ANALISIS HUBUNGAN KUALITAS PELAYANAN, KEPUASAN PASIEN, DAN MUTU PELAYANAN RUMAH SAKIT: KAJIAN LITERATUR
DOI:
https://doi.org/10.51878/cendekia.v6i4.13713Keywords:
Kualitas Pelayanan, Rumah Sakit, Kepuasan Pasien, Kajian Literatur, SERVQUALAbstract
ABSTRACT
Service quality is one of the critical factors determining the success of hospitals in delivering high-quality healthcare services that meet patient needs and expectations. The continuous development of healthcare systems and increasing public demands require hospitals to improve their service quality to achieve patient satisfaction, enhance competitiveness, and maintain organizational sustainability. This study aims to analyze the relationship between service quality, patients, and hospitals based on findings from previously published studies. The research employed a literature review method by analyzing 30 scientific articles, systematic literature reviews, and empirical studies published between 2021 and 2026 and retrieved from various scientific databases. The data were analyzed using a qualitative descriptive approach through the stages of identification, selection, evaluation, and synthesis of relevant literature. The results indicate that service quality consistently influences patient satisfaction. The synthesized findings demonstrate that the SERVQUAL dimensions, including reliability, responsiveness, assurance, empathy, and tangibles, play significant roles in shaping patients’ perceptions of hospital service quality. Furthermore, effective service quality management contributes to increased patient loyalty, improved hospital image, and long-term sustainability of healthcare organizations. Therefore, implementing patient-centered services and conducting continuous quality improvement evaluations are essential strategies for enhancing the overall quality of hospital healthcare services.
ABSTRAK
Kualitas pelayanan merupakan salah satu aspek penting yang menentukan keberhasilan rumah sakit dalam memberikan pelayanan kesehatan yang bermutu dan berorientasi pada kebutuhan pasien. Perkembangan sistem pelayanan kesehatan serta meningkatnya ekspektasi masyarakat menuntut rumah sakit untuk terus meningkatkan kualitas pelayanan guna mencapai kepuasan pasien dan mempertahankan daya saing organisasi. Penelitian ini bertujuan untuk menganalisis hubungan antara kualitas pelayanan, pasien, dan rumah sakit berdasarkan hasil penelitian yang telah dipublikasikan. Metode yang digunakan adalah kajian literatur (literature review) dengan menelaah 30 artikel ilmiah, systematic literature review, dan penelitian empiris yang diterbitkan pada periode 2021–2026 melalui beberapa basis data ilmiah. Analisis dilakukan secara deskriptif kualitatif melalui tahapan identifikasi, seleksi, evaluasi, dan sintesis literatur yang relevan. Hasil kajian menunjukkan bahwa kualitas pelayanan memiliki hubungan yang konsisten dengan kepuasan pasien. Dimensi SERVQUAL yang meliputi keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan bukti fisik (tangibles) menjadi faktor penting dalam membentuk persepsi pasien terhadap mutu pelayanan rumah sakit. Kualitas pelayanan juga berkontribusi terhadap loyalitas pasien, citra positif rumah sakit, dan keberlanjutan organisasi pelayanan kesehatan. Oleh karena itu, penerapan pelayanan berpusat pada pasien dan evaluasi mutu berkelanjutan menjadi strategi penting dalam meningkatkan kualitas pelayanan rumah sakit.
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