MEMBANGUN KEPERCAYAAN KEPADA RUMAH SAKIT BERDASARKAN KUALITAS LAYANAN DAN KEPUASAN PASIEN

Suhermin Suhermin, Adya Hermawati

Abstract


Abstrak.

Kepercayaan adalah hal terpenting dalam menjaga hubungan baik antara organisasi layanan dan pelanggan mereka. Kepercayaan pasien terhadap rumah sakit merupakan kunci utama kemajuan sebuah rumah sakit. Tujuan penelitian ini adalah untuk menganalisis dan menguji pengaruh kualitas pelayanan terhadap kepuasan dan kepercayaan di RS Sumberglagah Mojokerto. Populasi dalam penelitian ini adalah pasien dan keluarganya yang menjalani rawat inap di RS Sumberglagah. Penelitian ini menggunakan 14 indikator, sehingga sampel dalam penelitian ini sebanyak 10 kali indikator yaitu sebanyak 140 pasien. Hasil penelitian menunjukkan bahwa kualitas pelayanan masing-masing berpengaruh terhadap kepuasan dan kepercayaan, artinya kualitas pelayanan rumah sakit yang baik dapat meningkatkan kepuasan dan kepercayaan pasien dan keluarganya di RS Sumberglagah Mojokerto. Aspek empati yaitu kesediaan setiap petugas untuk memberikan perhatian pribadi (individu) kepada pasien dan keluarga pasien merupakan hal penting yang harus diperhatikan oleh rumah sakit untuk menciptakan pelayanan yang optimal. Pelayanan yang berorientasi komunikasi sangat membantu pasien dalam proses penyembuhan atau dapat menumbuhkan rasa percaya diri dan harapan untuk sembuh. Komunikasi ini akan membuat pasien dan keluarga pasien percaya untuk dirawat di rumah sakit ini

Keywords: Kepercayaan, Kualitas Layanan, Kepuasan Pasien

Abstrack.

Trust is the most important thing in maintaining good relations between service organizations and their customers. Patient trust in the hospital is the main key to the progress of a hospital. The purpose of this study was to analyze and examine the effect of service quality on satisfaction and trust at Sumberglagah Hospital, Mojokerto. The population in this study were patients and their families of inpatients at Sumberglagah Hospital. This study uses 14 indicators, therefore the sample in this study is 10 times the indicator, namely as many as 140 patients. The results showed that the quality of service each had an effect on satisfaction and trust, meaning that the quality of good hospital services could increase the satisfaction and trust of patients and their families at Sumberglagah Hospital, Mojokerto. The empathy aspect, namely the willingness of each officer to give personal (individual) attention to the patient and the patient's family, is an important thing that must be considered by the hospital to create optimal service. Communication-oriented services really help patients in the healing process or can foster self-confidence and hope for recovery. This communication will make a patient and the patient's family trust to be hospitalized at this hospital

Keywords: service quality, satisfaction, trust


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DOI: http://dx.doi.org/10.35906/je001.v10i1.662

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