Analisis Kepuasan Pasien Dalam Upaya Peningkatan Kualitas Layanan Rumah Sakit X Di Kabupaten Gresik

Nisa’, Septia Khoirotun (2025) Analisis Kepuasan Pasien Dalam Upaya Peningkatan Kualitas Layanan Rumah Sakit X Di Kabupaten Gresik. Jurnal Manajemen, 15 (2). pp. 1-18. ISSN 2541-4348

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Official URL: https://jurnalfe.ustjogja.ac.id/index.php/manajeme...

Abstract

This study aims to analyze patient satisfaction levels and the factors that contribute to service quality in the Maternity Unit of Hospital X in Gresik Regency. The study used a descriptive quantitative approach with secondary data in the form of a recapitulation of patient satisfaction in the Maternity Unit from January to June 2025, supported by observations and informal interviews. The analysis was conducted based on the SERVQUAL service quality dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy, as well as the structure, process, and outcome approach. The results showed that the level of patient satisfaction in the Maternity Unit was very high, with an average score of 99.8% and relatively stable during the observation period. The high level of patient satisfaction was influenced by the availability of adequate facilities, consistent implementation of standard operating procedures, the responsiveness and competence of health workers, and an empathetic approach to service. These findings indicate that the Maternity Unit has implemented optimal, patient-oriented service quality, thereby potentially becoming a best practice in efforts to continuously improve hospital service quality

Item Type:	Article
Uncontrolled Keywords:	patient satisfaction, SERVQUAL, maternity unit,
Subjects:	Economic And Business Economic And Business > Management
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	Septia Khoirotun Nisa'
Date Deposited:	12 Jun 2026 03:03
Last Modified:	12 Jun 2026 03:03
URI:	http://eprints.umg.ac.id/id/eprint/16542

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