INPATIENT SERVICE QUALITY SATISFACTION, A CASE STUDY: GREEN PRIVATE HOSPITEL, SEMARANG
Abstract
Indonesia menempatkan perhatian besar pada sektor kesehatan. Sejak tahun 2014, pemerintah Indonesia berupaya menciptakan layanan kesehatan yang inklusif bagi semua orang. Dengan diperkenalkannya BPJS, Kementerian Kesehatan Indonesia juga mulai memperhatikan isu-isu lingkungan. Namun, banyak tantangan yang muncul, salah satunya adalah kualitas layanan. Pasien kini menginginkan rumah sakit modern yang menawarkan beragam fasilitas. Selain itu, layanan untuk pasien BPJS sering kali dianggap lebih rendah dibandingkan dengan pasien swasta. Penelitian ini bertujuan untuk menyelidiki kualitas layanan dari 5 dimensi: bukti fisik, reliabilitas, daya tanggap, jaminan, dan empati di Rumah Sakit Swasta Hijau Santa Elizabeth di Semarang. Data dari 225 pasien dengan berbagai metode pembayaran dianalisis menggunakan ANOVA untuk menguji perbedaan kualitas layanan berdasarkan metode pembayaran. Hasil penelitian menunjukkan tidak ada perbedaan signifikan dalam kualitas layanan, namun terdapat perbedaan persepsi di antara pasien non-BPJS terkait dimensi bukti fisik. Secara keseluruhan, kualitas layanan di Rumah Sakit Santa Elizabeth tergolong baik karena menyediakan layanan inklusif, namun beberapa dimensi perlu dipertahankan dan ditingkatkan lebih lanjut.
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DOI: https://doi.org/10.37479/jimb.v8i1.32026
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