Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien

https://doi.org/10.35912/jimi.v3i1.2870
Published: Feb 16, 2024

Abstract:

Purpose: Patient satisfaction is a key indicator of the quality and effectiveness of healthcare services provided by primary health centers and Puskesmas. It is widely acknowledged that the quality of health care services has a direct impact on patients. This literature review aimed to explore the relationship between the quality of healthcare services provided by Puskesmas and patient

satisfaction.

Methodology: This review analyzed several studies conducted by various researchers, which consistently indicated that good quality services at Puskesmas are positively associated with higher levels of patient satisfaction, whereas poor quality services have a negative impact on patient satisfaction.

Result: Effective health service delivery plays a crucial role in meeting the evolving needs and expectations of patients. The review emphasized that patient satisfaction is not solely determined by the performance of healthcare services or meeting standard indicators, but also by the patient's perspective and assessment of their overall experience.

Limitations: The review concluded that prioritizing the quality of healthcare services provided by Puskesmas is essential for achieving high levels of patient satisfaction

Contribution: The review highlighted the importance of delivering high-quality healthcare services in Puskesmas to ensure patient satisfaction.

Keywords:
1. service quality
2. patient satisfaction
3. primary health centres
Authors:
1 . Steven Langi
2 . Eko Winarti
View PDF
How to Cite
Langi, S., & Winarti, E. . (2024). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien . Jurnal Ilmu Medis Indonesia, 3(1), 31–39. https://doi.org/10.35912/jimi.v3i1.2870
Download Citation
  1. Endnote/Zotero/Mendeley (RIS)
  2. BibTeX

Downloads

Download data is not yet available.
Issue & Section
Vol. 3 No. 1 (2023): September
Articles
Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

References

    Afriyani, N. I. (2023). The influence of training, discipline, and innovation on the performance of members of the Regional National Crafts Council (Dekranasda) in Tanjungpinang City: A quantitative study. Journal of Multidisciplinary Academic Business Studies, , 1(1), 53-70.

    AKOB, M. Y. (2021). Element of marketing: SERVQUAL toward patient loyalty in the private hospital sector. The Journal of Asian Finance, Economics and Business, 8(1), 419-430.

    Amegayibor, G. K. (2023). Government Covid-19 Stimulus Package, Smes' Awareness, Accessibility, and Challenges in Cape Coast. International Journal of Accounting and Management Information Systems , 1(1), 67-80.

    Anjayati, S. (2021). Review Artikel: Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas Menggunakan Metode Servqual. Nursing Care and Health Technology Journal (NCHAT), 1(1), 31–38.

    Dewi lukita sari, A. (2020). Pengaruh Mutu Pelayanan Terhadap Kepuasan Pasien Pendaftaran Rawat Jalan Puskesmas Sayegan. Jurnal Ilmu Kesehatan Bhakti Setya Medika, 5, 1–15.

    Firaldi, Y. W. (2023). The influence of leadership, discipline, and workload on employee performance through job satisfaction as an intervening variable in Regional Revenue Agency Riau Islands Province. Journal of Multidisciplinary Academic Business Studies,, 1(1), 27-52.

    Fristiohady, A. F. (2020). Analisis Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Jalan di Puskesmas Puuwatu Kota Kendari menggunakan Metode SERVQUAL. Jurnal Surya Medika, 6(1), 6–12.

    Jonkisz, A. K. (2021). SERVQUAL method as an “old new” tool for improving the quality of medical services: A literature review. International journal of environmental research and public health, 18(20), 10758.

    Novanda, R. R. (2023). International Journal of Accounting and Management Information Systems. Promotion Effectiveness of Small Scale Enterprises (SMEs) in Indonesian Unicorn Marketplace, 1(1), 33-44.

    Rikumahu, B. (2024). Comparison of Black-Scholes Models Using Historical Volatility and Garch Volatility in Collar Strategy as Hedging Efforts for Towr and Tbig Stocks. Journal of Multidisciplinary Academic Business Studies, 1(2), 129-148.

    Rombon, L. A. (2020). Kepuasan Pasien Di Puskesmas Papakelan. Jurnal Kesehatan Masyarakat UNIMA, 02(02), 2–7.

