Analisis Pelayanan pada Kepuasan Pelanggan Rawat Inap Rumah Sakit
Article Sidebar
Main Article Content
Abstract
The objectives of the study were: 1) to find out the characteristics of RSPMK inpatient customers; 2) to find out how much the level of customer satisfaction of RSPMK inpatients in West Jakarta. This research was conducted with a survey using a sample of RSPMK patients, the sample was taken from all RSPMK inpatients as many as 63 respondents. The results of data processing and data analysis can be concluded that the results of data processing and data analysis of the level of RSPMK inpatient customer satisfaction both in the dimensions of tangibles, reliability, responsiveness, assurances, and empathy from RSPMK both in closed questions and open questions distributed through questionnaires can be concluded that the level of RSPMK customer satisfaction is good. Nevertheless, some positive and negative comments were also found from respondents. Positive comments regarding the level of customer satisfaction of RSPMK include that the rooms are comfortable, the food menu is decent, the building is good, and has private hospital standards so that it continues to be maintained, especially in the company's guarantee, the service is very fast, including confirmation to insurance companies, the service is good enough, especially the doctor is good, especially the anesthesiologist, friendly and polite, also the nurses are good, maintain the quality of the rooms, and the important thing is that the rates are cheap. While negative comments regarding RSPMK customer satisfaction include the facilities, please pay more attention, especially the bathroom, the service is less friendly, especially administrative services, more attention to the registration section, the nurse is very slow at work and lacks empathy, patient handling is long, noisy because night visitors are still in the room, the doctor's service is not clear visiting hours, and most of them come in the afternoon, the tariff is a bit expensive, there are some flies that disturb in the treatment room, visiting or visiting hours are not clear.
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Ariska, N. K. S., & Handayani, M. M. (2019). Analisis Tingkat Kepuasan Pasien Rawat Inap Rumah Sakit Bangli Medika Canti Ditinjau Dari Kualitas Pelayanan. Jurnal Manajemen Dan Bisnis Equilibrium, 5(1), 17-30.
Azwar, Azrul. (2014). Menjaga Mutu Pelayanan Kesehatan. Edisi Rev. Jakarta: Pustaka Sinar Harapan
Citraningtyas, G., Jayanto, I., Nangaro, J., & Nangaro, A. (2020). Analisis Tingkat Kepuasan Pasien Rawat Inap Terhadap Pelayanan Kefarmasian di Instalasi Farmasi RS X Tahuna. JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice), 10(1), 14-25.
Ghozali, Imam. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. Badan Penerbit Universitas Diponegoro: Semarang
Gibson, J. L., Ivancevich, J. M., & Donnely, J. H. (2017). Organisasi: Perilaku, Struktur, Proses. (Terjemahan) Edisi Delapan. Jakarta: Binarupa Aksara
Gusti Suciati, G. S. (2022). Analisis Kepuasan Pasien Terhadap Pelayanan Keperawatan Di Ruang Rawat Inap Rumah Sakit Umum Daerah Dr. H. Mohamad Rabain Kabupaten Muara Enim Tahun 2022 (Doctoral Dissertation, Stik Bina Husada Palembang).
Jill, Griffin. (2015). Customer Loyalty: Menumbuhkan & Mempertahankan Kesetiaan Pelanggan. Jakarta: Erlangga
Kotler, Philip dan Keller, Kevin Lane. (2018). Manajemen Pemasaran. Edisi 12. Jilid 2. Jakarta: PT Indeks.
Kustiyah, A. E. (2014). Analisis Kepuasan Pasien Rawat Inap Atas Pelayanan Rumah Sakit Umum Kabupaten Sragen. Gema, 26(48), 61844.
Mahmud, A. (2022). Analisis Kepuasan Pasien Rawat Inap Peserta Bpjs Kesehatan Di Rumah Sakit Islam Ar-Rasyid Palembang. Jurnal Ilmu Administrasi Dan Studi Kebijakan (Jiask), 5(1), 23-36. https://doi.org/10.48093/jiask.v5i1.105
Mutmainnah, U., & Ahri, R. A. (2021). Analisis Faktor Yang Berhubungan Dengan Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien Rawat Inap Di RSUP. Dr. Wahidin Sudirohusodo Makassar 2020. Journal of Muslim Community Health, 2(1), 52-74.
Ningsih, R. K. (2019). Analisis Kepuasan Kualitas Pelayanan Rawat Inap Rumah Sakit Cahaya Ujung Tanjung Kab. Rokan Hilir (Doctoral Dissertation, Universitas Islam Negeri Sultan Syarif Kasim Riau).
Octavia, A., & Anwar, A. P. (2012). Analisis Kepuasan Pasien Rawat Inap Bangsal Jantung di RSUD Raden Mattaher Jambi. Digest Marketing, 1(1).
Piranti, K. (2019). Analisis Kepuasan Pasien Di Instalasi Rawat Inap Rumah Sakit Umum (RSU) Haji Surabaya Berdasarkan Dimensi Mutu Dabholkar. Indones J Public Heal, 14(2), 160-173.
Pujaswari, A. P., Fadila, N., & Febiana, C. (2021). Analisis Kepuasan Pasien Rawat Inap Peserta Badan Penyelenggara Jaminan Sosial (Bpjs) Kesehatan Di Rsud Lembang. Menara Medika, 4(1).
Puspitasari, F. (2021). Analisis Kepuasan Pasien Pada Pasien Rawat Inap Di Rumah Sakit Umum X Kabupaten Banyuwangi. Majalah Kesehatan Masyarakat Aceh (Makma), 4(1). https://doi.org/10.32672/makma.v4i1.4481
Silalahi, J. Y., Fitriani, A. D., & Megawati, M. (2019). Analisis mutu pelayanan perawat terhadap kepuasan pasien rawat inap kelas iii di rumah sakit advent medan. Jurnal Kesehatan Perintis, 6(1), 21-29.