PENGARUH TOTAL QUALITY SERVICE TERHADAP KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT LAGITA KABUPATEN BENGKULU UTARA

Abstract

ABSTRAK

Tujuan Penelitian ini bertujuan untuk menganalisis pengaruh Total Quality Service (TQS) yang terdiri dari tujuh dimensi: infrastruktur, kualitas personil, proses perawatan klinis, prosedur administrasi, indikator keselamatan, keseluruhan pengalaman medis yang diterima, dan tanggung jawab sosial terhadap kepuasan pasien di RSUD Lagita, Bengkulu Utara. Metode Desain penelitian adalah kuantitatif asosiatif dengan pendekatan cross-sectional. Sampel sebanyak 97 pasien rawat inap dipilih secara purposive. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan regresi linear berganda. Hasil Hasil menunjukkan bahwa semua variabel TQS berpengaruh signifikan terhadap kepuasan pasien secara simultan (R² = 90,3%). Secara parsial, kualitas personil, prosedur administrasi, indikator keselamatan, dan pengalaman medis paling dominan dalam memengaruhi kepuasan pasien.. Kesimpulan Rumah sakit disarankan meningkatkan kualitas pelayanan melalui pelatihan SDM, penyederhanaan prosedur, peningkatan keselamatan pasien, dan pendekatan berbasis pengalaman pasien.

Kata kunci: Total Quality Service, Kepuasan Pasien, RSUD, Kualitas Pelayanan, Bengkulu

Abstract

This study aims to analyze the effect of Total Quality Service (TQS), consisting of seven dimensions—namely infrastructure, personnel quality, clinical care processes, administrative procedures, safety indicators, overall medical experience, and social responsibility—on inpatient satisfaction at RSUD Lagita, North Bengkulu Regency. The research employed a quantitative associative method with a cross-sectional approach. A total of 97 inpatients were selected using purposive sampling. Data were collected using structured questionnaires and analyzed through multiple linear regression. The results showed that all TQS dimensions simultaneously had a significant effect on patient satisfaction (R² = 90.3%). Partially, the most influential dimensions were personnel quality, administrative procedures, safety indicators, and overall medical experience. The findings suggest that hospital management should enhance service quality through human resource training, simplification of administrative processes, improvement of patient safety systems, and patient experience-based approaches. This study offers practical implications for improving hospital service quality, particularly in regional public hospitals with limited resources.

Keywords: Total Quality Service, Patient Satisfaction, Public Hospital, Health Service Quality, Bengkulu