Quality of Nursing Services Affect the Patient Satisfaction in Hospital

Rista Apriana, Ida Ratnasari

Abstract


Improved quality of services was needed to provide patient satisfaction. Quality of nursing care consists of five dimensions these are responsiveness, assurance, tangibles, emphaty, and reliability. The aimed of this study was determined the relationship of nursing care quality with patient satisfaction level in hospital. The type of this research was non-experiment research and used cross sectional design. This research used  purposive sampling technique, with the total sample were 98 patients in Hospital. The data was collected using questionnaire and analyzed using pearson product moment test. The average quality of nursing services was at score 77.36, with the standard deviation at 8.91. The average patient satisfaction was at score 101.59, with the standard deviation at the score of 11.60. The result of Pearson Product Moment statistic test showed that there was a significant and positive correlation between the quality of nursing services with the level of patient satisfaction with the strong relationship correlation proved with p-value = 0,000 and r-value= 0,592. It showed that increasing the quality of nursing services given to the patient can increased the level of patient satisfaction.

Keywords


Nursing services; Patient satisfaction; Quality

Full Text:

PDF

References


Andrea, A Creanga dkk. 2017. Is quality of care a key predictor of perinatal health care utilization and patient satisfaction in Malawi?. BMC Pregnancy and Childbirth. Vol 17 hal 150

Ariyani. 2009. Manajemen Operasi Jasa. Yogyakarta : Graha Ilmu

Aryani. 2010. Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi dan Organisasi vol 17 hal 114-126.

Asmuji. 2013. Manajemen Keperawatan : Konsep dan Aplikasi. Yogyakarta :Ar-Ruzz Media

Ayuningtiyas, Kutri. 2014. Tingkat Kepuasan Pasien Pada Pelayanan Keperawatan Di Rumah Sakit. Jurnal pendidikan kesehatan, volume 4, no. 2.

Bustami. 2011. Penjaminan Mutu Pelayanan Kesehatan dan Akseptabilitasnya. Jakarta : EMS

Kamimura, A et al.2015. Satisfaction with Healthcare Services Among Free Clinic Patients. J Community Health vol 40 hal :62–72.

Kotler, Philip dan Keller, Lane Kevin. 2009. Manajemen Pemasaran. Jakarta : Erlangga

Lee, Mi Aie and Yom Young Hee. 2007. A Comparative Study Of Patients’ And Nurses’ Perception Of The Quality Of Nursing Services, Satisfaction And Intent To Revisit The Hospital : A Questionnaire Survey. International Journal Of Nursing Studies

Kuntoro. 2010. Buku Ajar Manajemen Keperawatan. Yogyakarta : Nuha Medika

Negarandeh, Reza et.al. 2014. Impact Of Regular Nursing Rounds On Patient Satisfaction With Nursing Care. Tehran Iran. Asian Nursing research. Vol 8 hal 282-285.

Nursalam, dkk. 2013. Peningkatan Mutu Pada Pasien Jamkesmas Di Puskesmas Indonesia. Fakultas Keperawatan Universitas Airlangga

Nursalam. 2013. Manajemen Keperawatan : Aplikasi Dalam Praktik Keperawatan Profesional. Jakarta : Salemba Medika

Pohan, I.S. 2007. Jaminan Mutu Pelayanan Kesehatan, Dasar – Dasar Pengertian Dan Penerapan. Jakarta : EGC

Safrudin, dkk. 2016. Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan Pasien Rawat Jalan UPT Puskesmas Gandrungmangu I Kabupaten Cilacap. Journal Endurance. Vol 2 hal 45-52

Satrianegara, M. Fais. 2014. Organisasi dan Manajemen Pelayanan Kesehatan : Teori dan Aplikasi dalam Pelayanan Puskesmas dan Rumah Sakit. Jakarta : Salemba Medika

Siswanto. 2011. Pengantar Manjaemen. Jakarta : PT Bumi Aksara

Suryadi, 2011. Mutu Pelayanan Kesehatan Perspektif Internasional. Jakarta: EGC

Suryati. 2012. Hubungan Antara Mutu Pelayanan Keperawatan Dengan Kepuasan Pasien Rawat Inap Di Kelas III RS. PKU Muhammadiyah Yogyakarta. Program Studi Ilmu Keperawatan.http://digilib.unisayogya.ac.id/917/1/Naskah%20Publikasi.pdf

Widyastuti, Anita. 2015. Hubungan Antara Mutu Pelayanan Tenaga Perawat Dengan Tingkat Kepuasan Pasien Di Ruang Rawat Inap Puskesmas Wonosegoro I Boyolali. http://eprints.ums.ac.id/26015/13/02._NASKAH_PUBLIKASI.pdf.

Wijono, Djoko. 2007. Manajemen Program dan Kepemimpinan Kesehatan. Surabaya: CV Duta Prima Airlangga

Yahya, Syarif Zen. 2013. Pengaruh Kualitas Pelayanan Keperawatan Terhadap Kepuasan Pasien Di Ruang Rawat Inap Terpadu (Rindu) RSUP H. Adam Malik Medan. Program Studi Magister Ilmu Keperawatan. Fakultas Keperawatan. epository.usu.ac.id/bitstream/handle/123456789/46261/Cover.pdf?sequence=7&isAllowed=y




DOI: http://dx.doi.org/10.52365/jond.v1i2.364

Article Metrics

Abstract view : 31 times
PDF - 9 times

Refbacks

  • There are currently no refbacks.