Electronic Theses and Dissertation

Abstrak Kepuasan pasien merupakan salah satu indikator penting dalam menilai kualitas pelayanan rumah sakit. Tingkat kepuasan yang dapat mencerminkan pelayanan yang sesuai dengan harapan pasien serta mendukung peningkatan mutu pelayanan kesehatan. Penelitian ini bertujuan untuk mengukur tingkat kepuasan pasien rawat jalan di RSUD dr. Zainoel Abidin Banda Aceh menggunakan metode Customer Satisfaction Index (CSI) serta menentukan prioritas perbaikan pelayanan menggunakan Importance Performance Analysis (IPA). Penelitian ini menggunakan pendekatan kuantitatif dengan instrumen kuesioner yang disusun berdasarkan lima dimensi SERVQUAL, yaitu tangible, reliability, responsiveness, assurance, dan empathy. Responden penelitian berjumlah 399 orang yang terdiri dari pasien atau keluarga pasien pada Poli Ortopedi, Poli Penyakit Dalam, serta Poli Kebidanan dan Kandungan. Data yang diperoleh diuji validitas dan reliabilitasnya menggunakan SPSS, kemudian dianalisis menggunakan metode CSI dan IPA. Hasil penelitian menunjukkan bahwa seluruh instrumen penelitian valid dan reliabel. Berdasarkan perhitungan CSI, tingkat kepuasan pasien pada Poli Ortopedi sebesar 86,79%, Poli Penyakit Dalam sebesar 85,94%, dan Poli Kebidanan dan Kandungan sebesar 87,91%. Ketiga nilai tersebut termasuk dalam kategori sangat puas. Hasil analisis IPA menunjukkan bahwa sebagian besar atribut pelayanan berada pada Kuadran II (pertahankan prestasi). Namun, beberapa atribut seperti fasilitas toilet, kapasitas tempat duduk ruang tunggu, waktu tunggu pelayanan, dan kesigapan petugas masih memerlukan perhatian untuk meningkatkan kualitas pelayanan. Berdasarkan hasil penelitian dapat disimpulkan bahwa pasien rawat jalan RSUD dr. Zainoel Abidin Banda Aceh secara umum merasa sangat puas terhadap pelayanan diberikan, namun perbaikan diperlukan untuk meningkatkan mutu layanan secara berkelanjutan. Kata kunci: Kepuasan pasien, Customer Satisfaction Index, Importance Performance Analysis, SERVQUAL, pelayanan rawat jalan.

Abstract Patient satisfaction is an important indicator in assessing the quality of hospital services. A high level of patient satisfaction reflects services that meet patients' expectations and supports continuous improvements in healthcare quality. This study aims to measure the satisfaction level of outpatients at RSUD dr. Zainoel Abidin Banda Aceh using the Customer Satisfaction Index (CSI) method and to determine service improvement priorities through Importance Performance Analysis (IPA). This research employed a quantitative approach using a questionnaire developed based on the five SERVQUAL dimensions: tangible, reliability, responsiveness, assurance, and empathy. The respondents consisted of 399 patients or patients' family members from the Orthopedic Clinic, Internal Medicine Clinic, and Obstetrics and Gynecology Clinic. The collected data were tested for validity and reliability using SPSS and subsequently analyzed using the CSI and IPA methods. The results showed that all research instruments were valid and reliable. Based on the CSI calculation, the patient satisfaction levels were 86.79% for the Orthopedic Clinic, 85.94% for the Internal Medicine Clinic, and 87.91% for the Obstetrics and Gynecology Clinic. These scores fall into the "very satisfied" category. The IPA analysis revealed that most service attributes were positioned in Quadrant II (keep up the good work). However, several attributes, including toilet facilities, waiting room seating capacity, service waiting time, and staff responsiveness, still require attention to further improve service quality. Based on the findings, it can be concluded that outpatients at RSUD dr. Zainoel Abidin Banda Aceh are generally very satisfied with the services provided. Nevertheless, continuous improvements are still needed to enhance service quality sustainably. Keywords: Patient satisfaction, Customer Satisfaction Index, Importance Performance Analysis, SERVQUAL, outpatient services.