Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Dampaknya Terhadap Kepercayaan Pasien
Keywords:
Kualitas Pelayanan, Kepuasan Pasien, Kepercayaan Pasien, Layanan Radioterapi, Rumah SakitAbstract
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan dan dampaknya pada pasien BPJS yang menerima layanan radioterapi di Santosa Hospital Bandung Kopo. Metodologi yang digunakan melibatkan pengumpulan data melalui kuesioner yang disebarkan kepada 100 pasien BPJS yang telah menerima layanan radioterapi di rumah sakit tersebut. Analisis data dilakukan menggunakan metode statistik deskriptif dan inferensial, termasuk uji koefisien dan analisis regresi untuk mengidentifikasi hubungan antara variabel kualitas pelayanan, kepuasan pasien, dan kepercayaan pasien. Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh signifikan terhadap kepuasan pasien, dengan skor aktual menunjukkan tingkat pencapaian kualitas pelayanan yang baik. Selain itu, kepuasan pasien berperan penting dalam membentuk kepercayaan mereka terhadap layanan radioterapi yang diberikan, meskipun pengaruh langsung kepuasan pasien terhadap kepercayaan pasien tidak ditemukan signifikan. Pengujian juga mengungkap bahwa kepuasan pasien tidak memediasi hubungan antara kualitas pelayanan dan kepercayaan pasien secara signifikan. Kesimpulan dari penelitian ini adalah bahwa peningkatan kualitas pelayanan secara langsung dapat meningkatkan kepuasan pasien, yang pada gilirannya berpotensi meningkatkan kepercayaan pasien terhadap layanan. Untuk meningkatkan kualitas dan kepercayaan, disarankan agar Santosa Hospital Bandung Kopo fokus pada perbaikan berkelanjutan dalam aspek kualitas pelayanan dan evaluasi rutin terhadap kepuasan serta kepercayaan pasien.
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