Pengaruh Mutu Pelayanan dan Kompetensi Perawat terhadap Kepuasan Pasien Rawat Inap Pada RS XYZ
DOI:
https://doi.org/10.37481/jmeb.v6i3.2199Keywords:
Service Quality, Nurses’ Competence, Inpatient Satisfaction, Healthcare Quality, Hospital ManagementAbstract
Patient satisfaction is a key indicator of healthcare service quality and reflects the extent to which hospital services meet patients’ expectations. Improving service quality and enhancing nurses’ competence are essential strategies for increasing patient satisfaction and ensuring the delivery of high-quality healthcare. Therefore, examining the influence of these factors on inpatient satisfaction is important to support continuous quality improvement in hospitals. This study aimed to analyze the effect of service quality on inpatient satisfaction, the effect of nurses’ competence on inpatient satisfaction, and the simultaneous effect of service quality and nurses’ competence on inpatient satisfaction at RS XYZ. This study employed a quantitative research approach with a descriptive and explanatory design. The population consisted of 93 inpatients at RS XYZ. Because the population size was relatively small, a total sampling technique was applied, resulting in a sample of 93 respondents. Data were analyzed using multiple linear regression, including partial and simultaneous hypothesis testing. The results demonstrated that service quality had a significant positive effect on inpatient satisfaction. Nurses’ competence also had a significant positive effect on inpatient satisfaction. Moreover, service quality and nurses’ competence simultaneously had a significant positive effect on inpatient satisfaction. These findings suggest that hospital management should prioritize continuous improvements in service quality and strengthen nurses’ competencies through training, supervision, and regular performance evaluation to enhance patient satisfaction and improve the overall quality of healthcare services.
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