    Shi, Z. &. (2020). A review on quality of service and servqual model. In HCI in Business, Government and Organizations: 7th International Conference, HCIBGO 2020.

    Sibai, M. T. (2021). Service Quality and Student Satisfaction Using ServQual Model: A Study of a Private Medical College in Saudi Arabia. International Education Studies, 14(6), 51-58.

    Sugiarto, S. &. (2021). Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 93-106.

    Taekab, A. H. (2019). Analisis Persepsi Pasien Terhadap Mutu Pelayanan Puskesmas Dan Hubungannya Dengan Kepuasan Pasien Rawat Jalan Di Puskesmas Leyangan Kabupaten Semarang Tahun 2018. Jkm, Volume 7, 31–40.

    Tumsekcali, E. A. (2021). Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL Model: P-SERVQUAL 4.0. . Expert Systems with Applications, 186, 115757.

  1. Afriyani, N. I. (2023). The influence of training, discipline, and innovation on the performance of members of the Regional National Crafts Council (Dekranasda) in Tanjungpinang City: A quantitative study. Journal of Multidisciplinary Academic Business Studies, , 1(1), 53-70.
  2. AKOB, M. Y. (2021). Element of marketing: SERVQUAL toward patient loyalty in the private hospital sector. The Journal of Asian Finance, Economics and Business, 8(1), 419-430.
  3. Amegayibor, G. K. (2023). Government Covid-19 Stimulus Package, Smes' Awareness, Accessibility, and Challenges in Cape Coast. International Journal of Accounting and Management Information Systems , 1(1), 67-80.
  4. Anjayati, S. (2021). Review Artikel: Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas Menggunakan Metode Servqual. Nursing Care and Health Technology Journal (NCHAT), 1(1), 31–38.
  5. Dewi lukita sari, A. (2020). Pengaruh Mutu Pelayanan Terhadap Kepuasan Pasien Pendaftaran Rawat Jalan Puskesmas Sayegan. Jurnal Ilmu Kesehatan Bhakti Setya Medika, 5, 1–15.
  6. Firaldi, Y. W. (2023). The influence of leadership, discipline, and workload on employee performance through job satisfaction as an intervening variable in Regional Revenue Agency Riau Islands Province. Journal of Multidisciplinary Academic Business Studies,, 1(1), 27-52.
  7. Fristiohady, A. F. (2020). Analisis Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Jalan di Puskesmas Puuwatu Kota Kendari menggunakan Metode SERVQUAL. Jurnal Surya Medika, 6(1), 6–12.
  8. Jonkisz, A. K. (2021). SERVQUAL method as an “old new” tool for improving the quality of medical services: A literature review. International journal of environmental research and public health, 18(20), 10758.
  9. Novanda, R. R. (2023). International Journal of Accounting and Management Information Systems. Promotion Effectiveness of Small Scale Enterprises (SMEs) in Indonesian Unicorn Marketplace, 1(1), 33-44.
  10. Rikumahu, B. (2024). Comparison of Black-Scholes Models Using Historical Volatility and Garch Volatility in Collar Strategy as Hedging Efforts for Towr and Tbig Stocks. Journal of Multidisciplinary Academic Business Studies, 1(2), 129-148.
  11. Rombon, L. A. (2020). Kepuasan Pasien Di Puskesmas Papakelan. Jurnal Kesehatan Masyarakat UNIMA, 02(02), 2–7.
  12. Shi, Z. &. (2020). A review on quality of service and servqual model. In HCI in Business, Government and Organizations: 7th International Conference, HCIBGO 2020.
  13. Sibai, M. T. (2021). Service Quality and Student Satisfaction Using ServQual Model: A Study of a Private Medical College in Saudi Arabia. International Education Studies, 14(6), 51-58.
  14. Sugiarto, S. &. (2021). Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 93-106.
  15. Taekab, A. H. (2019). Analisis Persepsi Pasien Terhadap Mutu Pelayanan Puskesmas Dan Hubungannya Dengan Kepuasan Pasien Rawat Jalan Di Puskesmas Leyangan Kabupaten Semarang Tahun 2018. Jkm, Volume 7, 31–40.
  16. Tumsekcali, E. A. (2021). Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL Model: P-SERVQUAL 4.0. . Expert Systems with Applications, 186, 115757.