The Relationship Between the Quality of Health Services and Patient Satisfaction at the UPT Puskesmas Bestari, Medan in 2024.
Article Sidebar
Main Article Content
Page: 989-1003
Abstract
Health is one of the basic needs of society which is very important in supporting daily activities. As people's living standards increase, so do people's needs, hopes and demands for quality health. This situation requires health service providers such as hospitals to improve the quality of services better and provide satisfaction for consumers as users of health services. The problem formulation in this research is "Evaluation of the Relationship between Health Service Quality and Patient Satisfaction at UPT. Puskesmas Bestari, Medan City in 2024." The general objective of this research is to evaluate the relationship between the quality of health services and patient satisfaction. This type of research is observational analytics with a crosssectional design, namely research to study the dynamics of the correlation between risk factors and effects, using an approach, observational method, or data collection. This research was carried out from October 2024 to February 2025. The samples in this study were patients who came for treatment at UPT. Puskesmas Bestari in Medan City and received health services for 96 people. the majority of respondents in this study were in the age range of 36 - 40 years, 35.4%. The majority of respondents were women, namely 58.3%. Based on education level, the majority of respondents had a high school/equivalent education, 51.0%. Meanwhile, from the work aspect, the majority of respondents worked as employees or laborers with a total of 47.9%. Respondents who were satisfied were 66.7%, while respondents who were dissatisfied were 33.3%. Based on the results of research conducted at UPT Puskesmas Bestari, it can be concluded that: There is a relationship between the quality of health services from the dimension of responsiveness and patient satisfaction. There is a relationship between the quality of health services from the quality assurance dimension and patient satisfaction. There is a relationship between the quality of health services from the tangible facilities and patient satisfaction dimensions. There is a relationship between the quality of health services from the dimension of concern (empathy) and patient satisfaction. There is a relationship between the quality of health services from the reliability dimension and patient satisfaction at UPT. Puskesmas Bestari, Medan City in 2024
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
References
Utomo GP, Putri RY, Pratama DA, Rumadaul DS, Wambrauw A, Alifa A, et al. Kesehatan Masyarakat Konsep, Sistem, dan Tantangan Global. CV. Edu Akademi; 2026.
Riyanto N, Aulia Azizah SKM, Ashari AE, Dwi Hendriani SKM, Keb ST, Zahrina SS, et al. Ilmu Dasar Kesehatan Masyarakat: Fondasi untuk Masyarakat Sehat. PT Bukuloka Literasi Bangsa; 2025.
Khafifah N, Razak A. Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan Pasien BPJS Puskesmas Pangkajene: Relationship of Health Service Quality with Patient Satisfaction BPJS Puskesmas Pangkajene. Hasanuddin J Public Heal 2022;3:212–22. DOI: https://doi.org/10.30597/hjph.v3i2.21360
Ula VR, Hayat AA. Meningkatkan kepuasan pasien melalui pelayanan prima dan trust pasien. J Media Komun Ilmu Ekon 2021;38:46.
Ishak M, Waworuntu AY. Pengaruh Kualitas Pelayanan Pegawai Terhadap Kepuasan Pasien Puskesmas Ballaparang Kota Makassar. Brand J Ilm Manaj Pemasar 2019;1.
Nursalam D. Manajemen Keperawatan" Aplikasi dalam Praktik Keperawatan Profesional 2014.
Santa I, Murnisari R. Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Pasien Jasa Rawat Jalan pada Puskesmas Kademangan Kabupaten Blitar. J Penelit Manaj Terap 2018;3:206–14.
Radito T. Analisis pengaruh kualitas pelayanan dan fasilitas kesehatan terhadap kepuasan pasien Puskesmas. J Ilmu Manaj UNY 2014;11:1–25. DOI: https://doi.org/10.21831/jim.v11i2.11753
Akbar MI. Survey tingkat kepuasan pasien rawat jalan terhadap pelayanan RSUD Kabupaten Buton Utara. J Kesehat Masy Celeb 2020;1:1–8.
Hastuti KW, Mudayana AA, Nurdila AP, Hadiyatma D. Hubungan mutu pelayanan dengan kepuasan pasien peserta BPJS di Rumah Sakit Umum Daerah Yogyakarta. Kes Mas J Fak Kesehat Masy Univ Ahmad Daulan 2017;11:161–8.
