HUBUNGAN DIMENSI KUALITAS PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN DI INSTALASI GAWAT DARURAT (IGD) RSUD BAKTI PAJAJARAN TAHUN 2026

Nikita Alia Rajebta, . (2026) HUBUNGAN DIMENSI KUALITAS PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN DI INSTALASI GAWAT DARURAT (IGD) RSUD BAKTI PAJAJARAN TAHUN 2026. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Patient satisfaction levels serve as a crucial indicator for measuring the quality standards of healthcare services, including in the Emergency Department (ED). This is important given that the majority of patients visiting the ED are in a vulnerable condition or at high risk. Based on a feedback survey conducted by Bakti Pajajaran Regional General Hospital, patients identified challenges related to long wait times, suboptimal coordination between units, and inadequate support facilities in the ED. Therefore, this study aims to analyze the relationship between dimensions of healthcare service quality and patient satisfaction in the ED of Bakti Pajajaran Regional General Hospital in 2026. A cross-sectional study design was used, with 100 ED patients at Bakti Pajajaran Regional General Hospital selected as the sample through purposive sampling. The relationship between variables was analyzed using the chi-square test. Statistical analysis demonstrated a significant relationship between patient satisfaction and the dimensions of responsiveness (p=0.002), assurance (p=0.000), tangibles (p=0.000), empathy (p=0.013), and reliability (p=0.000). The findings of this study indicate that the Emergency Department (ED) at Bakti Pajajaran Regional General Hospital needs to maintain and improve the quality of health care services across these five dimensions. By maintaining and improving the quality of health care services, it is hoped that patient satisfaction levels at the ED of Bakti Pajajaran Regional General Hospital will increase.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2210713032] [Pembimbing: Een Kurnaesih] [Penguji 1: Putri Permatasari] [Penguji 2: Acim Heri Iswanto]
Uncontrolled Keywords: Emergency, Healthcare Quality, Hospital, Patient Satisfaction
Subjects: R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions: Fakultas Ilmu Kesehatan > Program Studi Kesehatan Masyarakat (S1)
Depositing User: NIKITA ALIA RAJEBTA
Date Deposited: 19 Aug 2026 04:53
Last Modified: 19 Aug 2026 04:53
URI: http://repository.upnvj.ac.id/id/eprint/52825

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