Hubungan Kualitas Pelayanan Keperawatan Dengan Kepuasan Pasien Rawat Inap Di RSU Bahteramas Kota Kendari

Kamrin; La Ode Liaumin Azim

doi:10.62027/praba.v4i2.719

Authors

Kamrin Universitas Halu Oleo, Kendari, Sulawesi Tenggara, Indonesia
La Ode Liaumin Azim Universitas Halu Oleo, Kendari, Sulawesi Tenggara, Indonesia

DOI:

https://doi.org/10.62027/praba.v4i2.719

Keywords:

quality of nursing care, patient satisfaction, inpatient care, SERVQUAL, hospitals

Abstract

Patient satisfaction is one of the key indicators in assessing the quality of nursing care in hospitals. High-quality nursing care can enhance patient trust, comfort, and satisfaction during their treatment. This study aims to determine the relationship between the quality of nursing care and the satisfaction of inpatients at Bahteramas General Hospital in Kendari City. This is an analytical quantitative study using a cross-sectional approach. The sample consisted of 39 inpatients. Data were collected using a questionnaire and analyzed using univariate and bivariate analyses with the chi-square test. The results indicate a significant relationship between all dimensions of nursing service quality and inpatient satisfaction. The tangible dimension was associated with patient satisfaction (p = 0.003), reliability (p = 0.000), responsiveness (p = 0.000), assurance (p = 0.012), and empathy (p = 0.000). In general, patients who rated the quality of nursing care as “poor” tended to be more likely to fall into the “dissatisfied” category, while patients who rated the quality of care as “adequate” tended to be more likely to fall into the “satisfied” category. This study concludes that the quality of nursing care is significantly associated with inpatient satisfaction at Bahteramas General Hospital in Kendari City. . Therefore, hospitals need to improve the quality of nursing care, particularly in terms of physical evidence, reliability, responsiveness, assurance, and empathy, in order to enhance patient satisfaction.

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