Analisis Faktor-Faktor yang Memengaruhi Kepuasan Pasien Pasca Aesthetic Surgery pada Layanan Medical Tourism di Rumah Sakit Khusus Bedah BIMC Nusa Dua

Perkembangan medical tourism khususnya layanan aesthetic surgery menuntut peningkatan kualitas pelayanan yang berorientasi pada kepuasan pasien. Namun, masih terdapat variasi kepuasan pasien yang dipengaruhi oleh berbagai aspek layanan. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi kepuasan pasien pasca aesthetic surgery di RSK Bedah BIMC Nusa Dua, Bali, pada periode Januari–Maret 2026. Metode penelitian menggunakan pendekatan kuantitatif observasi analitik dengan pendekatan cross-sectional, analisis bivariat menggunakan uji Spearman Rank Correlation, dan analisis multivariat menggunakan regresi logistik binominal.
Hasil analisis bivariat menunjukkan bahwa variabel yang berhubungan signifikan adalah kemudahanadministrasi(p=0,031), kompetensi tenaga medis dan staf pendukung (p=0,004), kualitas layanan (p=0,015), follow-up service (p=0,038), dan layanan concierge (p=0,043), sedangkan variabel lain tidak signifikan (p>0,05). Hasil analisis multivariat menunjukkan bahwa daya tanggap komunikasi (p-value 0,882; OR=1,165), Kemudahanadministrasi(p-value 0,951; OR = 1,061), Kompetensi tenaga medis dan staf (p-value 0,577; OR = 3,114), Kualitas layanan (p-value 0,883; OR = 1,322), layanan follow up service (p-value 0,129; OR=4.930) dan layanan concierge memiliki nilai (p-value 0,076;OR=1.692) berpengaruh signifikan terhadap kepuasan pasien, dengan kompetensi tenaga medis sebagai faktor paling dominan.
Kesimpulannya, kepuasan pasien merupakan hasil interaksi multidimensional, dengan kemudahan administratif, kompetensi tenaga medis, kualitas layanan, follow up service, dan layanan concierge, sedangkan follow up service menjadi faktor paling dominan. Rumah sakit perlu memprioritaskan penguatan layanan follow-up service disertai peningkatan kompetensi tenaga medis, kualitas layanan.

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The development of medical tourism, especially esthetic surgery servics, demands an improvement in service quality that is oriented toward patient satisfaction. However, there are still variations in patient satisfaction influenced by various aspects of the service. This study aims to analyze the factors influencing patient satisfaction post aesthetic surgery at RSK Bedah BIMC Nusa Dua, Bali, during the period of January–March 2026. The research method uses a quantitative approach with an analytical observational design and a cross-sectional approach, bivariate analysis using the Spearman Rank Correlation test, and multivariate analysis using binominal logistic regression.

The results of the bivariate analysis show that the significantly related variabels are administrative ease (p=0.031), the competence of medical personnel and supporting staff (p=0.004), service quality (p=0.015), follow-up service (p=0.038), and concierge service (p=0.043), while other variabels are not significant (p>0.05). The results of the multivariate analysis indicate that communication responsiveness (p-value 0.882; OR=1.165), administrative ease (p-value 0.951; OR=1.061), the competence of medical personnel and staff (p-value 0.577; OR=3.114), service quality (p-value 0.883; OR=1.322), follow-up service (p-value 0.129; OR=4.930), and concierge service (p-value 0.076; OR=1.692) significantly influence patient satisfaction, with the competence of medical personnel being the most dominant factor.

In conclusion, conclusion, patient satisfaction is a multidimensional outcome influenced by administrative convenience, the competence of medical personnel, service quality, follow-up services, and concierge services, with follow-up services emerging as the most dominant factor. Therefore, hospitals should prioritize strengthening follow up services while simultaneously enhancing the competence of medical personnel and the overall quality of healthcare services to improve patient satisfaction.