Pengaruh dimensi Patient Experience terhadap kepuasan pasien di RS Haji Provinsi Sulawesi Selatan

Authors

  • Andi Niartiningsih Program Studi Administrasi Rumah sakit, Fakultas Ilmu Kesehatan, Universitas Cokroaminoto Makassar
  • Nurfitriani Nurfitriani Program Studi Administrasi Rumah sakit, Fakultas Ilmu Kesehatan, Universitas Cokroaminoto Makassar

DOI:

https://doi.org/10.34305/jhrs.v4i02.1185

Keywords:

Patient Experience, Kepuasan, Pasien, Kualitas Layanan, Rumah Sakit

Abstract

Latar Belakang: Kepuasan konsumen adalah respon konsumen terhadap evaluasi ketidaksesuaian yang dirasakan antara ekspektasi sebelumnya dan kinerja aktual dari produk atau jasa setelah konsumsi. Penelitian ini bertujuan untuk menganalisis pengaruh dimensi patient experience terhadap kepuasan pasien di RS Haji Provinsi Sulawesi Selatan.
Metode: Jenis penelitian ini adalah penelitian kuantitatif yang menggunakan studi observasional analitik dengan rancangan cross sectional study. Penelitian ini dilaksanakan di Instalasi Rawat Inap RS Haji Provinsi Sulawesi Selatan. Populasi penelitian ini adalah seluruh pasien di Instalasi Rawat Inap tahun 2023 yaitu 5.971 orang. Pengambilan sampel dilakukan dengan menggunakan stratified random sampling dengan jenis proportional random sampling sebanyak 361 responden. Instrumen penelitian yang digunakan dalam pengambilan data primer berupa kuesioner. Analisi data menggunakan analisis univariat dan bivariat (chi square).
Hasil: Hasil penelitian didapatkan bahwa dimensi patient experience yang terdiri dari pendaftaran, lingkungan, perawatan, prosedur tindakan, pegawai dan ketika meninggalkan RS berpengaruh terhadap kepuasan pasien dengan nilai P sebesar (0,000).
Kesimpulan: Dimensi patient experience berpengaruh terhadap kepuasan pasien yang berarti bahwa harapan pasien juga akan terpenuhi ketika tercipta pengalaman yang baik yang akan berdampak pada pembentukan perilaku loyal melalui perasaan puas yang dirasakan oleh pasien.

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Published

2024-09-03

How to Cite

Niartiningsih, A., & Nurfitriani, N. (2024). Pengaruh dimensi Patient Experience terhadap kepuasan pasien di RS Haji Provinsi Sulawesi Selatan. Journal of Health Research Science, 4(02), 123–131. https://doi.org/10.34305/jhrs.v4i02.1185

Issue

Vol. 4 No. 02 (2024): Journal of Health Research Science

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Articles

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Copyright (c) 2024 Andi Niartiningsih, Nurfitriani Nurfitriani

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