Lubis RA, Putri AD, Ginting T. Hubungan mutu pelayanan kesehatan dengan kepuasan pasien rawat jalan di Puskesmas Sei Mencirim Medan tahun 2020. J Keperawatan Dan Fisioter 2020;3:13–20. DOI: https://doi.org/10.35451/jkf.v3i1.467
Purba OH. Analisis Pengaruh Penerapan Standar Pelayanan Minimal (SPM) Rumah Sakit Terhadap Kepuasan Pasien Rawat Inap RSUD Drs. H. Amri Tambunan Lubuk Pakam Analysis of the Influence of the Implementation of Minimum Service Standards (SPM) of Hospitals on the Satisfaction of Inpatients at 2025.
Sumantri A, Fajrini F, Andriyani A, Lusida N, Dzikriyati N. Tingkat Kepuasan Pasien Dalam Penyelenggaraan Pelayanan Kesehatan Lingkungan Pada Rumah Sakit Islam Berdasarkan Standar Pelayanan Minimal Mutu Syariah. Sulolipu Media Komun Sivitas Akad Dan Masy 2024;24:133–42. DOI: https://doi.org/10.32382/sulo.v24i1.504
Fachri M. Pelayanan dan Daya Tanggap terhadap Kepuasan Pasien Rawat Jalan di Rumah Sakit X Tahun 2023. J Kedokt Dan Kesehat 2024;20:87–98.
Essiam J. Service Quality and Patients Satisfaction with Healthcare Delivery: Empirical Evidence from Patients of the Out Patient Department of a Public University Hospital in Ghana. Eur J Bussiness Manag 2013;5:52–63.
Zeithaml, V.A. AP and LLB. Delivering costumer perceptions and expectations. Free Press New York 1990:0–1.
Wang Y, Liu C, Wang P. Patient satisfaction impact indicators from a psychosocial perspective. Frontiers (Boulder) 2023. DOI: https://doi.org/10.3389/fpubh.2023.1103819
Issumi Maharani Tanjung, Thomson Nadapdap, Iman Muhammad. Evaluasi Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien Di Instalasi Rawat Inap RS Imelda Pekerja Indonesia Medan. Detect J Inov Ris Ilmu Kesehat 2023;1:121–34. https://doi.org/10.55606/detector.v1i4.2531. DOI: https://doi.org/10.55606/detector.v1i4.2531
Rasmun, Ngula MO, Setiadi R. Faktor-Faktor Yang Berhubungan Dengan Kepuasan Pasien Rawat Jalan Di RSUD Abdul Wahab Sjahranie Samarinda. Repos Poltekkes Kaltim 2019;6:1–8.
Suciati G, Zaman C. Analisis Kepuasan Pasien Terhadap Pelayanan Di Rumah Sakit Umum Daerah Dr. H. Mohamad Rabain Kabupaten Muara Enim Tahun 2022. JKM (Jurnal Kesehat Masyarakat) Cendekia Utama 2023;11:102. https://doi.org/10.31596/jkm.v11i1.1444. DOI: https://doi.org/10.31596/jkm.v11i1.1444
Purwanti S, Sugiyanto B, Wening N, Moertono B. the Effect of Quality Tangibles, Reliability, Responsiveness, Assurance, Empaty on Patient Satisfaction At Queen Latifa General Hospital. Int J Business, Humanit Educ Soc Sci 2019;1:16–24. https://doi.org/10.46923/ijbhes.v1i1.21. DOI: https://doi.org/10.46923/ijbhes.v1i1.21
Pangerapan DT, Palandeng OELI, M.Rattu J. Hubungan Antara Mutu Pelayanan Dengan Kepuasan Pasien Di Poliklinik Penyakit Dalam Rumah Sakit Umum Gmim Pancaran Kasih Manado. J Kedokt Klin 2018;2:9–18.
Wulandari P, Kustriyani M, Sandi RA. Hubungan Dimensi Kualitas Pelayanan Assurance Terhadap Kepuasan Pasien Rawat Jalan di RS Dr . Adhyatma MPH Semarang Klasifikasi Kepuasan Pasien Menurut Nursalam ( 2007 ), untuk mengetahui tingkat kepuasan pelanggandapat diklasifikasikan dalam beberapa tin. J NERS Widya Husada 2018;2:1–11.
Dewi R, Jihad F. Hubungan Kualitas Pelayanan Kesehatan Dengan Kepuasan Pasien Rawat Jalan Pesertsa BPJS Kesehatan. J Kesehat Tambusai 2023;4:3662–71.
