Hubungan Mutu Pelayanan Persalinan dengan Kepuasaan Ibu Bersalin di Rumah Sakit Umum Haji Medan Tahun 2025

Abstract

The quality of health services, particularly in maternity care, is closely related to patient satisfaction and serves as one of the key indicators of healthcare service performance. Health services are considered successful when they are able to provide satisfaction to patients, while dissatisfaction becomes an important issue that must be addressed to improve service quality. RSU Haji Medan is one of the hospitals located in Medan City. This study aims to determine the relationship between the quality of maternity care services and maternal satisfaction at RSU Haji Medan in 2025. This research is a quantitative study with a cross-sectional approach involving 64 respondents selected through an accidental sampling technique based on predetermined criteria. Data were collected using questionnaires and analyzed using the Chi-Square test. The results showed a significant relationship between the overall quality of maternity services (p = 0.002), as well as the dimensions of responsiveness (p = 0.003), assurance (p = 0.007), and empathy (p = 0.011), with maternal satisfaction. Conversely, there was no significant relationship between the dimensions of reliability (p = 0.076) and tangibles (p = 0.074) with maternal satisfaction. The level of satisfaction indicated that 33 respondents (51.6%) were dissatisfied, while 31 respondents (48.4%) were satisfied. It is expected that the hospital will conduct a comprehensive evaluation of service quality and staff performance to develop new strategies that can enhance the quality of maternity care services and increase patient satisfaction.