Kajian Kepuasan Pasien terhadap Kualitas Pelayanan Perawat di RSUD X (The Analysis of Patient Satisfacfion Towards Nurse's Service Quality at Hospital X)

Abstract

District Hospital X has o vision become a General Hospttol with an excellent health care. Bestdes s viston, District Hospital X also has a mission to provide sn excellent quality health, increasing patient's satisfaction and creating a clean, beautiful ond comfortable environment. But the vision and mission ore not yet to be sccomplished by District Hospital X. This can be seenfrom various complaints from their patients in various mass media and also submitted directly to the hospital staff, Early studies indicate that there ore many complaints from the patient and the staff at the District Hospital X on the nurse's core: including about their controlling time, unavailability of the nurses, also slow responses and inhospitable. Generally, these problems indicate patient dissatisfaction towards service quolity provided by nurses. Before District Hospital X make an excellent quality service, researcher need to evaluoting patients satisfaction towards nurse's service qualtty at Hospital X. This study uses the theory of Parasuraman, Zeithaml and Berry (in Muninjoya, 2011) which suggests that there are five dimensions that can be used to meosure the quality of services: (1) tangible, (2) responsiveness, (j) reliability, (4) ossurance and (5) emphaty. This stu$t uses quantitative descriptive and qualitative approaches. Samples used in this quantitative descriptive study is 350 patients from District Hospital X and in qualitative study used 4 participant. The quantitative results showed that overall of the nurse care quality satisfaction of the District Hospitol X is low and the qualitative research showed patient aren't satisfied with nurse's quality service. Therefore, should be designed a training progrom that focused on the dimewions of the nurse services quality as an effort to improve the patient satisfaction of the nurse services quality in the District Hospital X