Velanda V, Sutinbuk D, Wahab S. Hubungan mutu pelayanan kesehatan dengan kepuasan pasien di Puskesmas Rias Kabupaten Bangka Selatan. Afiasi J Kesehat Masy 2024;8:493–9. https://doi.org/10.31943/afiasi.v8i3.308. DOI: https://doi.org/10.31943/afiasi.v8i3.308
Pamungkas G, Kurniasari N. Hubungan Kelengkapan Sarana Dan Prasarana Puskesmas Dengan Kepuasan Pasien Di Puskesmas Melong Asih Kota Cimahi Tahun 2019. J Ilmu Kesehat Immanuel 2020;13:60–9. https://doi.org/10.36051/jiki.v13i2.92. DOI: https://doi.org/10.36051/jiki.v13i2.92
Ulandari S, Yudawati S. Analisis Kualitas Pelayanan, Sarana Prasarana Dan Lingkungan Terhadap Kepuasan Pasien. Care J Ilm Ilmu Kesehat 2019;7:39. https://doi.org/10.33366/jc.v7i2.1087. DOI: https://doi.org/10.33366/jc.v7i2.1087
Kristiawan Y, Koton YP, Kadir L. Pengaruh Kualitas Pelayanan dan Sarana Prasarana Terhadap Kepuasan Pasien Rawat Jalan Di Rumah Sakit Umum DaerahKabupaten Bolaang Mongondow Utara. Innov J Soc Sci Res 2023;3:1893–903.
Wijayanti S, Daely W. Kualitas Pelayanan dan Sarana Prasarana Berhubungan dengan Kepuasan Pasien Rawat Jalan Eksekutif. J Manag Nurs 2023;2:237–45. https://doi.org/10.53801/jmn.v2i3.112. DOI: https://doi.org/10.53801/jmn.v2i3.112
Sinaga EB, Safari FRN. Hubungan Emphaty Petugas Kesehatan Dengan Kepuasan Pasien Rawat Jalan Pada Masa Pandemi Covid-19 Di Puskesmas Rambung Binjai Selatan Tahun 2022. J Matern Kebidanan 2022;7:23–9.
Rahayuningsih LAS, Cahyaningrum N. Pengaruh Sikap Empati Tenaga Kesehatan Terhadap Kepuasan Pasien: Meta Analisis. Infokes J Ilm Rekam Medis Dan Inform Kesehat 2023;13:122–7. https://doi.org/10.47701/infokes.v13i2.3130. DOI: https://doi.org/10.47701/infokes.v13i2.3130
Fauziah Kurnia Permatasari, Wahyu Ratri Sukmaningsih, Sinta Novratilova. Hubungan Aspek Kualitas Pelayanan dengan Kepuasan Pasien Rawat Jalan di Puskesmas Karanganyar. J Heal Inf Manag Indones 2024;3:41–6. https://doi.org/10.46808/jhimi.v3i1.91. DOI: https://doi.org/10.46808/jhimi.v3i1.91
Suryadi, Rachmiana A. Pengaruh mutu pelayanan terhadap kepuasan pasien di Puskesmas Terakreditasi dan bersertifikat ISO di Kota Banda Aceh 2024;10. DOI: https://doi.org/10.22146/mkgk.103521
Howick J. Empathy-led healthcare is a crucial element for ensuring patient satisfaction, says study 2024.
Natassa J, Afrizah -. Hubungan Mutu Pelayanan Dengan Kepuasan Pasien Di Ruang Rawat Inap Rumah Sakit Tentara Pekanbaru. Phot J Sain Dan Kesehat 2017;7:93–8. https://doi.org/10.37859/jp.v7i02.512. DOI: https://doi.org/10.37859/jp.v7i02.512
Manurung J, Novela V, Ulfiana Q, Simamora J., Argaheni N., Sianturi E, et al. Kebijakan dan Manajemen Pelayanan. 2021.
Nurlin, Sabil FA, Mutmainnah. Hubungan Kualitas Pelayanan Kesehatan Dengan Kepuasan Pasien 2022;2:280–7.
Arifuddin, Amir, Malik SA, Supirno. Hubungan Mutu Pelayanan Kesehatan dengan Kepuasan Pasien di Puskesmas Mamboro Kecamatan Palu Utara Kota Madya Palu Propinsi Sulawesi Tengah Tahun 2023 Relationship between Health Service Quality and Patient Satisfaction at the Mamboro Health Center , Nort 2023;6:552–62. DOI: https://doi.org/10.56338/jks.v6i6.3824
Gultom RJ, Nababan D, Sipayung R, ... Hubungan Kualitas Pelayanan Rawat Jalan Dengan Kepuasan Pasien BPJS Di Rumah Sakit Bhayangkara Tk III Tebing Tinggi. J Healthc … 2022;7:1281–98.