PENGARUH KUALITAS PELAYANAN DAN KULITAS HUBUNGAN TERHADAP EFEKTIVITAS PELAYANAN SERTA IMPLIKASINYA PADA KEPUASAN PASIEN RAWAT JALAN (Survey Di RSUD Sultan Imanuddin Pangkalan Bun)
Abstract
Kepuasan pasien yang belum optimal disebabkan efektivitas pelayanan belum optimal yang dipengaruhi kualitas pelayanan dan kualitas hubungan yang belum optimal. Penelitian ini bertujuan untuk mengetahui, mengkaji dan menganalisis pengaruh kualitas pelayanan dan kualitas hubungan terhadap efektivitas pelayanan di Rumah Sakit Umum Daerah (RSUD) Sultan Imanuddin Pangkalan Bun, serta implikasinya pada kepuasan pasien. Metode penetian yang digunakan menggunakan metode kuantitatif dengan melakukan survei melalui penyebaran kuesioner kepada 271 responden yang merupakan pasien RSUD Sultan Imanuddin Pangkalan Bun. Analisis jalur digunakan untuk menganalisis data dan menguji hipotesis penelitian. Hasil penelitian menunjukkan bahwa kualitas pelayanan dan kualitas hubungan memiliki pengaruh positif dan signifikan secara parsial dan simultan terhadap efektivitas pelayanan. Selain itu, efektivitas pelayanan memiliki pengaruh positif dan signifikan terhadapi kepuasan pasien. Implikasi penelitian ini menyoroti pentingnya dalam meningkatkan kualitas pelayanan dan kualitas hubungan dengan pasien dalam upaya meningkatkan efektivitas pelayanan di rumah sakit, yang akan meningkatkan kepuasan pasien dan memperkuat citra dan reputasi rumah sakit.
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