Faktor-Faktor Mutu Pelayanan yang Berhubungan dengan Kepuasan Pasien di Instalasi Rawat Inap RSU Stella Maris Kabupaten Nias Selatan Tahun 2025
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Penilaian pasien terhadap pelayanan menjadi dasar bagi peningkatan mutu pelayanan rawat inap. Penelitian potong lintang analitik ini menganalisis hubungan lima dimensi SERVQUAL dengan kepuasan pasien di RSU Stella Maris, Kabupaten Nias Selatan, Indonesia. Sebanyak 115 responden dipilih secara purposif dan mengisi kuesioner terstruktur. Hubungan antarvariabel dianalisis menggunakan uji chi-kuadrat Pearson dan regresi logistik berpenalti Firth secara eksploratif. Sebanyak 59 responden (51,3%) merasa puas. Kelima dimensi berhubungan dengan kepuasan pada analisis tanpa penyesuaian (seluruh p < 0,001). Proporsi kepuasan berkisar antara 90,2% dan 100,0% pada responden dengan penilaian mutu pelayanan tinggi, dibandingkan dengan 1,8% hingga 7,4% pada responden dengan penilaian rendah. Korelasi antardimensi tergolong kuat (r = 0,808–0,966). Odds ratio tersesuaikan berkisar antara 1,53 dan 11,11, dan seluruh interval kepercayaan 95% mencakup 1. Odds ratio tersesuaikan untuk daya tanggap adalah 6,55 (IK 95% 0,040–184,08), sedangkan untuk bukti fisik sebesar 1,53 (IK 95% 0,008–46,66). Analisis sensitivitas pada 77 responden dengan lama rawat tercatat sedikitnya dua hari menunjukkan pola yang sama. Penilaian yang baik pada kelima dimensi berhubungan dengan kepuasan pasien rawat inap, sedangkan analisis tersesuaikan tidak mengidentifikasi dimensi yang dominan secara independen. Temuan ini mendukung peningkatan mutu secara terpadu yang mencakup ketepatan waktu bantuan, konsistensi pelayanan, komunikasi efektif, dan lingkungan bangsal
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