ABSTRAK
Rumah Sakit Umum Daerah Gunungsitoli Kabupaten Nias merupakan salah satu rumah sakit sebagai pusat rujukan di Kepulauan Nias yang masih mengalami permasalahan dengan pelayanan keperawatan yang terkendala dengan pelayanan berdampak terhadap kepuasan pasien.
Tujuan penelitian ini untuk menganalisis pengaruh mutu pelayanan keperawatan terhadap kepuasan pasien di RSUD Gunungsitoli Kabupaten Nias. Jenis penelitian ini adalah asosiasi dengan pendekatan pengamatan sewaktu (cross-sectional) pada pasien sebanyak 93 orang. Data diperoleh melalui wawancara dengan menggunakan kuesioner dan dianalisis dengan uji regresi linier berganda.
Hasil penelitian menunjukan bahwa pengaruh mutu pelayanan keperawatan terhadap kepuasan pasien yang diukur dari keandalan (reliability), empati (empathy), ketanggapan (responsiviness), jaminan pelayanan (assurance), penampilan fisik (tangible) berpengaruh pada terhadap kepuasan pasien di RSUD Gunungsitoli Kabupaten Nias dengan hasil uji korelasi pearson product moment nilai p = >0.005 < nilai α (0.05). Pelayanan keperawatan paling dominan mempengaruhi kepuasan pasien adalah Penampilan Fisik (β = 0.726).
Disarankan kepada RSUD Gunungsitoli Kabupaten Nias perlu memperhatikan keseluruhan dimensi pelayanan keperawatan pada saat menangani pasien, khususnya penampilan fisik perawat yang rapi, ramah , ruangan bersih dan lingkungan yang nyaman dalam menangani pasien. Petugas kesehatan di RSUD Gunungsitoli Kabupaten Nias hendaknya memberikan pelayanan keperawatan yang berkualitas, serta meningkatkan citra rumah sakit.
Kata Kunci : Mutu Pelayanan Keperawatan, Kepuasan Pasien
ABSTRACT
RSUD (Regional General Hospital) Gunungsitoli in Nias District is one of the referral hospitals in Nias islands which have difficult problem in nursing care, and thus it eventually has an effect on patients’ satisfaction.
The objective of the research was to analyze the influence of nursing care quality on patients’ satisfaction at RSUD Gunungsitoli, Nias District. The type of the research was association with cross sectional design to 93 patients. The data were gathered by conducting interviews with questionnaires and analyzed by using multiple linear regression tests.
The result of the research showed that the influence of nursing care quality on patients’ satisfaction which was measured from reliability, empathy, responsiveness, assurance, and tangibles had influence on patients’ satisfaction at RSUD Gunungsitoli, Nias District, with the result of person product moment test at p value
= >0.005 < α (0.005). The nursing care which had the most dominant influence on
patients’ satisfaction was tangibles (β = 0.726).
It is recommended that the management of RSUD Gunungsitoli, Nias District, pay attention to the whole dimension of nursing care in treating patients, particularly the tangibles of nurses who have to be neat and hospitable; besides that, clean rooms and comfortable environment should be needed in treating patients. It is also recommended that, the health care providers at RSUD Gunungsitoli, Nias District, provide qualified nursing care and improve the image of the hospital.
Keywords: Nursing Care Quality, Patients’ Satisfaction
