Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien di Unit Rawat Inap Anak Rumah Sakit Umum Daerah Kabupaten Ende

Kepuasan pasien rnerupakan indikator penting kualitas pelayanan kesehatan. Unit rawat inap anak RSUD Kabupaten Ende rnenunjukkan tingkat kepuasan terendah (78,3%) dibandingkan unit lain, dengan kornplain tertinggi (23 kasus) pada tahun 2023. Penelitian ini bertujuan untuk Mengetahui pengaruh antara kualitas pelayanan dengan kepuasan orang tua pasien di ruang rawat inap anak RSUD Kabupaten Ende tahun 2025
Penelitian analitik korelasional dengan desain cross-sectional rnelibatkan 191 orang tua pasien rawat inap anak yang dipilih rnelalui accidental sampling. Instrurnen rnenggunakan kuesioner SERVQUAL yang rnengukur lirna dirnensi kualitas pelayanan (keandalan, daya tanggap, jarninan, ernpati, bukti fisik) dan kuesioner kepuasan pasien. Data dianalisis rnenggunakan regresi linear berganda dengan SPSS versi 25.
Kualitas pelayanan tergolong baik (skor 19.933; 83,49%) dan kepuasan orang tua pasien tergolong puas (skor 7.986; 83,63%). Kelirna dirnensi kualitas pelayanan berpengaruh signifikan terhadap kepuasan (p<0,05). Dirnensi keandalan rnerniliki pengaruh paling dominan (3=0,422; p=0,000), diikuti jaminan (3=0,364), empati (3=0,314), daya tanggap (3=0,300), dan bukti fisik (p=0,210). Kontribusi kelima dimensi terhadap kepuasan sebesar
64,8% (Adjusted R2=0,648). Kualitas pelayanan berpengaruh signifikan terhadap kepuasan orang tua pasien rawat inap anak, dengan keandalan sebagai faktor paling dorninan. Manajernen rurnah sakit perlu rnernprioritaskan konsistensi pelayanan, ketepatan waktu, dan akurasi dalarn setiap aspek perawatan.

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Patient satisfaction is an essential indicator of healthcare service quality. In 2023, the paediatric inpatient unit at Ende District Hospital recorded the lowest satisfaction rate (78.3%) compared to other service and received the highest number complaints (23 cases). This study aimed to analyze the effect of service quality on parental satisfaction in the paediatric inpatient ward at Ende District Hospital in 2025.
This study employed an analytical correlation design with a cross-sectional approach. The sampel consisted of 191 parents of pediatric inpatients selected using accidental sampling. Data were collected using the SERVQUAL questionnaire, which measures five dimensions ofservice quality (reliability, responsiveness, assurance, empathy, and tangibles), and a patient satisfaction questionnaire. Data analysis was performed using multiple linear regression with SPSS version 25.
The results indicated that service quality was categorized as good (Total score: 19,933;

83.49%) while parental satisfaction was classified as satisfied (total score: 7,986; 83.63%). All five dimensions of service quality had a significant effect on satisfaction (p<0.05). The reliability dimension had the most dominant influence (/J=0.422; p=0.000), followed by assurance (/J=0.364), empathy (/J=0.314), responsiveness (/J=0.300), and tangible evidence (/J=0.210). The five dimensions ofsevice quality contributed 64.8% to parental statisfaction (Adjusted R2=0.648).
This study concludes that service quality significantly affects parental statisfaction in the pediatric inpatient unit, with reliability identified as the most influential factor. Hospital management is recommended to prioritize service consistency, timeliness, and accuracy in all aspects ofpatient care in order to improve overall satisfaction.