), 45–48. https://doi.org/10.23917/jkk.v3i1.49
Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, 26(6), 767–786.
Donabedian, A. (1988). The quality of care: How can it be assessed? JAMA, 260(12), 1743–1748. https://doi.org/10.1001/jama.1988.03410120089033
Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (2023). Patient satisfaction with healthcare services and the techniques used for its assessment: A systematic literature review and a bibliometric analysis. Healthcare, 11(5), 639. https://doi.org/10.3390/healthcare11050639
Harini, T. L., Mantjoro, E. M., & Tatura, S. N. N. (2023). Analisis mutu pelayanan kesehatan dengan kepuasan pasien rawat jalan di Rumah Sakit Umum Pusat Ratatotok Buyat. Jurnal Sains dan Teknologi, 4(3), 189–198. https://doi.org/10.55338/saintek.v4i3.1338
Kementerian Kesehatan Republik Indonesia. (2022). Peraturan Menteri Kesehatan Republik Indonesia Nomor 30 Tahun 2022 tentang Indikator Nasional Mutu Pelayanan Kesehatan Tempat Praktik Mandiri Dokter dan Dokter Gigi, Klinik, Pusat Kesehatan Masyarakat, Rumah Sakit, Laboratorium Kesehatan, dan Unit Transfusi Darah. Kementerian Kesehatan Republik Indonesia.
Kruk, M. E., Gage, A. D., Arsenault, C., Jordan, K., Leslie, H. H., Roder-DeWan, S., Adeyi, O., Barker, P., Daelmans, B., Doubova, S. V., English, M., Elorrio, E. G., Guanais, F., Gureje, O., Hirschhorn, L. R., Jiang, L., Kelley, E., Lemango, E. T., Liljestrand, J., ... Pate, M. (2018). High-quality health systems in the Sustainable Development Goals era: Time for a revolution. The Lancet Global Health, 6(11), e1196–e1252. https://doi.org/10.1016/S2214-109X(18)30386-3
Meruntu, I. S. E., Wowor, R. E., & Rumayar, A. A. (2020). Hubungan antara mutu jasa pelayanan kesehatan dengan kepuasan pasien rawat jalan. Indonesian Journal of Public Health and Community Medicine, 1(2), 27–31. https://doi.org/10.35801/ijphcm.1.2.2020.28665
Noviyani, A., & Viwattanakulvanid, P. (2024). Exploring patients’ perspectives on healthcare service quality in outpatient settings at a public hospital in Palembang, Indonesia: A qualitative study. Belitung Nursing Journal, 10(6), 703–711. https://doi.org/10.33546/bnj.3594
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
World Health Organization. (2025, May 19). Quality health services. https://www.who.int/news-room/fact-sheets/detail/quality-health-services
Zhang, H., Ma, W., Zhou, S., Zhu, J., Wang, L., & Gong, K. (2023). Effect of waiting time on patient satisfaction in outpatient: An empirical investigation. Medicine, 102(40), e35184. https://doi.org/10.1097/MD.0000000000035184
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright (c) 2026 Devia Lydia Putri, Ifania Ifania, Ida Nuraida, Dede Nurhasanah, Restia Jandini
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Copyright and License Agreement
In submitting the manuscript to the journal, the authors certify that:
- They are authorized by their co-authors to enter into these arrangements.
- The work described has not been formally published before, except in the form of an abstract or as part of a published lecture, review, thesis, or overlay journal. Please also carefully read BIB's Posting Your Article Policy at https://www.ukinstitute.org/journals/ib/about/editorialPolicies#custom-3
- That it is not under consideration for publication elsewhere,
- That its publication has been approved by all the author(s) and by the responsible authorities tacitly or explicitly of the institutes where the work has been carried out.
- They secure the right to reproduce any material that has already been published or copyrighted elsewhere.
- They agree to the following license and copyright agreement.
Copyright
Authors who publish with Journal of Indonesia Berdaya agrees to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under an Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
Licensing for Data Publication
Journal of Indonesia Berdaya use a variety of waivers and licenses, that are specifically designed for and appropriate for the treatment of data:
- Open Data Commons Attribution License, http://www.opendatacommons.org/licenses/by/1.0/ (default)
- Creative Commons CC-Zero Waiver, http://creativecommons.org/publicdomain/zero/1.0/
- Open Data Commons Public Domain Dedication and Licence, http://www.opendatacommons.org/licenses/pddl/1-0/
Other data publishing licenses may be allowed as exceptions (subject to approval by the editor on a case-by-case basis) and should be justified with a written statement from the author, which will be published with the article.
Journal of Indonesia Berdaya is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
