(ARS University, Indonesia)(2) I Gede Arya Yoga Dharma Wiguna
(ARS University, Indonesia)(3) Ahmad Diyansah
(ARS University, Indonesia)(4) Muhammad Arif
(ARS University, Indonesia)(5) Sandra Agna Setyo Budi
(ARS University, Indonesia)(6) Destia Ananda
(ARS University, Indonesia)(7) A. Rohendi
(ARS University, Indonesia)*corresponding author
AbstractAbstrak Rumah sakit merupakan organisasi jasa kesehatan yang memiliki karakteristik kompleks, berisiko tinggi, dan berorientasi pada keselamatan pasien. Kualitas pelayanan menjadi faktor utama yang menentukan kepuasan pasien dan keberlanjutan rumah sakit di Indonesia, khususnya dalam era kompetisi layanan dan tuntutan mutu berbasis akreditasi. Penelitian ini bertujuan untuk menganalisis karakteristik jasa rumah sakit di Indonesia serta mengkaji faktor-faktor kualitas pelayanan yang memengaruhi kepuasan pasien berdasarkan kajian literatur ilmiah. Metode yang digunakan adalah systematic literature review terhadap jurnal nasional terakreditasi SINTA dan jurnal internasional bereputasi periode 2020–2025. Hasil kajian menunjukkan bahwa karakteristik jasa rumah sakit, seperti intangibility, inseparability, heterogeneity, dan perishability, secara signifikan memengaruhi persepsi pasien terhadap kualitas layanan. Dimensi kualitas pelayanan yang paling dominan memengaruhi kepuasan pasien adalah reliability, responsiveness, assurance, dan empathy. Temuan ini menegaskan bahwa penerapan kualitas pelayanan yang konsisten dan berorientasi pasien menjadi kunci peningkatan kepuasan pasien di rumah sakit Indonesia. Penelitian ini memberikan kontribusi teoretis dan praktis bagi pengembangan manajemen mutu layanan rumah sakit. KeywordsRumah sakit, kualitas pelayanan, kepuasan pasien, SERVQUAL, jasa kesehatan
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DOIhttps://doi.org/10.31604/jips.v13i3.2026.834-837 |
Article metrics10.31604/jips.v13i3.2026.834-837 Abstract views : 0 | PDF views : 0 |
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